AccountId: 011433970860
ContactId: 78db9ea7-5b21-4cc3-b550-82ddbbe0a485
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117510 ms
Total Talk Time (AGENT): 41717 ms
Total Talk Time (CUSTOMER): 60109 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/78db9ea7-5b21-4cc3-b550-82ddbbe0a485_20250609T18:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] down in [PII] Rouge, [PII]. How are you today?
[AGENT][NEUTRAL] Good, sir. How are you?
[CUSTOMER][POSITIVE] Outstanding, I need to check and see if uh.
[CUSTOMER][NEUTRAL] My client.
[CUSTOMER][NEUTRAL] Uh, elite Services.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Elite
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] 18823
[CUSTOMER][NEUTRAL] Is there uh
[CUSTOMER][NEUTRAL] Number
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Their, uh, AP APL number and I need to check and see if their, uh, payments are up to date. I think they're too behind.
[AGENT][NEUTRAL] Yes, I
[AGENT][NEUTRAL] OK, um, that is gonna take me a second to get into that system and research it. I just had to restart everything. Um, what is a good phone number for me to give you a call back at?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] no no no I'm sorry [PII].
[AGENT][NEUTRAL] [PII], huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] OK and give me your name one more time, sir.
[CUSTOMER][NEUTRAL] Uh, my name is [PII], you call me [PII].
[AGENT][POSITIVE] Thank you. All right, yeah, give me um 15 minutes or so and I'll have all of that back up and running and I'll give you a call and let you know for sure.
[CUSTOMER][NEUTRAL] If if I happen to miss your call and I'm on the phone or something like that, uh, just leave a message and I'll call you back, uh, with a leave me an extension, OK?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. All right. Thank you, sir.
[CUSTOMER][POSITIVE] Thank you, thank you, dear. All right, yes, ma'am bye bye.
[AGENT][NEUTRAL] Bye bye.