AccountId: 011433970860
ContactId: 1d8f3843-d04c-41d8-ba71-3546fa45bea6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217139 ms
Total Talk Time (AGENT): 35045 ms
Total Talk Time (CUSTOMER): 70871 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/1d8f3843-d04c-41d8-ba71-3546fa45bea6_20250602T21:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes ma'am, this is [PII] with Stranco Group. I'm trying to pay our bill online and it's giving me an error.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, uh, so let me ask you first, [PII], because, uh, today, uh, did mark the beginning of our uh website underwent some big changes, um, did you create a new account?
[CUSTOMER][NEUTRAL] Yes, ma'am, did all that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK awesome just wanted to make sure OK and this was for a group you said?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, so I can go ahead and get that pulled up. We'll verify um if there are any open at this present time and you said your name was [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, uh, [PII], can I get that group number and then a good call back number from you please.
[CUSTOMER][NEUTRAL] The group number is 25498.
[CUSTOMER][NEUTRAL] And the callback number is [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Two digit one.
[CUSTOMER][POSITIVE] He's feeling much better.
[CUSTOMER][NEUTRAL] We're supposed to do that.
[CUSTOMER][NEUTRAL] That walk thing this past weekend she made more, but um
[CUSTOMER][POSITIVE] He's one of our really good friends.
[CUSTOMER][NEUTRAL] To the Thursday night.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, yeah at the cortex.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] One of our other friends
[CUSTOMER][NEUTRAL] revive them.
[CUSTOMER][NEUTRAL] but.
[CUSTOMER][NEUTRAL] So it's uh a was.
[CUSTOMER][NEUTRAL] His wife, but he has an older daughter, her and [PII] are very close.
[CUSTOMER][NEUTRAL] Girl
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I just she made me I like do you really want this anymore and she's like.
[CUSTOMER][NEGATIVE] [PII]'s like I just don't feel right going.
[CUSTOMER][NEGATIVE] I'm like, I, I'm like I can't.