AccountId: 011433970860
ContactId: 9cedd8a6-cb36-41ec-a7ae-023fc7da2e71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 69540 ms
Total Talk Time (AGENT): 47607 ms
Total Talk Time (CUSTOMER): 16872 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/9cedd8a6-cb36-41ec-a7ae-023fc7da2e71_20250617T20:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm having trouble logging into our account to pay our bills.
[AGENT][NEUTRAL] Yes ma'am, we have launched a new website. Have you created a new account?
[CUSTOMER][NEUTRAL] No, OK, so I need to create a new account.
[AGENT][NEUTRAL] Yes ma'am, so you just wanna click on create new, um, it's not gonna say new, it'll just say create OSC account and you'll just wanna follow those steps and it just has to match the information that we have. So the contact we have in our system, the email address and phone number actually you only need to do the ones that are required with the asterisk and uh that way we've had a couple of times where there's been an issue with uh putting more information that's required, so I would just do the required information that has an asterisk.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] But as long as it matches what's in our system you should be able to create that new account.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I can send you a user guide that shows you where everything is in our new uh on our new site if you'd like.
[CUSTOMER][POSITIVE] Got it alright thank you.
[CUSTOMER][NEUTRAL] No, that's OK. I'll find my way around.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you for calling ATL. Have a great week. Bye-bye.
[CUSTOMER][NEUTRAL] Bye.