AccountId: 011433970860
ContactId: a0f62924-35e2-473b-8ac2-71cd7e5e5b1f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 49939 ms
Total Talk Time (AGENT): 17992 ms
Total Talk Time (CUSTOMER): 24237 ms
Interruptions: 1
Overall Sentiment: AGENT=4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/a0f62924-35e2-473b-8ac2-71cd7e5e5b1f_20250505T17:36_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to go online and pay um our invoice. Is there a way to do that online?
[AGENT][NEUTRAL] Yes, um, through the online service center, uh, once you get to your invoice image, you're gonna click on submit.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, up above submit invoice.
[CUSTOMER][POSITIVE] OK, and then one time, OK, no that was all. I just couldn't see that, yes, I got it, thank you very much.
[AGENT][POSITIVE] And then, you got it? OK, good. There you go.
[AGENT][POSITIVE] You're very welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Uh huh you too.