AccountId: 011433970860
ContactId: 34d94e88-a435-4ffa-91a8-a7edadc21bc2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100139 ms
Total Talk Time (AGENT): 52844 ms
Total Talk Time (CUSTOMER): 33421 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/34d94e88-a435-4ffa-91a8-a7edadc21bc2_20250602T14:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I, I'm trying to log into my, I don't know where I would need to be directed to. I'm trying to log into this new OSC.
[AGENT][NEUTRAL] Yes, um, you've called the right place. um, we are experiencing some issues this morning. um, is it, is it sending you the pin number to go ahead and log in or um.
[CUSTOMER][NEGATIVE] Well, it gave me a pin number and it doesn't recognize my email and then there's nothing I can do and then sends me the pin number again and then it sends me the pin number again.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's what I needed to know um if you could, uh, tell me who I'm speaking with and um we're just reporting this to our IT and they are currently working on it but um we're just letting them know who is having problems.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it is a, uh, this is [PII].
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] And [PII], what's a good call back so that I can let you know when this is resolved?
[CUSTOMER][NEUTRAL] Uh, you can give me a call back at 7.
[CUSTOMER][NEUTRAL] Uh, just call back at [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII] perfect um we are keeping a log so as soon as they let us know that the issue is resolved, I can give you a call back.
[CUSTOMER][POSITIVE] OK, alright, thank you.
[AGENT][POSITIVE] Thank you, [PII]. You have a great day.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] You too.