AccountId: 011433970860
ContactId: f33df696-c1eb-4ebb-8f89-5b3de848fa30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94559 ms
Total Talk Time (AGENT): 34813 ms
Total Talk Time (CUSTOMER): 41532 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/f33df696-c1eb-4ebb-8f89-5b3de848fa30_20250311T21:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in care team. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I'm good, thank you. I have a member on the line um that needs to make a payment.
[AGENT][NEUTRAL] OK, uh.
[AGENT][NEUTRAL] Give me one second because um sorry I was I'm having some computer problems.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I forgot to put my, change my status.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEGATIVE] They won't let me open line at all. First my when they shut down, yeah, I'm getting, I keep getting all these error messages. It won't let me open line.
[CUSTOMER][NEUTRAL] Oh boy.
[CUSTOMER][NEUTRAL] Oh, you probably need to restart. Um, do you want me to call back the line and see if I get somebody else?
[AGENT][NEUTRAL] Uh, let me see if it'll let me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can send it to. Do you, do you wanna just transfer it to ATL billing, see if it'll just send it to a different billing person?
[CUSTOMER][NEUTRAL] Um, yeah, I'll go ahead and just call back, um, just if you want to put yourself on computer problems, then I'll go ahead and call back and see if I get somebody else, OK? Mhm.
[AGENT][NEUTRAL] OK, or I can also transfer it if you want because it'll let me transfer it to another billing person.
[CUSTOMER][NEUTRAL] It will, OK, go ahead if you can.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you? Hi [PII], how are you? This is So. Hi, I'm well. How about yourself?