AccountId: 011433970860
ContactId: ac6bf5fb-d4ef-4d96-b567-d29cf24e4d34
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 47319 ms
Total Talk Time (AGENT): 12659 ms
Total Talk Time (CUSTOMER): 28109 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/2025/06/06/ac6bf5fb-d4ef-4d96-b567-d29cf24e4d34_20250606T20:02_UTC.wav
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[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], uh, my name's [PII]. I am look I was giving you a call because of the um.
[CUSTOMER][NEUTRAL] The uh broker portal change but it looks like everything has kind of been updated now um am I able to process a payment on behalf of the client for my portal?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] trip.
[AGENT][POSITIVE] You should be able to, yes.
[CUSTOMER][NEGATIVE] Unable to find the invoice you're looking for, please contact customer service.
[CUSTOMER][NEUTRAL] Can we take a look at that?
[AGENT][NEUTRAL] Sure, let me get you pulled up here.
[AGENT][NEUTRAL] OK, and who is.