AccountId: 011433970860
ContactId: 696090c6-9f70-453d-a3e5-e55cc73c3d6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 48299 ms
Total Talk Time (AGENT): 7890 ms
Total Talk Time (CUSTOMER): 20019 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/696090c6-9f70-453d-a3e5-e55cc73c3d6d_20250606T18:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I actually just missed a call um.
[CUSTOMER][NEUTRAL] I've been having trouble signing into the portal to be able to pay our bill and um you guys just called me but I was on another line, I was calling back.
[AGENT][NEUTRAL] OK, no worries. Did you happen to get the name of um who.
[CUSTOMER][NEUTRAL] The lady I was talking to the other day was [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Oh my God.