AccountId: 011433970860
ContactId: baf43d5c-3046-46ed-a2b0-d25efa25a91e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 41979 ms
Total Talk Time (AGENT): 22451 ms
Total Talk Time (CUSTOMER): 13131 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/baf43d5c-3046-46ed-a2b0-d25efa25a91e_20250527T14:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] [PII], I am trying to log in and pay an invoice and I'm getting a oops there has been an error.
[AGENT][NEUTRAL] OK. And is it for your group?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I think we're having some technical difficulties today. Um, can I
[CUSTOMER][NEUTRAL] So should I try
[CUSTOMER][NEUTRAL] Try later.
[AGENT][NEUTRAL] Uh, yeah, you might try later in the afternoon. Um, we're launching out a new website and our system's running a bit slow, so if you wanna try late this afternoon, OK.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] No, I'll go ahead and do it later.
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] Alright thanks alrighty bye.