AccountId: 011433970860
ContactId: 9b272c3e-f8f4-4f7e-83f7-f0b664a434b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 87260 ms
Total Talk Time (AGENT): 51191 ms
Total Talk Time (CUSTOMER): 34809 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/9b272c3e-f8f4-4f7e-83f7-f0b664a434b4_20250602T15:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL, this is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, I can't understand what you said.
[AGENT][NEUTRAL] Uh, this is [PII]. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], are you on a speaker phone?
[AGENT][NEUTRAL] I am not. Can you hear me better now?
[CUSTOMER][POSITIVE] Yeah I can now it's kind of.
[CUSTOMER][POSITIVE] Sounds like you were in a well.
[AGENT][NEUTRAL] Oh, that's weird. Is is it better now?
[CUSTOMER][POSITIVE] Yeah it's better now. Hey, this is [PII] and I'm an agent.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, sir. How can I help you?
[CUSTOMER][NEUTRAL] And I'm trying to log log I'm, I'm trying to log into my account online.
[CUSTOMER][NEGATIVE] And it's telling me it doesn't recognize my tells me it doesn't it doesn't recognize my account.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] So we just sent out an email. I'm so sorry about that um we are having some technical difficulties with this new um launch they are working on it and we are hoping something will happen before the end of day, but just keep an eye peeled out for any other emails regarding um the error being uh fixed.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, that's fine. I just wanna be sure. I thought maybe that might be it. That's OK.
[AGENT][POSITIVE] Yeah I'm so sorry. Yes, sir, it's not just you, no, it's everyone, even we don't have access to it right now.
[CUSTOMER][POSITIVE] All right, good deal.
[CUSTOMER][NEUTRAL] OK, well, I'll just be patient then.
[AGENT][POSITIVE] Thank you so much, sir. Happy Monday.
[CUSTOMER][POSITIVE] You too, thank you very much bye bye.
[AGENT][NEUTRAL] Uh bye.