AccountId: 011433970860
ContactId: 3adb7e5d-3945-4b23-b3fc-451af861a6f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101459 ms
Total Talk Time (AGENT): 36254 ms
Total Talk Time (CUSTOMER): 53278 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/3adb7e5d-3945-4b23-b3fc-451af861a6f1_20250527T14:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, my name is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Um, somebody had me on on hold. They were helping me. Did they forget about me?
[AGENT][NEUTRAL] OK, what can I help you with?
[CUSTOMER][NEGATIVE] Um, I'm trying to get my statement printed because this, it's telling me you guys are having an error on the website and I'm trying to get my statement off of there.
[AGENT][NEUTRAL] OK, um, group number 14,920.
[CUSTOMER][NEUTRAL] I, you know, I put all that away. I, I'm sorry, um, let me look everything up, hold on.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Is it Roundup Memorial Healthcare?
[CUSTOMER][NEUTRAL] Yes, I'm sorry I had to open the whole sheet back up. She had already gotten all this so I closed everything, um, yeah, it's Roundup Memorial Healthcare group number.
[CUSTOMER][NEUTRAL] 14,920 and [PII] is the primary contact.
[AGENT][NEUTRAL] OK, um, I can get the invoice emailed over to the email address that we have on file.
[CUSTOMER][NEUTRAL] And that's the [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you very, very, would that be pretty soon do you think, or?
[AGENT][NEUTRAL] Yes, ma'am. In the next few minutes, our computers are, our system is having issues this morning. Everybody's stuff is being slow and not working, so yeah, it should be in the next few minutes.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, alright, alright, what.
[CUSTOMER][POSITIVE] Thank you very much for your help. Have a good day.
[AGENT][POSITIVE] You're welcome, no problem. You too.
[CUSTOMER][NEUTRAL] All right bye bye.
[AGENT][NEUTRAL] OK.