AccountId: 011433970860
ContactId: e35cccaa-9ec8-437b-8849-487c14da108e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180250 ms
Total Talk Time (AGENT): 8283 ms
Total Talk Time (CUSTOMER): 47537 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/e35cccaa-9ec8-437b-8849-487c14da108e_20250421T18:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII]. I'm an agent broker down in [PII]. Uh, I need some help here. I'm, uh, I've been trying for about the last week or so to enroll a couple of new employees on the APL.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And every time I do what I'll say is my regular way of doing it.
[CUSTOMER][NEUTRAL] Uh, click on the group. There's a little green box that says add employee.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Uh, I click on that and I get this, oops, there's been an error.
[AGENT][NEUTRAL] Um, you get that message as soon as you click on that button.
[CUSTOMER][NEUTRAL] So it's
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's happened for about a week now.
[CUSTOMER][NEUTRAL] I kept thinking there was an error on your side that would get fixed, but I don't know if it's something.
[CUSTOMER][NEUTRAL] I don't know what it is.
[CUSTOMER][NEUTRAL] And it says to call this number.
[CUSTOMER][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Hello, are you still there?
[CUSTOMER][NEUTRAL] No I'm gonna hang up and call back I guess.