AccountId: 011433970860
ContactId: e5877db2-50d9-4d56-ae34-1bb4422a55a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 45040 ms
Total Talk Time (AGENT): 21531 ms
Total Talk Time (CUSTOMER): 23433 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/e5877db2-50d9-4d56-ae34-1bb4422a55a6_20250606T14:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] [PII], good morning. My name is.
[CUSTOMER][NEUTRAL] My name is [PII], and I'm an agent here in [PII].
[CUSTOMER][NEGATIVE] Um, I am trying to set up my online account and I'm having some issues and I'm sure it's something I'm doing wrong and um I need some guidance.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEGATIVE] No, um, we have some known issues all the way around, um, unfortunately right now, uh, we are trying to get some fixes deployed for this, um, it just hasn't, we haven't gotten it all taken care of just yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][POSITIVE] OK. All right, then I'll check back. Thank you.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome bye bye.
[AGENT][NEUTRAL] All right bye