AccountId: 011433970860
ContactId: 859bb356-2500-4ced-b62f-89fea1026d59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69839 ms
Total Talk Time (AGENT): 42176 ms
Total Talk Time (CUSTOMER): 33102 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/859bb356-2500-4ced-b62f-89fea1026d59_20250603T15:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am, um, I'm not sure if I'm in touch with the right person, but I was trying to log in to pay my invoice, but the website's telling me it doesn't have my info.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes, so as of yesterday our website did go through uh quite a big change so you would have to uh create a new uh account it would be the same information uh the biggest difference would be uh the user name uh would just simply be the email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, yeah, it was telling me that I'm like mm I don't think that's right but OK OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yes, no, that is correct, it is a bit different.
[CUSTOMER][NEUTRAL] OK, so should I just create the account instead of try to log in?
[AGENT][NEUTRAL] Absolutely, yes, so your old login um isn't going to work anymore as it's just a new website. The information will all be the same. You just have to create a new account essentially.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK, um, all right, well I think I can figure that out. Well, thank you so much.
[AGENT][POSITIVE] All right, let us know if you need any other help, of course, have a great rest of your day.
[CUSTOMER][POSITIVE] Alright, I appreciate it you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.