AccountId: 011433970860
ContactId: a91f63c3-e64f-46c6-91e5-6d53d60b3903
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 109870 ms
Total Talk Time (AGENT): 20277 ms
Total Talk Time (CUSTOMER): 27462 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/a91f63c3-e64f-46c6-91e5-6d53d60b3903_20250214T22:22_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling EPL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][POSITIVE] I'm doing good. I have a um [PII] representative on the other line that needs to make a payment.
[AGENT][NEUTRAL] Alright, and what's the group number that they're paying on?
[CUSTOMER][NEUTRAL] So it's 16995.
[AGENT][NEUTRAL] And what's their name?
[CUSTOMER][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] And it's for invoice 63794003.
[AGENT][NEUTRAL] Alright, give me just one second, just let me get it over.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] 679403.
[AGENT][NEUTRAL] Alright you can send them over.
[CUSTOMER][NEUTRAL] Alrighty, hold on one moment.
[CUSTOMER][NEUTRAL] Actually, it looks like the call disconnected, um, so I guess they'll call back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you, [PII].
[AGENT][POSITIVE] You're welcome bye.
[CUSTOMER][NEUTRAL] OK, bye bye.