AccountId: 011433970860
ContactId: d95cca1c-60c6-4b87-821d-2b0d1fa871c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85639 ms
Total Talk Time (AGENT): 37298 ms
Total Talk Time (CUSTOMER): 23578 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/d95cca1c-60c6-4b87-821d-2b0d1fa871c3_20250610T14:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, um, I don't know if you guys change the website where we would go in to make our payments, but I can't get in there keeps directing me over to this other online service center.
[AGENT][NEUTRAL] Uh, yeah, we do have a new website, um, that wants, um, uh, and, uh, we can help you with that. Uh, can I get your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, and is the number you're calling from [PII] a good call back number for you?
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Um, I'm going to, uh, go ahead and, uh, transfer you to another, um, billing representative that can assist you because I'm having some computer issues right now. I apologize. Um, but I'm just gonna go ahead and transfer you to another billing rep, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][POSITIVE] That's fine, thank you.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I help you?