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Excel Sample Data | ||||||||||||
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Call Center Sentiment Analysis Data | ||||||||||||
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ID | Sentiment | CSAT Score | Call Timestamp | Reason | City | State | Channel | Response Time | Call Duration (Minutes) | Call Center | ||
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7
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PIS-39858047 | Neutral | 8 | 1/1/2024 | Billing Question | Charleston | West Virginia | Chatbot | Within SLA | 14 | Chicago/IL | ||
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8
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ROH-40287216 | Negative | 5 | 1/1/2024 | Billing Question | Honolulu | Hawaii | Call-Center | Within SLA | 32 | Los Angeles/CA | ||
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9
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NKC-39578431 | Negative | 3 | 1/2/2024 | Billing Question | Dallas | Texas | Chatbot | Within SLA | 6 | Denver/CO | ||
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10
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APY-17008648 | Very Negative | 4 | 1/2/2024 | Billing Question | Fort Myers | Florida | Below SLA | 26 | Los Angeles/CA | |||
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11
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MHK-38443501 | Positive | 8 | 1/2/2024 | Billing Question | Tuscaloosa | Alabama | Web | Within SLA | 26 | Los Angeles/CA | ||
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12
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QKL-49133006 | Very Negative | 4 | 1/3/2024 | Billing Question | Charleston | South Carolina | Web | Within SLA | 6 | Baltimore/MD | ||
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13
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ZPZ-31710059 | Very Positive | 10 | 1/3/2024 | Payments | Pensacola | Florida | Call-Center | Within SLA | 9 | Los Angeles/CA | ||
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14
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IJF-13083880 | Negative | 3 | 1/4/2024 | Billing Question | Little Rock | Arkansas | Call-Center | Within SLA | 15 | Baltimore/MD | ||
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15
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ZKW-68562847 | Negative | 3 | 1/4/2024 | Billing Question | Nashville | Tennessee | Web | Within SLA | 12 | Los Angeles/CA | ||
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16
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NIL-47926257 | Negative | 6 | 1/5/2024 | Billing Question | El Paso | Texas | Web | Within SLA | 42 | Los Angeles/CA | ||
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17
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BPQ-80812775 | Negative | 3 | 1/5/2024 | Billing Question | Santa Ana | California | Chatbot | Above SLA | 44 | Baltimore/MD | ||
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18
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ZOK-34480332 | Neutral | 7 | 1/6/2024 | Billing Question | Huntington | West Virginia | Chatbot | Within SLA | 29 | Baltimore/MD | ||
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19
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ZMB-79323804 | Negative | 5 | 1/6/2024 | Billing Question | Pittsburgh | Pennsylvania | Chatbot | Within SLA | 35 | Baltimore/MD | ||
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20
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YYO-56445305 | Very Negative | 2 | 1/7/2024 | Billing Question | Tucson | Arizona | Web | Within SLA | 30 | Los Angeles/CA | ||
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21
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JYD-67455825 | Negative | 6 | 1/7/2024 | Payments | Des Moines | Iowa | Call-Center | Within SLA | 29 | Los Angeles/CA | ||
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22
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KNO-93249512 | Positive | 9 | 1/8/2024 | Payments | San Francisco | California | Call-Center | Within SLA | 9 | Baltimore/MD | ||
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23
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VFG-63863025 | Very Positive | 9 | 1/8/2024 | Billing Question | Lansing | Michigan | Chatbot | Within SLA | 8 | Los Angeles/CA | ||
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24
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UCT-41608771 | Very Negative | 3 | 1/8/2024 | Billing Question | Washington | District of Columbia | Chatbot | Above SLA | 35 | Chicago/IL | ||
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25
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YLF-83918836 | Positive | 7 | 1/8/2024 | Billing Question | New York City | New York | Web | Within SLA | 20 | Baltimore/MD | ||
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26
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QCH-83950486 | Negative | 3 | 1/9/2024 | Billing Question | Madison | Wisconsin | Web | Within SLA | 31 | Los Angeles/CA | ||
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27
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PDB-14404239 | Neutral | 5 | 1/9/2024 | Billing Question | Fort Pierce | Florida | Below SLA | 39 | Los Angeles/CA | |||
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28
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LFZ-17229282 | Negative | 3 | 1/10/2024 | Billing Question | Lubbock | Texas | Call-Center | Within SLA | 38 | Denver/CO | ||
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29
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VKV-67119644 | Negative | 4 | 1/10/2024 | Billing Question | Stockton | California | Call-Center | Above SLA | 44 | Denver/CO | ||
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30
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PBY-32667898 | Very Negative | 4 | 1/11/2024 | Service Outage | Corpus Christi | Texas | Chatbot | Within SLA | 41 | Chicago/IL | ||
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31
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EWI-18960031 | Very Negative | 4 | 1/11/2024 | Billing Question | Minneapolis | Minnesota | Chatbot | Within SLA | 7 | Baltimore/MD | ||
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32
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IYX-48770048 | Very Negative | 4 | 1/12/2024 | Billing Question | Colorado Springs | Colorado | Within SLA | 34 | Los Angeles/CA | |||
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33
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EVO-87671386 | Very Positive | 10 | 1/12/2024 | Billing Question | Abilene | Texas | Web | Below SLA | 36 | Los Angeles/CA | ||
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34
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ZYX-10467563 | Neutral | 8 | 1/13/2024 | Billing Question | Fort Lauderdale | Florida | Call-Center | Within SLA | 9 | Chicago/IL | ||
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35
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DZU-03236134 | Negative | 6 | 1/13/2024 | Billing Question | Shawnee Mission | Kansas | Call-Center | Within SLA | 39 | Baltimore/MD | ||
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36
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CAZ-10660311 | Positive | 7 | 1/14/2024 | Billing Question | Gainesville | Florida | Within SLA | 17 | Los Angeles/CA | |||
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37
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ESF-57588548 | Very Positive | 10 | 1/14/2024 | Billing Question | Erie | Pennsylvania | Web | Within SLA | 26 | Los Angeles/CA | ||
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38
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WKS-55916097 | Neutral | 6 | 1/15/2024 | Service Outage | Houston | Texas | Chatbot | Below SLA | 35 | Baltimore/MD | ||
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39
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OHX-59443580 | Negative | 5 | 1/15/2024 | Payments | Saint Paul | Minnesota | Call-Center | Below SLA | 25 | Chicago/IL | ||
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40
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TLA-11600824 | Negative | 3 | 1/16/2024 | Service Outage | Minneapolis | Minnesota | Chatbot | Within SLA | 35 | Chicago/IL | ||
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41
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YPB-82095843 | Negative | 3 | 1/16/2024 | Billing Question | Fort Worth | Texas | Call-Center | Within SLA | 38 | Baltimore/MD | ||
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42
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LZU-62237096 | Negative | 3 | 1/17/2024 | Billing Question | Salt Lake City | Utah | Web | Below SLA | 14 | Los Angeles/CA | ||
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7
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PIS-39858047 | Neutral | 8 | 1/1/2024 | Billing Question | Charleston | West Virginia | Chatbot | Within SLA | 14 | Chicago/IL | ||
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8
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ROH-40287216 | Negative | 5 | 1/1/2024 | Billing Question | Honolulu | Hawaii | Call-Center | Within SLA | 32 | Los Angeles/CA | ||
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9
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NKC-39578431 | Negative | 3 | 1/2/2024 | Billing Question | Dallas | Texas | Chatbot | Within SLA | 6 | Denver/CO | ||
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10
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APY-17008648 | Very Negative | 4 | 1/2/2024 | Billing Question | Fort Myers | Florida | Below SLA | 26 | Los Angeles/CA | |||
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11
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MHK-38443501 | Positive | 8 | 1/2/2024 | Billing Question | Tuscaloosa | Alabama | Web | Within SLA | 26 | Los Angeles/CA | ||
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12
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QKL-49133006 | Very Negative | 4 | 1/3/2024 | Billing Question | Charleston | South Carolina | Web | Within SLA | 6 | Baltimore/MD | ||
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13
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ZPZ-31710059 | Very Positive | 10 | 1/3/2024 | Payments | Pensacola | Florida | Call-Center | Within SLA | 9 | Los Angeles/CA | ||
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14
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IJF-13083880 | Negative | 3 | 1/4/2024 | Billing Question | Little Rock | Arkansas | Call-Center | Within SLA | 15 | Baltimore/MD | ||
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15
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ZKW-68562847 | Negative | 3 | 1/4/2024 | Billing Question | Nashville | Tennessee | Web | Within SLA | 12 | Los Angeles/CA | ||
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16
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NIL-47926257 | Negative | 6 | 1/5/2024 | Billing Question | El Paso | Texas | Web | Within SLA | 42 | Los Angeles/CA | ||
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17
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BPQ-80812775 | Negative | 3 | 1/5/2024 | Billing Question | Santa Ana | California | Chatbot | Above SLA | 44 | Baltimore/MD | ||
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18
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ZOK-34480332 | Neutral | 7 | 1/6/2024 | Billing Question | Huntington | West Virginia | Chatbot | Within SLA | 29 | Baltimore/MD | ||
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19
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ZMB-79323804 | Negative | 5 | 1/6/2024 | Billing Question | Pittsburgh | Pennsylvania | Chatbot | Within SLA | 35 | Baltimore/MD | ||
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20
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YYO-56445305 | Very Negative | 2 | 1/7/2024 | Billing Question | Tucson | Arizona | Web | Within SLA | 30 | Los Angeles/CA | ||
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21
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JYD-67455825 | Negative | 6 | 1/7/2024 | Payments | Des Moines | Iowa | Call-Center | Within SLA | 29 | Los Angeles/CA | ||
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22
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KNO-93249512 | Positive | 9 | 1/8/2024 | Payments | San Francisco | California | Call-Center | Within SLA | 9 | Baltimore/MD | ||
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23
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VFG-63863025 | Very Positive | 9 | 1/8/2024 | Billing Question | Lansing | Michigan | Chatbot | Within SLA | 8 | Los Angeles/CA | ||
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24
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UCT-41608771 | Very Negative | 3 | 1/8/2024 | Billing Question | Washington | District of Columbia | Chatbot | Above SLA | 35 | Chicago/IL | ||
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25
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YLF-83918836 | Positive | 7 | 1/8/2024 | Billing Question | New York City | New York | Web | Within SLA | 20 | Baltimore/MD | ||
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26
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QCH-83950486 | Negative | 3 | 1/9/2024 | Billing Question | Madison | Wisconsin | Web | Within SLA | 31 | Los Angeles/CA | ||
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27
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PDB-14404239 | Neutral | 5 | 1/9/2024 | Billing Question | Fort Pierce | Florida | Below SLA | 39 | Los Angeles/CA | |||
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28
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LFZ-17229282 | Negative | 3 | 1/10/2024 | Billing Question | Lubbock | Texas | Call-Center | Within SLA | 38 | Denver/CO | ||
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29
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VKV-67119644 | Negative | 4 | 1/10/2024 | Billing Question | Stockton | California | Call-Center | Above SLA | 44 | Denver/CO | ||
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30
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PBY-32667898 | Very Negative | 4 | 1/11/2024 | Service Outage | Corpus Christi | Texas | Chatbot | Within SLA | 41 | Chicago/IL | ||
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31
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EWI-18960031 | Very Negative | 4 | 1/11/2024 | Billing Question | Minneapolis | Minnesota | Chatbot | Within SLA | 7 | Baltimore/MD | ||
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32
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IYX-48770048 | Very Negative | 4 | 1/12/2024 | Billing Question | Colorado Springs | Colorado | Within SLA | 34 | Los Angeles/CA | |||
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33
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EVO-87671386 | Very Positive | 10 | 1/12/2024 | Billing Question | Abilene | Texas | Web | Below SLA | 36 | Los Angeles/CA | ||
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34
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ZYX-10467563 | Neutral | 8 | 1/13/2024 | Billing Question | Fort Lauderdale | Florida | Call-Center | Within SLA | 9 | Chicago/IL | ||
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35
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DZU-03236134 | Negative | 6 | 1/13/2024 | Billing Question | Shawnee Mission | Kansas | Call-Center | Within SLA | 39 | Baltimore/MD | ||
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36
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CAZ-10660311 | Positive | 7 | 1/14/2024 | Billing Question | Gainesville | Florida | Within SLA | 17 | Los Angeles/CA | |||
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37
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ESF-57588548 | Very Positive | 10 | 1/14/2024 | Billing Question | Erie | Pennsylvania | Web | Within SLA | 26 | Los Angeles/CA | ||
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38
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WKS-55916097 | Neutral | 6 | 1/15/2024 | Service Outage | Houston | Texas | Chatbot | Below SLA | 35 | Baltimore/MD | ||
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39
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OHX-59443580 | Negative | 5 | 1/15/2024 | Payments | Saint Paul | Minnesota | Call-Center | Below SLA | 25 | Chicago/IL | ||
|
40
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TLA-11600824 | Negative | 3 | 1/16/2024 | Service Outage | Minneapolis | Minnesota | Chatbot | Within SLA | 35 | Chicago/IL | ||
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41
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YPB-82095843 | Negative | 3 | 1/16/2024 | Billing Question | Fort Worth | Texas | Call-Center | Within SLA | 38 | Baltimore/MD | ||
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42
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LZU-62237096 | Negative | 3 | 1/17/2024 | Billing Question | Salt Lake City | Utah | Web | Below SLA | 14 | Los Angeles/CA | ||
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7
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PIS-39858047 | Neutral | 8 | 1/1/2024 | Billing Question | Charleston | West Virginia | Chatbot | Within SLA | 14 | Chicago/IL | ||
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8
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ROH-40287216 | Negative | 5 | 1/1/2024 | Billing Question | Honolulu | Hawaii | Call-Center | Within SLA | 32 | Los Angeles/CA | ||
|
9
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NKC-39578431 | Negative | 3 | 1/2/2024 | Billing Question | Dallas | Texas | Chatbot | Within SLA | 6 | Denver/CO | ||
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10
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APY-17008648 | Very Negative | 4 | 1/2/2024 | Billing Question | Fort Myers | Florida | Below SLA | 26 | Los Angeles/CA | |||
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11
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MHK-38443501 | Positive | 8 | 1/2/2024 | Billing Question | Tuscaloosa | Alabama | Web | Within SLA | 26 | Los Angeles/CA | ||
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12
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QKL-49133006 | Very Negative | 4 | 1/3/2024 | Billing Question | Charleston | South Carolina | Web | Within SLA | 6 | Baltimore/MD | ||
|
13
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ZPZ-31710059 | Very Positive | 10 | 1/3/2024 | Payments | Pensacola | Florida | Call-Center | Within SLA | 9 | Los Angeles/CA | ||
|
14
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IJF-13083880 | Negative | 3 | 1/4/2024 | Billing Question | Little Rock | Arkansas | Call-Center | Within SLA | 15 | Baltimore/MD | ||
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15
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ZKW-68562847 | Negative | 3 | 1/4/2024 | Billing Question | Nashville | Tennessee | Web | Within SLA | 12 | Los Angeles/CA | ||
|
16
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NIL-47926257 | Negative | 6 | 1/5/2024 | Billing Question | El Paso | Texas | Web | Within SLA | 42 | Los Angeles/CA | ||
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17
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BPQ-80812775 | Negative | 3 | 1/5/2024 | Billing Question | Santa Ana | California | Chatbot | Above SLA | 44 | Baltimore/MD | ||
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18
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ZOK-34480332 | Neutral | 7 | 1/6/2024 | Billing Question | Huntington | West Virginia | Chatbot | Within SLA | 29 | Baltimore/MD | ||
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19
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ZMB-79323804 | Negative | 5 | 1/6/2024 | Billing Question | Pittsburgh | Pennsylvania | Chatbot | Within SLA | 35 | Baltimore/MD | ||
|
20
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YYO-56445305 | Very Negative | 2 | 1/7/2024 | Billing Question | Tucson | Arizona | Web | Within SLA | 30 | Los Angeles/CA | ||
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21
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JYD-67455825 | Negative | 6 | 1/7/2024 | Payments | Des Moines | Iowa | Call-Center | Within SLA | 29 | Los Angeles/CA | ||
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22
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KNO-93249512 | Positive | 9 | 1/8/2024 | Payments | San Francisco | California | Call-Center | Within SLA | 9 | Baltimore/MD | ||
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23
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VFG-63863025 | Very Positive | 9 | 1/8/2024 | Billing Question | Lansing | Michigan | Chatbot | Within SLA | 8 | Los Angeles/CA | ||
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24
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UCT-41608771 | Very Negative | 3 | 1/8/2024 | Billing Question | Washington | District of Columbia | Chatbot | Above SLA | 35 | Chicago/IL | ||
|
25
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YLF-83918836 | Positive | 7 | 1/8/2024 | Billing Question | New York City | New York | Web | Within SLA | 20 | Baltimore/MD | ||
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26
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QCH-83950486 | Negative | 3 | 1/9/2024 | Billing Question | Madison | Wisconsin | Web | Within SLA | 31 | Los Angeles/CA | ||
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27
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PDB-14404239 | Neutral | 5 | 1/9/2024 | Billing Question | Fort Pierce | Florida | Below SLA | 39 | Los Angeles/CA | |||
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28
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LFZ-17229282 | Negative | 3 | 1/10/2024 | Billing Question | Lubbock | Texas | Call-Center | Within SLA | 38 | Denver/CO | ||
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29
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VKV-67119644 | Negative | 4 | 1/10/2024 | Billing Question | Stockton | California | Call-Center | Above SLA | 44 | Denver/CO | ||
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30
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PBY-32667898 | Very Negative | 4 | 1/11/2024 | Service Outage | Corpus Christi | Texas | Chatbot | Within SLA | 41 | Chicago/IL | ||
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31
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EWI-18960031 | Very Negative | 4 | 1/11/2024 | Billing Question | Minneapolis | Minnesota | Chatbot | Within SLA | 7 | Baltimore/MD | ||
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32
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IYX-48770048 | Very Negative | 4 | 1/12/2024 | Billing Question | Colorado Springs | Colorado | Within SLA | 34 | Los Angeles/CA | |||
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33
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EVO-87671386 | Very Positive | 10 | 1/12/2024 | Billing Question | Abilene | Texas | Web | Below SLA | 36 | Los Angeles/CA | ||
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34
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ZYX-10467563 | Neutral | 8 | 1/13/2024 | Billing Question | Fort Lauderdale | Florida | Call-Center | Within SLA | 9 | Chicago/IL | ||
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35
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DZU-03236134 | Negative | 6 | 1/13/2024 | Billing Question | Shawnee Mission | Kansas | Call-Center | Within SLA | 39 | Baltimore/MD | ||
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36
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CAZ-10660311 | Positive | 7 | 1/14/2024 | Billing Question | Gainesville | Florida | Within SLA | 17 | Los Angeles/CA | |||
|
37
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ESF-57588548 | Very Positive | 10 | 1/14/2024 | Billing Question | Erie | Pennsylvania | Web | Within SLA | 26 | Los Angeles/CA | ||
|
38
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WKS-55916097 | Neutral | 6 | 1/15/2024 | Service Outage | Houston | Texas | Chatbot | Below SLA | 35 | Baltimore/MD | ||
|
39
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OHX-59443580 | Negative | 5 | 1/15/2024 | Payments | Saint Paul | Minnesota | Call-Center | Below SLA | 25 | Chicago/IL | ||
|
40
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TLA-11600824 | Negative | 3 | 1/16/2024 | Service Outage | Minneapolis | Minnesota | Chatbot | Within SLA | 35 | Chicago/IL | ||
|
41
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YPB-82095843 | Negative | 3 | 1/16/2024 | Billing Question | Fort Worth | Texas | Call-Center | Within SLA | 38 | Baltimore/MD | ||
|
42
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LZU-62237096 | Negative | 3 | 1/17/2024 | Billing Question | Salt Lake City | Utah | Web | Below SLA | 14 | Los Angeles/CA | ||