AccountId: 011433970860
ContactId: 184402d7-9c74-4424-a8cb-95e4085be85e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178000 ms
Total Talk Time (AGENT): 98504 ms
Total Talk Time (CUSTOMER): 47432 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/184402d7-9c74-4424-a8cb-95e4085be85e_20250409T16:01_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is. How may I assist you?
[CUSTOMER][NEUTRAL] Hey so this is [PII] again. I'm just calling back because I was trying to um.
[CUSTOMER][NEUTRAL] Log in, but it's, it's uh it's telling me for me to call you guys.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh, OK. Um, I can.
[CUSTOMER][NEUTRAL] That user wasn't found.
[AGENT][NEUTRAL] OK, I can check and see what happened. Maybe um the email or something is incorrect. Let me go ahead and
[AGENT][NEUTRAL] Help you with that. And um it looks like I still have your information pulled up. I just need to verify um your date of birth one more time.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, OK, let me check on that on the email because I think that's probably.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, and so the email that um
[AGENT][NEUTRAL] You gave me was, um, you said MY, your first name, your last name, the
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Like my, and why.
[CUSTOMER][NEUTRAL] And [PII], no [PII].
[AGENT][NEUTRAL] Oh, and one.
[AGENT][NEUTRAL] OK, that that's it.
[AGENT][NEUTRAL] It's usually the email. OK. So, NY, your first name, your [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. And let me update that so we can try it again.
[CUSTOMER][NEUTRAL] else about the brick.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK. Do you wanna try it now?
[CUSTOMER][NEUTRAL] OK, let me try it now yeah.
[CUSTOMER][NEUTRAL] Should I start it all over or?
[AGENT][NEUTRAL] Yes, mhm, yeah.
[CUSTOMER][NEUTRAL] OK, no user. I'm an individual user.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] Oh, no. Bear with me just a second.
[AGENT][NEUTRAL] I changed that but I missed something else. OK, bear with me.
[AGENT][POSITIVE] Yeah we have that on it.
[AGENT][NEUTRAL] Yeah, OK, now.
[CUSTOMER][NEUTRAL] Let me know when the test next.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Bear with me, yeah, I changed it in and it took the last thing out, so I had to fix it. Uh, sees the 15. OK, now, now it should be fine, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] press next. There it goes. Perfect, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're welcome. Is there anything else I can help you with today, Mr. [PII]?
[CUSTOMER][NEUTRAL] And that's it. I'm just gonna create this account so I can have it.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] All right. I'm sorry for that. All right. So if you have any other questions or concerns, just feel free to call us back, OK?
[CUSTOMER][POSITIVE] Thank you again, so
[CUSTOMER][NEUTRAL] All right, bye bye.
[CUSTOMER][POSITIVE] Thank you sir bye bye.
[AGENT][POSITIVE] You're welcome.