AccountId: 011433970860
ContactId: 72f183c6-57a6-4ae0-92fd-86b1c4b211cb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73760 ms
Total Talk Time (AGENT): 43457 ms
Total Talk Time (CUSTOMER): 27598 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/72f183c6-57a6-4ae0-92fd-86b1c4b211cb_20250612T16:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] with the city of Rosedale. I was calling because I can't get into our account online. It's telling me that uh that the account cannot be found.
[AGENT][NEUTRAL] Right, OK, and I do apologize for the confusion so as of last week our website did undergo quite a big change um and with that everyone is now having to uh create new accounts so you would uh go under new user yes it would be all of the same information the biggest difference is going to be uh instead of a user name uh after you create the account you would just um sign in with the email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright. I know it looks different.
[AGENT][POSITIVE] Yeah, sorry about the confusion.
[AGENT][NEUTRAL] Yes, well, it's the same it's all the same functions and stuff just needs a new log in.
[CUSTOMER][POSITIVE] Oh, no problem.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, I'll create that now.
[AGENT][POSITIVE] Sounds good. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you. All right. No, ma'am, that's it.
[AGENT][POSITIVE] All right thank you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.