AccountId: 011433970860
ContactId: 7ce7299f-038d-4af3-bb08-37b4030d4c7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 54680 ms
Total Talk Time (AGENT): 19777 ms
Total Talk Time (CUSTOMER): 29401 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/7ce7299f-038d-4af3-bb08-37b4030d4c7b_20250619T15:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. Um, I'm calling because every month I, I'm online and I pay, you know, our, our bill, our invoice, but for some reason I'm having problems, um, logging in you guys have a new log in process or anything?
[AGENT][NEUTRAL] Yes we do we did an update on our system. You will have to set up a new account.
[CUSTOMER][NEGATIVE] Cause mine's not working.
[AGENT][NEUTRAL] Did you set up a new account?
[CUSTOMER][NEGATIVE] No, no.
[AGENT][NEUTRAL] That's that's what I just previously stated, you have to set up a new account.
[CUSTOMER][NEUTRAL] Oh we gotta set up a whole new account.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Got you, OK, alright, let me set it up if I have any problems I'll give you a call back.
[AGENT][POSITIVE] OK, thank you so much for calling American Public Life. Have a great day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Bye.