AccountId: 011433970860
ContactId: d01a469e-7bcb-42ce-85cf-411147bec412
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177220 ms
Total Talk Time (AGENT): 58711 ms
Total Talk Time (CUSTOMER): 85616 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/d01a469e-7bcb-42ce-85cf-411147bec412_20250623T14:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I have 2 groups with you, and this month I have not been able to log in the courses.
[AGENT][NEUTRAL] OK, I can help you with that, ma'am. Give me one moment, OK?
[AGENT][NEUTRAL] Do you have your current number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I do. Um, let me tell you what the group numbers are.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, good number.
[CUSTOMER][NEUTRAL] 15932
[CUSTOMER][NEUTRAL] That's one
[AGENT][NEUTRAL] And what is that name of that group for me, please?
[CUSTOMER][NEUTRAL] The name is [PII] Are you an answering service?
[AGENT][NEUTRAL] Yes, ma'am. Can you please give me your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, what is the group's address, ma'am?
[CUSTOMER][NEUTRAL] The group address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. OK, and I'll see.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]. Thank you so much. OK. Um, and your name is [PII], is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, thank you for that. I'll verify.
[CUSTOMER][NEGATIVE] And I'm very upset. I'm very upset because I have been trying to get someone to help me pay the bill for a month, for one month.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEGATIVE] And no one is really helping.
[AGENT][NEUTRAL] OK, well, let me help you, Ms. [PII]. I'll do all I can to help you, OK? Let me, um, you said you had two groups, correct? What's the other group number? Can you give me the other?
[CUSTOMER][NEUTRAL] I, I don't, I don't, we don't need to discuss the other group at this point. This is the main group. Try to help me with one and let something happens or if you answering service, please relay my message.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Yes,
[AGENT][NEUTRAL] Yes, ma'am. Give me your callback number please just in case we get disconnected.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK. Thank you, Ms. [PII]. OK, so.
[CUSTOMER][NEUTRAL] You can go to my job.
[CUSTOMER][NEUTRAL] This is gonna be my last call, OK? I'm really up to.
[AGENT][NEUTRAL] We seem to have a
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't wanna deal with this anymore. OK, thank you, OK?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, ma'am, you're welcome, um, which like.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Ma'am?
[CUSTOMER][NEUTRAL] Goodbye.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Do you need anything, do you need anything else from me?
[AGENT][POSITIVE] No, ma'am. You have a great day, OK?
[CUSTOMER][POSITIVE] You too. Thank you.