AccountId: 011433970860
ContactId: ac3c6f40-8b1a-472c-aa4f-320cae9a2143
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 52430 ms
Total Talk Time (AGENT): 18771 ms
Total Talk Time (CUSTOMER): 23240 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/ac3c6f40-8b1a-472c-aa4f-320cae9a2143_20250527T15:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] And I'm trying to
[CUSTOMER][NEGATIVE] Uh, get my replacement.
[CUSTOMER][NEUTRAL] Uh, set up an online service center.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And could you help us with that?
[AGENT][NEUTRAL] So I will say that uh at the moment our online service center is currently uh down I'm not quite sure when it will be back up.
[CUSTOMER][NEUTRAL] OK, uh, I guess we'll just have to call back.
[AGENT][POSITIVE] Yes, I'm so sorry about that.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Of course thank you have a great day.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] You too. OK.
[CUSTOMER][NEUTRAL] 11