AccountId: 011433970860
ContactId: 4fa1ddf0-10e2-4587-a8bd-ae31520f0d10
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 78779 ms
Total Talk Time (AGENT): 49300 ms
Total Talk Time (CUSTOMER): 25927 ms
Interruptions: 1
Overall Sentiment: AGENT=3.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/4fa1ddf0-10e2-4587-a8bd-ae31520f0d10_20250606T22:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. um, I am just having trouble sign in and I was hoping that maybe you can help with that and figure out why.
[AGENT][NEUTRAL] Uh, sign in on our, our online portal.
[CUSTOMER][NEUTRAL] Yeah, I mean, well, it's the, I'm on the PC.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sure, OK, so I will say that as of just a few days ago our website did undergo quite a big change um and with that everyone now has to make another account.
[AGENT][NEUTRAL] Um, as of just this week, so you would have to reregister and then once you do that you would just it would be all the same information that you used before, um, should look almost identical and then the only difference is gonna be when you go to sign in after that's been created you wouldn't set up a user name you would just log in using an email.
[CUSTOMER][NEUTRAL] I see. OK. Um, I will try that and
[AGENT][POSITIVE] Yes, I'm sorry it's been very confusing so I certainly apologize.
[CUSTOMER][NEUTRAL] No, that's OK. I, I understand. So I'll, I'll try that and then um if, if problems persist, I'll call back.
[AGENT][POSITIVE] Absolutely, absolutely.
[CUSTOMER][POSITIVE] Yeah. Thank you, [PII]. I appreciate it.
[AGENT][POSITIVE] Oh, you're very welcome. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.