AccountId: 011433970860
ContactId: d8914525-b5e7-49cf-8287-32ceaa4b048f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83569 ms
Total Talk Time (AGENT): 22682 ms
Total Talk Time (CUSTOMER): 42514 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/d8914525-b5e7-49cf-8287-32ceaa4b048f_20250603T19:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Um, I've got an upset admin frustrated on the line wanting to pay over the phone, the invoice and she can't pay it online.
[AGENT][NEUTRAL] Mm, we can only take debit or credit card. Was she told that?
[CUSTOMER][NEUTRAL] Well, a bit, so the group number is 269-51.
[CUSTOMER][NEUTRAL] It's for CMA Design studio.
[AGENT][NEUTRAL] And who's on the phone?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And our callback number is the one in the system for the group.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, send it to me.
[CUSTOMER][POSITIVE] And everything's fully verified and I did help her get set up on the new profile on the new portal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, ma'am. Here she comes.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes, ma'am. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Yes, I would like to make a payment over the phone.
[AGENT][NEUTRAL] OK, um, we can take a debit card or credit card.
[CUSTOMER][NEUTRAL] Oh then forget it. I will send an email, OK? I will send it via mail a check.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.