AccountId: 011433970860
ContactId: 8bd11c7c-45d0-4020-b674-e4fe4ff682f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69110 ms
Total Talk Time (AGENT): 16170 ms
Total Talk Time (CUSTOMER): 50703 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/8bd11c7c-45d0-4020-b674-e4fe4ff682f2_20250203T19:53_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? this is [PII].
[AGENT][NEUTRAL] Hi, how are you?
[CUSTOMER][POSITIVE] I'm good. How about you?
[AGENT][POSITIVE] Good, thank you.
[CUSTOMER][NEUTRAL] Yeah, um, I have a broker on the line and she's trying to
[CUSTOMER][NEUTRAL] To get like the billing information like um basically there's something off with the payments with the invoices and she needs to get this fixed so she can get with the group and see exactly what they need to pay and what's going on she asked for a bill versus pay.
[CUSTOMER][NEUTRAL] Invoice or document. I'm not sure if you have anything like that.
[AGENT][NEUTRAL] Well, wouldn't that, wouldn't that be billing?
[CUSTOMER][NEUTRAL] Oh my goodness, I click on broker resources instead of being, I, I do apologize. I'm like, what? I clicked the one.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You're fine. I'm thinking I can't get them any of that.
[CUSTOMER][POSITIVE] I'm so sorry
[CUSTOMER][POSITIVE] I did it so fast I didn't notice like all broken resource. OK, thank you. Let me help you. Bye-bye.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Bye.