AccountId: 011433970860
ContactId: 4cd3417f-f676-487a-b94b-996634bd6912
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323559 ms
Total Talk Time (AGENT): 82485 ms
Total Talk Time (CUSTOMER): 100556 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/4cd3417f-f676-487a-b94b-996634bd6912_20250130T17:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi um I am locked out of my account.
[AGENT][NEUTRAL] OK, yes ma'am, I can help you with that. Now is this your um personal account?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, it's uh business.
[AGENT][NEUTRAL] OK, do you have that group number?
[CUSTOMER][NEGATIVE] Oh, yes, wait, is it gonna let me in? No, it's not, not my cut. It's um, son of a bitch 26441. No, I think that's wrong. I can give you my, hold on, wait, let me see if I have oh wait, no, I have it printed probably.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Give me a second to pull my binder.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Now I can look it up by name, you know, that's fine.
[CUSTOMER][NEUTRAL] OK, it's gonna be uh [PII].
[AGENT][NEUTRAL] I'm sorry, say that again.
[CUSTOMER][NEUTRAL] [PII] or my first name is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. And what's your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, keep AC and heating.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, now your group number is 25207.
[CUSTOMER][NEUTRAL] 25207.
[AGENT][NEUTRAL] Um, but can you verify the address for the group?
[CUSTOMER][NEUTRAL] It is give me one second, uh, [PII].
[AGENT][POSITIVE] OK thank you I appreciate that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you mind if I get a, a callback number from you?
[CUSTOMER][NEUTRAL] Uh yes, give me one second, OK.
[CUSTOMER][NEUTRAL] For my extension.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Extension [PII].
[AGENT][POSITIVE] OK thank you I appreciate that. OK, I'm just pulling up your account so we can get that unlocked.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh yes ma'am. I see it is locked out.
[AGENT][NEUTRAL] OK, it is unlocked, um, so you should be able to get into it now.
[CUSTOMER][NEUTRAL] I guess not it says my username or password's invalid.
[AGENT][NEUTRAL] Um, now, your username is [PII] and your last name [PII] did you say [PII]? I'm sorry, I don't wanna mispronounce it.
[CUSTOMER][NEUTRAL] Yeah, [PII], and then I have [PII] [PII]
[AGENT][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] And then my password, it says that it's [PII].
[AGENT][NEUTRAL] Um, now we can't see the um password, so I'm not sure about that.
[CUSTOMER][NEUTRAL] OK, I think we're just gonna, I'm gonna reset my password, make sure.
[CUSTOMER][NEUTRAL] I just sent myself an email.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, let's see if this will work.
[CUSTOMER][POSITIVE] OK, I'm in thank you so much.
[AGENT][POSITIVE] Oh, good, good. You are welcome. Can I do anything else for you?
[CUSTOMER][NEUTRAL] No, ma'am, that's it.
[AGENT][POSITIVE] All right. Thank you, Ms. [PII]. You have a good day and thank you for calling ATL. Thank you.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Bye.