AccountId: 011433970860
ContactId: 2709ff19-e208-4cf7-8c54-d5f17714db74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103919 ms
Total Talk Time (AGENT): 18631 ms
Total Talk Time (CUSTOMER): 74155 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/2709ff19-e208-4cf7-8c54-d5f17714db74_20250611T17:24_UTC.wav
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[CUSTOMER][NEUTRAL] When I came back in, so I'm sitting here cold.
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Hi, this is [PII] with APL. How can I help you?
[CUSTOMER][NEUTRAL] My name is [PII] and I understand that you all went to a new uploading on your computer on, on, I mean your online site. So I spoke with two representatives. They told me that I need to create a new account so that I can get activate in the system. I put the information in and it's telling me when I hit next.
[CUSTOMER][NEUTRAL] That the intimate or that complete uh.
[CUSTOMER][NEUTRAL] Uh, complete your account set up, OK, and I did that.
[CUSTOMER][NEUTRAL] OK. Oh, I guess it was just on some type of delay cause now it's trying to go through.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So, so I guess I, I might have just been jumping the gun instead of just waiting a moment for it to actually access the information.
[AGENT][NEUTRAL] Yeah, it is running a little bit slow, so just give it some time.
[CUSTOMER][NEUTRAL] OK, so we can.
[CUSTOMER][NEGATIVE] Oh my God, that, that's more slow cause I've actually tried, tried all morning to get in the system and I couldn't. So, OK, well, I'm in now, so I'm gonna disregard this call and just go go through everything and and complete it.
[AGENT][NEUTRAL] OK. Um, anything else I can look up while we're on the phone? OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No, she had already given me all the information. I just need to upload, load it and get it in the system.
[AGENT][POSITIVE] OK, OK. Well, thanks for calling [PII]. I hope you have a good afternoon.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Thank you