AccountId: 011433970860
ContactId: 8483afe3-188c-438a-a657-ce544a64e135
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 81760 ms
Total Talk Time (AGENT): 45626 ms
Total Talk Time (CUSTOMER): 37190 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/8483afe3-188c-438a-a657-ce544a64e135_20250605T17:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm having trouble logging on to my account um.
[CUSTOMER][NEGATIVE] I log in every month and that's how I pay my bill and it seems to not be able to find my account anymore.
[AGENT][NEUTRAL] OK, have you, um, re-registered with the new online service center or you'll have to create a whole new account.
[AGENT][NEUTRAL] If you haven't done so yet.
[CUSTOMER][NEUTRAL] No I have not.
[AGENT][NEUTRAL] Yes ma'am, so you'll have to when you're at the login page, um.
[CUSTOMER][NEGATIVE] I thought I'm like the log in page looks different.
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am. You'll have to create a new account, but all your information as far as, yes, ma'am.
[CUSTOMER][NEUTRAL] So it says create your.
[CUSTOMER][NEUTRAL] OSC account and go there.
[AGENT][NEUTRAL] Yes ma'am, mhm, and as far as like uh the bank account information that was on there that'll that'll pull over once you register.
[CUSTOMER][NEUTRAL] And then um.
[CUSTOMER][NEUTRAL] OK, so I'm just gonna say group.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] And then just follow these prompts and it's gonna be pretty easy.
[AGENT][NEUTRAL] Yes, ma'am. It'll look a little different once you get logged in, but we're hoping that this will end up being.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Very
[AGENT][POSITIVE] Easy and better for everybody, yes.
[CUSTOMER][POSITIVE] User friendly.
[CUSTOMER][POSITIVE] OK, all right, I'm gonna give it a shot. Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mm bye bye.
[AGENT][NEUTRAL] Bye