AccountId: 011433970860
ContactId: 255c55af-60eb-46b2-86cb-da6d676ef067
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69379 ms
Total Talk Time (AGENT): 28608 ms
Total Talk Time (CUSTOMER): 33906 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/255c55af-60eb-46b2-86cb-da6d676ef067_20250113T16:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII] in customer care. How are you this morning?
[AGENT][POSITIVE] I'm doing well. How are you?
[CUSTOMER][NEUTRAL] I'm doing OK hey I have an admin on the line with a group. Her name is [PII] and she has some questions on a bill and I'm wondering if you could possibly help her with please.
[AGENT][POSITIVE] Yeah, absolutely. Uh, what is the group number?
[CUSTOMER][NEGATIVE] Um, oh, you know what? She just hung up.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It was, it was 18735.
[AGENT][NEUTRAL] And give her a call back.
[AGENT][NEUTRAL] And see if she still needs help.
[AGENT][NEUTRAL] Yeah, she's the group admin.
[AGENT][NEUTRAL] Um, OK, yeah, I'll, I'm, I'll try and give her a call back and see if she needs help.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][MIXED] All right, I appreciate it. Yeah, she sounded a little annoyed, so I don't know. Maybe she'll call back.
[AGENT][NEUTRAL] Yeah, I'll look at her at their invoices and I'll give her a call back and see.
[CUSTOMER][NEUTRAL] All right, thanks, [PII], uh-huh.
[AGENT][POSITIVE] Thank you. No problem. Have a good day.
[CUSTOMER][NEUTRAL] Bye. You too, bye.