AccountId: 011433970860
ContactId: a95cd1db-e0c3-4a94-a1e1-db7e8fabe903
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 37759 ms
Total Talk Time (AGENT): 16061 ms
Total Talk Time (CUSTOMER): 24907 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=4.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/a95cd1db-e0c3-4a94-a1e1-db7e8fabe903_20250618T20:25_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] Hi I am trying to pay one of our invoices on your new portal and um when I try to click it to review it it says oh nope it's working now, just kidding, sorry.
[AGENT][NEUTRAL] Wait, is that what it says or for real? You're OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, no, no, I'm good. It was saying it couldn't be, yeah, but now it's working, so we're good.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] You're OK. OK. I'm like, wait, you said that, OK.
[CUSTOMER][POSITIVE] All right, thank you so much. Bye.
[AGENT][POSITIVE] All right. You're welcome. Have a good day. Bye-bye.