AccountId: 011433970860
ContactId: 72696fcf-99be-4eee-b1f6-ac07339e9521
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72760 ms
Total Talk Time (AGENT): 24701 ms
Total Talk Time (CUSTOMER): 15429 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/72696fcf-99be-4eee-b1f6-ac07339e9521_20250606T14:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I can't access our account online.
[AGENT][NEUTRAL] OK, yes, so as of a few days ago the website did undergo uh quite a big change, um, so you would have to re-register uh it would be all of the same information but you do have to register again and then uh log in with that information.
[CUSTOMER][NEGATIVE] Well, I tried that and like I punched in my tax ID number and it tells me no user was found with that information.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so are you are with a provider?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?