AccountId: 011433970860
ContactId: 626a6cdf-1c8e-49e1-bf27-8c1b269ecc15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199559 ms
Total Talk Time (AGENT): 84095 ms
Total Talk Time (CUSTOMER): 50730 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/626a6cdf-1c8e-49e1-bf27-8c1b269ecc15_20250624T20:04_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII] in Good billing. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Um, I'm wondering if something changed on the portal because last month I was able to log in and now I can't.
[AGENT][NEUTRAL] I can help you with that. What is your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right, [PII] and um what's a good call back number for you just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, [PII]. And what is that group number?
[CUSTOMER][NEUTRAL] The group number is 23,990.
[AGENT][NEUTRAL] 239,990.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And hold on just a moment, let me pull that up.
[AGENT][NEUTRAL] OK, [PII], can you verify, um,
[AGENT][NEUTRAL] Some information for me, please?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh, can you verify the um address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you very much. And can you verify the email address that we have on file, please?
[CUSTOMER][NEUTRAL] Uh, my email address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] A new account would be, would need to be created.
[AGENT][NEUTRAL] So, um, it looks like [PII], we have [PII] as our main contact she would be the one to set up the account and then she would be able to add you as a user.
[CUSTOMER][NEUTRAL] So you only have [PII] there on the account?
[AGENT][NEUTRAL] As the main contact, yes ma'am, she would have to a new account will have to be created.
[AGENT][NEUTRAL] So she would have to.
[CUSTOMER][NEUTRAL] No, but I just trying to understand, did something change on the portal because last month I paid.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she's the one that needs, she's the one that needs to create the logins.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] That'll be all. Thank you.
[AGENT][POSITIVE] Alright, well thank you for calling APL and you have a wonderful day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Alright bye bye.