AccountId: 011433970860
ContactId: 6f8a23e9-bbe0-4e38-801f-9df89eee79ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143220 ms
Total Talk Time (AGENT): 64409 ms
Total Talk Time (CUSTOMER): 52448 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/6f8a23e9-bbe0-4e38-801f-9df89eee79ef_20250620T17:56_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, I am trying to log into your new web portal and it is not recognizing me.
[AGENT][POSITIVE] OK, sure, I can assist you with that. And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII] and the last name is [PII] and the callback number is [PII].
[AGENT][NEUTRAL] Thank you. And this is your personal policy or you're calling from a group?
[CUSTOMER][NEUTRAL] Um, I am calling from the group.
[AGENT][NEUTRAL] OK. May I have the group number?
[CUSTOMER][NEUTRAL] 14879
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Thank you and may I have the name of the group and the mailing address?
[CUSTOMER][NEUTRAL] Um, Nightingale.
[CUSTOMER][NEUTRAL] Nightingale admin service [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Let's see. May I have um email address on file if you know it. If not, may I have yours?
[CUSTOMER][NEUTRAL] Um, it should be under [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm sorry, [PII] sorry.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. Um, OK, be fine, um.
[AGENT][NEUTRAL] I see that um this
[AGENT][NEUTRAL] The contact person on this one is Mr. [PII]. OK, uh, um, they need to register again the account for you to be able to get in and give you access. Um, as of [PII], we send an email indicating that all accounts needed to be recreated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it just all needs to go in and then give me access again.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][POSITIVE] OK, um, alright, I will let him know thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help?