AccountId: 011433970860
ContactId: 81df6781-c4bb-4ea4-b9f9-0e47cd9f3c2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 58540 ms
Total Talk Time (AGENT): 31859 ms
Total Talk Time (CUSTOMER): 27967 ms
Interruptions: 0
Overall Sentiment: AGENT=3.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/81df6781-c4bb-4ea4-b9f9-0e47cd9f3c2f_20250602T13:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I was trying to log online to pay a bill, and I, uh, did your system change?
[AGENT][NEUTRAL] Yes ma'am they were uh launching the new website today and they're having a couple of glitches. Was there maybe a payment I could take for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, well, we pay by electronic check. Is that still something that you're able to do?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Yes ma'am, not right at this moment. I apologize, they're working out the glitches at the moment.
[CUSTOMER][NEUTRAL] If I
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, do I have to create your OSC account? Do I have to do that in order to log in with an email now?
[AGENT][POSITIVE] Yes ma'am, it'll just be uh your email instead of a user name from now on, so it'll work out much better once they get those kinks worked out.
[CUSTOMER][NEUTRAL] Is that OK?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][MIXED] OK, thank you, we were just confused.
[AGENT][POSITIVE] I'm so sorry about that. Hopefully they'll have that worked out sometime today.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Yes ma'am you have a great day thanks for calling APO.
[CUSTOMER][POSITIVE] Mhm thanks.
[AGENT][NEUTRAL] Bye bye.