AccountId: 011433970860
ContactId: 684ff691-4b9c-444f-93e9-754e666667ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72940 ms
Total Talk Time (AGENT): 27867 ms
Total Talk Time (CUSTOMER): 29070 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/684ff691-4b9c-444f-93e9-754e666667ac_20250618T15:01_UTC.wav
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[AGENT][NEUTRAL] If this is.
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling because I don't have access to log in to pay our invoices.
[CUSTOMER][NEUTRAL] Not sure if it was updated or you guys switched over, but.
[CUSTOMER][NEGATIVE] I can't get into the account.
[AGENT][NEUTRAL] There is a new account. Have you guys set up the account yet?
[CUSTOMER][NEUTRAL] Probably not since I I had the old information.
[AGENT][NEUTRAL] And so you're gonna go to create account and then you're gonna either if you're, it depends on, I guess, if you're setting it up for a broker agency, unemployed, it'll have the different options.
[CUSTOMER][NEUTRAL] So to pay our invoice would be under agent or broker?
[AGENT][NEUTRAL] Um, I'm sure it would probably be either in the group, right, if you're trying to pay a bill.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So you probably need the group to set it up first, and then add you as a user to make the payment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, let me get a hold of our broker thank you so much.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright bye.