AccountId: 011433970860
ContactId: b3c8c86c-7884-4434-9732-efe70ffde364
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130110 ms
Total Talk Time (AGENT): 32209 ms
Total Talk Time (CUSTOMER): 37499 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/b3c8c86c-7884-4434-9732-efe70ffde364_20250422T13:32_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], hey, this is [PII] in the group billing department. How are you this morning?
[AGENT][NEUTRAL] Fine, [PII]. How are you?
[CUSTOMER][POSITIVE] I'm good. Can you hear me OK?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, because I was on the line with somebody else, and they couldn't hear me and I thought, well, I can hear me fine. Look, I've got [PII]. She's with group 21302, governmental Management Services.
[CUSTOMER][NEUTRAL] Um, she was calling about, um, their March and April invoice and you'll see that they're in a renewal hold. Are you able to tell me anything about that?
[AGENT][NEUTRAL] Um, and who's the person you are difficult to hear. It's, are you talking to your speaker on your on your laptop?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No, ma'am. I've got my em down.
[AGENT][NEUTRAL] Do you have your microphone maybe turned up?
[AGENT][NEUTRAL] On the headset
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] All the way up.
[AGENT][NEUTRAL] No, not the, not the speaker, the little mouthpiece. Is it turned up on your cheek maybe?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], go ahead and just transfer him.
[AGENT][NEUTRAL] And I'll, I'll talk to him.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[AGENT][NEUTRAL] Yeah. Just go ahead and transfer them cause I'm getting a lot of background noise from you.
[AGENT][NEGATIVE] She put me on hold.