AccountId: 011433970860
ContactId: 80f66f88-9ef2-40fd-a630-33cab762fbc4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174380 ms
Total Talk Time (AGENT): 52537 ms
Total Talk Time (CUSTOMER): 104656 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/80f66f88-9ef2-40fd-a630-33cab762fbc4_20250121T19:06_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Somebody wins $1000.
[CUSTOMER][NEUTRAL] Hi, Ms. [PII]. We are, I am trying to upload documents into the system.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Um, so somebody's helped us.
[CUSTOMER][NEGATIVE] Um, create an account and get in and all that on fine, but now I'm trying to upload documents and it's not going well and it actually a thing just popped up and said there's been an error.
[AGENT][NEUTRAL] OK, so this is uh Ms. [PII] and [PII].
[CUSTOMER][POSITIVE] Yes, it is. You're so good.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. Um, so I have, let me go back. Hold on one second.
[CUSTOMER][POSITIVE] You're so good. Are you the only one working there?
[AGENT][NEUTRAL] I don't know.
[AGENT][NEUTRAL] I think it might write you back to me since I already talked to you.
[CUSTOMER][POSITIVE] Well thank God we got yeah.
[CUSTOMER][POSITIVE] Well, I appreciate it tremendously. So, you know, it's
[AGENT][POSITIVE] Oh, you're very welcome.
[CUSTOMER][NEGATIVE] So when I tried to upload like first I thought, OK, I'm uploading too many documents so I went back and I did one and I can't even get one to upload to submit.
[AGENT][NEUTRAL] What's the error that it's saying?
[CUSTOMER][NEUTRAL] Um, it just says looks like we're experiencing, uh, looks like we're experiencing technical difficulties. If it continues, call customer service. So we need to go back, press option 4.
[AGENT][NEUTRAL] Well, no, so that's not anything that you're doing. Um, they're doing some work on the website, so that could be why you're receiving that error. Um, I would give it about an hour or two. if not, I would try again tomorrow, um, that's probably why you're receiving that.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, we can do that. What's your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Thank you so much, [PII]. You've been tremendously helpful. We appreciate you.
[AGENT][POSITIVE] You're very welcome. If you need anything, let us know.
[CUSTOMER][NEUTRAL] OK, thank you. OK, [PII].
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Are you here tomorrow? No, I'm not here tomorrow, but.
[AGENT][NEUTRAL] Am I here tomorrow? Oh.
[CUSTOMER][NEUTRAL] Oh no, I mean [PII], if she is, well, I'll try. Well, let me take a picture of all your science stuff and all, and, and I'm trying to print your ID card so I can figure that out.
[CUSTOMER][NEGATIVE] Not that it's gonna be good for much longer.
[CUSTOMER][NEUTRAL] ID card desktop say.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] ID card.
[CUSTOMER][NEUTRAL] I will say the first time I did this.
[CUSTOMER][NEGATIVE] OK, it was like too big.
[AGENT][NEUTRAL] Y'all didn't disconnect. I just wanted to make sure you were OK.
[CUSTOMER][POSITIVE] Oh sorry thank you OK bye [PII] thank you.
[AGENT][NEUTRAL] All right, bye bye.
[CUSTOMER][NEUTRAL] But