AccountId: 011433970860
ContactId: cf48b46a-8ad5-4019-890b-7a00dcc34507
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 56860 ms
Total Talk Time (AGENT): 30450 ms
Total Talk Time (CUSTOMER): 18728 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/cf48b46a-8ad5-4019-890b-7a00dcc34507_20250603T18:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi how are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Good thanks. Hey, I'm having a problem trying to make a payment online. Are you guys having a problem with the um site?
[AGENT][NEUTRAL] Um, are you on the new online service center?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am, we are um we with our IT department is aware of it, um, and they are trying to figure out what is causing the issue and uh.
[AGENT][MIXED] Hopefully we will be will be fixed shortly or soon, but yes, they're, they're having issues.
[CUSTOMER][NEUTRAL] OK, um, so we're not gonna be penalized or anything for nonpayments, right?
[AGENT][NEUTRAL] For the June invoice?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, no, as long as we get it within the month of June, you're fine.
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][POSITIVE] No ma'am, yeah, you're good you're welcome, no problem.
[CUSTOMER][NEUTRAL] Bye bye.