AccountId: 011433970860
ContactId: 4674fcb8-3d0a-4d83-9bad-86cf646f98e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137169 ms
Total Talk Time (AGENT): 85041 ms
Total Talk Time (CUSTOMER): 52783 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/4674fcb8-3d0a-4d83-9bad-86cf646f98e8_20250602T13:33_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] Hey, [PII], this is [PII] on [PII]. How you doing?
[AGENT][NEUTRAL] I'm good, [PII]. How are you?
[CUSTOMER][POSITIVE] Doing great, doing great. I, uh, was on the phone this morning a couple of times with Ms. [PII], um, um, and she was just gonna reach out to IT, um, because, uh, are y'all having some type of system with the, uh, uh, problem with the online service center?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEGATIVE] We are, we rolled out a new OSC this weekend and um we're having uh all of our users are having to create new accounts and it just seems that we're having some trouble getting those new accounts set up.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEGATIVE] OK, um, because it's actually got our business on a complete freeze right now because we can't access anybody and we can't do any of our work, uh, is this something that that I can talk to IT and they could manually make get me in?
[AGENT][NEUTRAL] Right.
[AGENT][NEGATIVE] Unfortunately, no, um, it's they can't manually uh do it so they are I know [PII] has already reported your issue to them and we've been working on it so I've seen the emails going back and forth, you know, trying to figure out what is going on, um, so you got the actual did you get the pin number and then when you put the pin number in it told you that it, it didn't identify.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Is that correct? Is that what?
[CUSTOMER][MIXED] Correct, it says error page not found error 404 I believe, but um.
[AGENT][NEUTRAL] OK, error 404.
[CUSTOMER][NEUTRAL] And it's just um and I'm not trying to put pressure on you guys just our phone rings off the hook and everybody needs help and I can't check coverage or do anything or um.
[AGENT][POSITIVE] Right, I I understand. We are working this from an urgency kind of standpoint. We, you know, we didn't, uh, foresee this happening, but it did, and so, um, we are, it's being worked on it at an urgent level. So, um, the best I can tell you is we are working it and we'll get back to you as soon as we can and you know, if we need you to retry, you know, we'll give you a call and have you retry.
[CUSTOMER][POSITIVE] Oh, that'll work. I appreciate your time.
[AGENT][POSITIVE] OK. Thank you, [PII] I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][NEUTRAL] Mhm, mhm, bye.