AccountId: 011433970860
ContactId: 56a56552-8f4c-4fb8-963a-707f851620d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198360 ms
Total Talk Time (AGENT): 120934 ms
Total Talk Time (CUSTOMER): 94751 ms
Interruptions: 6
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/56a56552-8f4c-4fb8-963a-707f851620d3_20250602T13:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Um, hi, is this [PII]?
[AGENT][NEUTRAL] This is APL.
[CUSTOMER][NEUTRAL] Oh hi APL.
[AGENT][NEUTRAL] No
[CUSTOMER][NEUTRAL] This is [PII]. How are you doing? All right, so I'm.
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][NEUTRAL] Good, I'm trying to log on and give access to one of my employees, [PII], and I think he was helped by [PII] at your office a few, a few minutes ago, and, uh, it's no matter what information I put in, it's telling me it's an error so my email used my.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So we're having network and an issue across the board and it is now a known issue so they are working to resolve it but you're not the only one having this problem and it doesn't seem um it's not just like a one off situation it seems even even us we can't create new logins either, so they've got IT on it to fix the to get fix the issue we just don't have an ETA yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, so I'll wait until IT resolves it, but OK, so maybe you can help me.
[AGENT][POSITIVE] Yeah, and I'm sure they'll send out a mass email too once, once it's resolved. I'm sorry.
[CUSTOMER][NEUTRAL] Alright, so maybe, yeah, maybe you can help me. The uh the zip code I had before is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] And my email was [PII]. Now it should be [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, can you let me know which zip code and which email to use?
[AGENT][NEUTRAL] Uh, you can use, you're creating a whole new account, so you can, you can use, you can set it up however you want to. It's not gonna be associated to the previous one, so you can, you can use the new email and whichever zip code is proper.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, perfect. I will do that and then it you don't have no happy Monday.
[AGENT][NEUTRAL] But I'm so sorry. Yeah, happy Monday. We don't, we don't.
[AGENT][NEUTRAL] I know we are.
[CUSTOMER][POSITIVE] So no, no worries, we'll go we'll come back, we'll come back when, when, when it's available now do you think um.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][POSITIVE] But it does look really nice once, once you get into it, it, it's very nice.
[CUSTOMER][NEUTRAL] Listen, I missed the old QPG where I used to go in and make my own proposals, OK?
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][POSITIVE] That was, that was beautiful.
[AGENT][POSITIVE] That was beautiful. I, we, we are working hard to, to make some new upgrades and things of that nature. So hopefully this will just be the first step in getting it all nicely taken care of.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so as soon as, uh, well I don't know, uh, do you think later today?
[AGENT][NEUTRAL] I'm fingers crossed. I don't, I really don't know, um, it is the first day that it has been launched and so.
[AGENT][NEUTRAL] I, we have not been given an ETA, but I mean our IT department is usually pretty fast acting, so hopefully it will be resolved today.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Because the other one.
[CUSTOMER][NEGATIVE] So first day glitches.
[AGENT][NEUTRAL] Yes, I know, I know.
[AGENT][NEUTRAL] We thought we had them all worked out I guess not.
[CUSTOMER][POSITIVE] Alright, alright, no worries.
[CUSTOMER][POSITIVE] Alright, alright, no worries, I'll try again later today and if not tomorrow will work too. Alright bye bye.
[AGENT][POSITIVE] All right. Thank you, sir.
[AGENT][NEUTRAL] Yes, bye.