AccountId: 011433970860
ContactId: 9a53bcd7-74d5-42f6-837b-d3d030fb6e3b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121709 ms
Total Talk Time (AGENT): 63997 ms
Total Talk Time (CUSTOMER): 43217 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/9a53bcd7-74d5-42f6-837b-d3d030fb6e3b_20250527T14:47_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Atlas Cruises and Tours. Um, I'm trying to get into the website and I'm getting all sorts of errors. I was just wondering, are you, uh, is it down?
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] By any chance?
[AGENT][NEUTRAL] Excuse me, um.
[AGENT][NEUTRAL] I'm sorry for that. Yes, um, our online service center is currently down at the moment because we are switching systems, um, so that's why, um, it's causing an error.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. All right, um.
[AGENT][NEUTRAL] Is there anything that um you want right now? Mhm.
[CUSTOMER][NEUTRAL] Yeah, question for you, if I, if I need to terminate an employee, is that something that I do online or is it something that we have to email or advise you of?
[AGENT][NEUTRAL] Um, you can.
[AGENT][NEUTRAL] Add changing the employees um within the website as um with us, but um if it since it is currently not working, you can always email it to us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, cool, I will I or I can just wait and later on perhaps you'll be up and I can do it then.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm, yes, um, and if it's an urgent, you can, um,
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] You can email it to us. I can provide the email if you would like us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What is that?
[AGENT][NEUTRAL] Uh, care team.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Excellent. OK, I will do that. Thank you so much.
[AGENT][POSITIVE] You're welcome. You have a nice day.
[CUSTOMER][NEUTRAL] right
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.