AccountId: 011433970860
ContactId: 8c496944-2825-4565-a4c9-b5b36461cc84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 32049 ms
Total Talk Time (AGENT): 13559 ms
Total Talk Time (CUSTOMER): 17971 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/8c496944-2825-4565-a4c9-b5b36461cc84_20250203T18:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I am doing all right, thank you, and I don't think I was supposed to call y'all. I think I was supposed to call billing. I'm sorry.
[AGENT][NEUTRAL] OK. All is forgiven.
[CUSTOMER][NEGATIVE] I'm an individual who needed to make a payment and I was just like customer, no it's not.
[AGENT][NEUTRAL] OK, that's right. It goes to billing.
[CUSTOMER][POSITIVE] Sorry, yeah, well I appreciate it, thanks.
[AGENT][NEUTRAL] All right. Bye.
[CUSTOMER][NEUTRAL] Bye.