AccountId: 011433970860
ContactId: 03269261-c8ed-4e83-920c-42e0f04ca717
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90620 ms
Total Talk Time (AGENT): 9223 ms
Total Talk Time (CUSTOMER): 28951 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/2025/06/20/03269261-c8ed-4e83-920c-42e0f04ca717_20250620T17:40_UTC.wav
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[AGENT][NEUTRAL] Well, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, [PII]. I am.
[CUSTOMER][NEUTRAL] Trying to log in for about a month.
[CUSTOMER][NEUTRAL] And I can't log in. I mean, I've been trying.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] I'm so sorry I couldn't hear you very well there at the beginning um could you repeat that?
[CUSTOMER][NEUTRAL] Group number 15932.
[CUSTOMER][NEUTRAL] And group number 25305.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I am trying to log in the portal to pay my bills.
[CUSTOMER][NEGATIVE] For the past 20 days, and I can't.
[CUSTOMER][NEUTRAL] Did you hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh boy.
[CUSTOMER][NEUTRAL] Hello? Can you hear me?
[CUSTOMER][NEUTRAL] Hello?