AccountId: 011433970860
ContactId: cd22b5cd-65e9-4de1-84ba-deb672fca986
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90720 ms
Total Talk Time (AGENT): 7609 ms
Total Talk Time (CUSTOMER): 53489 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/cd22b5cd-65e9-4de1-84ba-deb672fca986_20250602T17:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah [PII], uh, and this is [PII]. I'm calling from Montebello Property and I'm trying to pay APL and I know you guys changed the the system because I was just on the phone with somebody not about 5 minutes ago and I was able to log in and um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It it it's giving me an error. I mean, I, I, I don't know what else to do here. I mean, I am logged in. I am in, yeah.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] Uh, at the dashboard I guess, but I went into resource center and it doesn't give me my billing, so I, I don't know how to proceed this.
[AGENT][NEUTRAL] OK.
[AGENT][MIXED] No worries, OK, but you did.
[CUSTOMER][NEGATIVE] Sorry, I lost you.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] [PII], I can't hear you.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] I, I cannot hear a word. I, I don't know what happened, but I cannot hear anything. I'm not sure if you can hear me. If you can, you can call me at [PII].