AccountId: 011433970860
ContactId: 8fa2ab35-3c09-44e7-b716-46818ea6ab1a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 124459 ms
Total Talk Time (AGENT): 44848 ms
Total Talk Time (CUSTOMER): 56063 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/8fa2ab35-3c09-44e7-b716-46818ea6ab1a_20250617T20:46_UTC.wav
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[CUSTOMER][NEUTRAL] On your checklist for just like.
[AGENT][NEUTRAL] Oh [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi how are you? I'm trying to log into my portal and uh this is the first time I've ever like run into an issue getting in and I'm trying to get our invoice information I have um.
[AGENT][POSITIVE] I'm good.
[CUSTOMER][NEGATIVE] My username to log in is not an email address and the portal keeps asking me for an email address, and when I put that in.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] And when I put that in, it says it doesn't know my credentials.
[AGENT][NEUTRAL] Yes, ma'am. So we launched a new online service center, so everybody has to create a new account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so how do I do that?
[AGENT][NEUTRAL] Um, you'll do the, um, click on the create new account or create new online service center.
[CUSTOMER][POSITIVE] Great
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And what's your group number?
[CUSTOMER][NEUTRAL] Uh, let me pull up an old invoice hold on.
[CUSTOMER][NEUTRAL] 9.
[CUSTOMER][NEUTRAL] 26744.
[AGENT][NEUTRAL] Thank you, can you verify the billing address for me please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and who is the contact person we should have on file?
[CUSTOMER][NEUTRAL] Um, you probably either have myself [PII] or [PII].
[AGENT][NEUTRAL] OK. We have, um, [PII] as the main contact and, um, we have her contact email. So she would be the one that would have to set that account up.
[AGENT][NEUTRAL] Because it would have to be her email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. No problem.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Right.