AccountId: 011433970860
ContactId: 36e0a522-ebb8-45a0-9ae5-918bf16e4baf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74419 ms
Total Talk Time (AGENT): 26789 ms
Total Talk Time (CUSTOMER): 28968 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/36e0a522-ebb8-45a0-9ae5-918bf16e4baf_20250519T21:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] [PII], I've got a third party on the line that needs to make a payment on an invoice. Um, I've got the group number and the invoice number and call back and name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's [PII]
[CUSTOMER][NEUTRAL] Group number is 12068.
[AGENT][NEUTRAL] 12068. OK.
[CUSTOMER][NEUTRAL] And invoice is 6386829.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] No, come on computer.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Beulahat Bible University.
[AGENT][NEUTRAL] Do you have the amount?
[CUSTOMER][NEGATIVE] I don't have the amount. I didn't get that sorry about that. Oh.
[AGENT][NEUTRAL] OK, you can send them on to me.
[CUSTOMER][POSITIVE] Oh, she just hung up. Goodness gracious.
[AGENT][NEGATIVE] Uh, they can't, they can't be patient to save their life.
[CUSTOMER][NEUTRAL] OK, never mind.
[CUSTOMER][POSITIVE] Oh my goodness gracious, wow, OK, sorry about that.
[AGENT][POSITIVE] Yeah, no problem. All right, bye.
[CUSTOMER][POSITIVE] Thank you. All right, bye.