AccountId: 011433970860
ContactId: e93c473c-f65d-4093-abd6-5ce3dac45749
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76599 ms
Total Talk Time (AGENT): 16663 ms
Total Talk Time (CUSTOMER): 47587 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/e93c473c-f65d-4093-abd6-5ce3dac45749_20250507T13:55_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] I am good girl. Can you please look at this with me? I just got a quick question. I got a call on the line.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm not sure. OK, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mr. [PII].
[AGENT][NEUTRAL] What
[CUSTOMER][POSITIVE] OK, and he's calling and he's wanna know that we have it set up on automatic payment to draft on the [PII]. It is set to draft on the [PII]. What date will it actually draft if it's on the [PII]? We didn't always on the [PII]. It's gonna draft today. OK. I, I can go back and tell him that you don't have to talk to him. I just wanted to make sure I got the date right, but it, it will draft today. OK, perfect. Thank you so much. I appreciate it, and I'll let him know, OK.
[AGENT][NEUTRAL] On the [PII] today.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm, yeah.
[AGENT][POSITIVE] OK. Thank you. Have a good day.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] You're welcome. You too, dear. Bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Mr. [PII].
[CUSTOMER][NEUTRAL] Mr. [PII].