AccountId: 011433970860
ContactId: 37f3fc7d-6310-426a-9105-7d26220c3793
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 64260 ms
Total Talk Time (AGENT): 22165 ms
Total Talk Time (CUSTOMER): 34571 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/37f3fc7d-6310-426a-9105-7d26220c3793_20250604T18:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from Nola Box Supply. So we got some new computers the other day and we were trying to log into the website to pay the um premium, but we can't get in and anything it doesn't recognize the account.
[AGENT][NEUTRAL] Yes, ma'am. So, um, with the new online service center, you'll have to create a new account.
[CUSTOMER][NEUTRAL] So even even with our group number and all that.
[AGENT][NEUTRAL] Yes, you have to create a whole new account. It's a it's our new online service center that uh launched uh Monday.
[CUSTOMER][NEUTRAL] So when we uh when we create the new account what uh will all of our stuff be in there?
[AGENT][NEUTRAL] Yes, it should pull everything over.
[CUSTOMER][NEUTRAL] OK, OK, alright, so I just go to the same website and just create account and then go from there?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alright, I appreciate it.
[AGENT][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Alright, have a good one.
[AGENT][NEUTRAL] OK, you too.