AccountId: 011433970860
ContactId: 969d6d42-1aff-4fe7-89e8-d21a4b2a24f6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 80019 ms
Total Talk Time (AGENT): 21892 ms
Total Talk Time (CUSTOMER): 24642 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/969d6d42-1aff-4fe7-89e8-d21a4b2a24f6_20250609T22:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATO. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi, my name is [PII], and I received a letter um saying that you guys didn't receive my payment and that my policy has been canceled.
[CUSTOMER][NEUTRAL] But I sent him a check.
[AGENT][NEUTRAL] Um, we can get that pulled up and confirm. I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] I'm gonna check in with my paperwork.
[CUSTOMER][NEUTRAL] I believe
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's definitely possible that that letter got sent um maybe before we received the payment um that has happened before but we can go ahead and uh get that sorted out um [PII], what was your last name? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] There's nobody there.