AccountId: 011433970860
ContactId: 09513510-3bcc-4f24-9fa4-995e0dc78fe0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85419 ms
Total Talk Time (AGENT): 43058 ms
Total Talk Time (CUSTOMER): 22941 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/05/09513510-3bcc-4f24-9fa4-995e0dc78fe0_20250505T21:59_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] and [PII].
[AGENT][NEUTRAL] Hey, how are you?
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] Good how are you? Haven't talked to you in a long time.
[AGENT][POSITIVE] I know, I'm doing good. What you got for me today?
[CUSTOMER][NEUTRAL] It's policy 259-585-9 for [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just need his username.
[AGENT][POSITIVE] Oh, no problem. Hang on just a second.
[AGENT][NEUTRAL] Let me pull that up.
[AGENT][NEUTRAL] He doesn't have an account set up.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Are you serious? He doesn't have one? OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, there, there's not one that it says that Li Constitute does not have an OSC profile. I know that back a couple years back they set up accounts, but when we revamped the online service center, we wiped everybody out and everybody else was supposed to go back out there and recreate an account, so he might have just didn't realize that he never created a new one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'll let him know then thank you.
[AGENT][POSITIVE] You're welcome. Let me know if you need anything else, and I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you. Have a good day bye.
[AGENT][NEUTRAL] You too