AccountId: 011433970860
ContactId: 1fa9a99b-65fd-406e-a919-3383959f3d5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113080 ms
Total Talk Time (AGENT): 23348 ms
Total Talk Time (CUSTOMER): 70503 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/1fa9a99b-65fd-406e-a919-3383959f3d5a_20250606T19:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was in the line with somebody else who was trying to get me access to the new website. My name is [PII] from Cosmo International.
[CUSTOMER][NEUTRAL] I'm an administrator.
[CUSTOMER][NEUTRAL] And I need to be able to access my account so I can pay the bill.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's your group number?
[CUSTOMER][NEUTRAL] 25309.
[AGENT][NEUTRAL] OK, let me get that pulled up. Are you on the site right now?
[CUSTOMER][NEUTRAL] Um, I'm on the site and when I entered my information I get um the something doesn't match, so I'm not getting to.
[AGENT][NEUTRAL] And what addresses do you have for your group?
[CUSTOMER][NEUTRAL] My, uh, my address is [PII] and the administrator and I have another administrator so I don't know if maybe hers.
[AGENT][NEUTRAL] What what is the address for the group?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then the telephone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, we've got [PII].
[CUSTOMER][NEUTRAL] What's the main number?
[AGENT][NEUTRAL] We have [PII].
[CUSTOMER][NEUTRAL] That's my direct line, so I guess that's what we have. So if I change that, maybe we'll go through. Let me see. Oh yes, OK, yeah, that's, that's what didn't match. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect so I'm going to set up my account if I have any problem I will call back thank you so much.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] Thank you. Bye bye.
[AGENT][POSITIVE] Thank you