AccountId: 011433970860
ContactId: 19a07841-b0bb-4fdd-9205-dcc04f8d04bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191539 ms
Total Talk Time (AGENT): 70040 ms
Total Talk Time (CUSTOMER): 52981 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/19a07841-b0bb-4fdd-9205-dcc04f8d04bf_20250527T13:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I think someone's fine.
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from a train of produce. Our group number is 25846.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Um, I'm having trouble signing and it's saying that the account is suspended. I did receive an email with a new password, and they were supposed to send a new user name, but I never did get a new user name, so it's still not working and I, I'm trying to obtain our invoice so that we can get it paid.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh gosh. OK. Let me take a look here.
[CUSTOMER][NEGATIVE] And I don't know how the account got suspended or why it got suspended.
[AGENT][NEUTRAL] Right. OK. Let me see here.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah what I have in here.
[AGENT][NEUTRAL] OK, so I am showing.
[AGENT][NEUTRAL] That the active user name for this account is uh [PII]. Did you try doing that with a new password? It's a [PII] at the beginning.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I didn't know it was one though.
[AGENT][NEUTRAL] Yeah, uh, the number [PII], it looks like.
[CUSTOMER][NEUTRAL] OK, let me go back.
[CUSTOMER][NEUTRAL] So use that password that they sent me.
[AGENT][NEUTRAL] I would try yeah using if you got a new password and then use that username and and see if that'll allow you in because I do see uh the other username without the number one it does show suspended um.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, it's telling me to create an account with the Matrina one, so do I create a new password that I want to choose?
[AGENT][NEUTRAL] I would, yes, create a new password that you guys wanna use, yes, uh huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I was trying to see if I could.
[CUSTOMER][NEUTRAL] OK, I'm in.
[AGENT][NEUTRAL] OK perfect so yeah I would use that username uh just going forward uh that should be the valid one that's active it looks like.
[CUSTOMER][POSITIVE] OK, great, thank you so much.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK