AccountId: 011433970860
ContactId: e6fa452a-71ce-4fbb-8b07-40a17f9f536b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 97589 ms
Total Talk Time (AGENT): 44873 ms
Total Talk Time (CUSTOMER): 23581 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/e6fa452a-71ce-4fbb-8b07-40a17f9f536b_20250313T17:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was just speaking with you on the phone and I, I, we were disconnected.
[AGENT][NEUTRAL] 00, I'm so sorry, [PII]. Hold on real quick and let me go ahead and transfer you on over now.
[AGENT][NEUTRAL] I apologize.
[CUSTOMER][POSITIVE] OK thank you mhm.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the care team. I've got um Miss [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] He's on the phone. She is with group number 19045. She's calling from number [PII]. I have verified the group and she's calling because she wants to cancel the payment.
[AGENT][NEUTRAL] That she made today.
[CUSTOMER][NEUTRAL] OK, and uh just to make sure, did you say it was for group 19045?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you said you have.
[AGENT][NEUTRAL] And she's been verified.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, alright, you can go ahead and send her over.
[AGENT][NEUTRAL] OK, thanks, [PII], bye bye.
[CUSTOMER][POSITIVE] You're welcome.