AccountId: 011433970860
ContactId: 9e09bec4-12d6-4f2e-9da5-c06350e31b50
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 59459 ms
Total Talk Time (AGENT): 18139 ms
Total Talk Time (CUSTOMER): 28376 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/9e09bec4-12d6-4f2e-9da5-c06350e31b50_20250603T18:34_UTC.wav
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[AGENT][NEUTRAL] [PII], this is [PII].
[CUSTOMER][NEGATIVE] Hi [PII]. I'm a broker and I have set up my account on the new portal for American Public Life, and I am stuck. It's, it's been, it's trying to send a verification code to my email address. I've already created my account, but it's just spinning.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I need to get an ID card sent to me.
[AGENT][NEUTRAL] Got it running into all of them, uh, like what I.
[CUSTOMER][NEUTRAL] I, I can't, are you talking to me? I can't hear you.
[AGENT][NEUTRAL] Yes, I am. Can you hear me?
[CUSTOMER][NEGATIVE] Yeah, there's a real bad echo.
[CUSTOMER][NEUTRAL] It's up.
[CUSTOMER][NEUTRAL] I think, are you there [PII]?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.