AccountId: 011433970860
ContactId: a2be140e-9d06-4ba4-b4c1-6a2fe1094856
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 59099 ms
Total Talk Time (AGENT): 21562 ms
Total Talk Time (CUSTOMER): 32741 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/a2be140e-9d06-4ba4-b4c1-6a2fe1094856_20250613T16:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from 365 Operating Company. We've had the account for many years and
[CUSTOMER][NEGATIVE] Um, something's changed on your website and I can't log in anymore. It's asking for an email address.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, so you'll need to create a new account this um we launched a new online service center so everybody has to create a new account.
[CUSTOMER][NEUTRAL] Oh, we didn't get notification or anything. Did you send anything out?
[AGENT][NEUTRAL] Um, from what I understand, yes, it was sent out several weeks ago.
[CUSTOMER][NEUTRAL] OK. So I need to create a new account, and all my history will be there?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I'll give it a try.
[AGENT][NEUTRAL] OK, is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Alright, thank you, bye.
[CUSTOMER][NEGATIVE] No thank you.