AccountId: 011433970860
ContactId: 2a0130ca-d0f0-4fff-a5dd-a5d6cb677083
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76750 ms
Total Talk Time (AGENT): 43332 ms
Total Talk Time (CUSTOMER): 30530 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/2a0130ca-d0f0-4fff-a5dd-a5d6cb677083_20250617T15:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Uh, [PII], this is [PII]. I'm an agent.
[AGENT][NEUTRAL] Um, but I
[AGENT][NEGATIVE] Yes sir I'm having trouble with the website.
[CUSTOMER][NEGATIVE] I'm having trouble with the website.
[CUSTOMER][NEUTRAL] Uh, where I can't log in.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, did you follow the steps to set up your new login?
[CUSTOMER][NEUTRAL] Well, whenever I put my.
[CUSTOMER][NEUTRAL] Email address and and my password.
[CUSTOMER][NEGATIVE] It says my account is not registered.
[AGENT][NEUTRAL] Right, did you re-register your account two weeks ago they sent out an email, um, and the old OSC also had notification that we would be doing an update, and when that update was done you guys would have to re-register.
[CUSTOMER][NEUTRAL] OK, so where it says create your your OSC account, go ahead and click on that and start over. OK, alright, I can do that.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir. Yes, sir.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let us know, yes sir, let us know if you have any questions we have an email we can resend the email that was sent out originally to to guide you through the step by step process.
[CUSTOMER][POSITIVE] All right thanks a lot.
[AGENT][NEUTRAL] If, if you need help.
[CUSTOMER][POSITIVE] OK, alright, OK, great, we'll, we'll start here and see what we get.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.