AccountId: 011433970860
ContactId: 6616879e-babf-4145-bf5b-f4ea6081f7be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 123199 ms
Total Talk Time (AGENT): 43859 ms
Total Talk Time (CUSTOMER): 62867 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/6616879e-babf-4145-bf5b-f4ea6081f7be_20250602T20:51_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. We are having a hard time uh accessing our account. Uh, I spoke with an agent about 30 minutes ago. She said that new emails were sent out to create a new account because you changed the platform.
[CUSTOMER][NEGATIVE] We have not received anything. I searched the entire inbox, but I'm trying to create a new account and it doesn't let me.
[AGENT][NEUTRAL] Mhm, yes ma'am.
[AGENT][POSITIVE] OK. Yes, ma'am. I can help you with that, ma'am. What's your group number?
[CUSTOMER][NEUTRAL] Uh, uh, we really need.
[CUSTOMER][NEUTRAL] Uh, 26914.
[AGENT][NEUTRAL] The name of the group, please?
[CUSTOMER][POSITIVE] Wow, Management LLC.
[AGENT][NEUTRAL] OK. And can you verify the address for the group for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And tell me your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII]. And let me get a callback number for you just in case we get disconnected, please, Ms. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Is that right?
[CUSTOMER][NEUTRAL] I'm sorry, you are breaking up, so it's hard time to hear you.
[AGENT][NEUTRAL] Yes, ma'am. Can you hear me better now?
[CUSTOMER][NEUTRAL] I don't understand what you, I'm sorry, can you repeat?
[AGENT][NEUTRAL] Give me your callback number one more time and let me call you back so maybe we have a better connection. Is it [PII]?
[CUSTOMER][NEUTRAL] No, no, no, no, no, no, no, no, no, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK. Hang up and I'm gonna call you right back, OK, and see if we have a better connection, OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you. Yes.