AccountId: 011433970860
ContactId: 028d7e86-2cb3-40f0-b6c3-0e2293524bb3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 60639 ms
Total Talk Time (AGENT): 39710 ms
Total Talk Time (CUSTOMER): 20497 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/028d7e86-2cb3-40f0-b6c3-0e2293524bb3_20250612T16:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, I'm trying to call I'm calling because I can't get into my, uh, I guess my log in so I can go ahead and send payment.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, OK, so, um, and I do apologize for the confusion so as of last week our website did undergo quite a big change and with that change, uh, all users are now having to create new logins so with this new website you would go to um like you're a new user entering all of that information and then you would log in with your email after that.
[CUSTOMER][NEUTRAL] A new user, a whole new account.
[AGENT][NEUTRAL] That's correct. It all of the information will still be on there. It's just a new log in.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK, alright, I'll go ahead and create a new login.
[AGENT][POSITIVE] Alrighty, I apologize for the confusion. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Alrighty well thanks for giving us a call have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.