AccountId: 011433970860
ContactId: b2108b49-2c38-453c-8ef8-d6523d72aa4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137889 ms
Total Talk Time (AGENT): 53111 ms
Total Talk Time (CUSTOMER): 59859 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/b2108b49-2c38-453c-8ef8-d6523d72aa4b_20250204T15:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII]. My name is [PII]. I am the controller of New Press of Miami. Can I give you the group number?
[AGENT][POSITIVE] Yeah, absolutely. What's the group number?
[CUSTOMER][NEUTRAL] 26738.
[AGENT][NEUTRAL] OK, let me pull this up here, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright [PII], and if I can get the name of the group please.
[CUSTOMER][NEUTRAL] Uh, new press of Miami.
[AGENT][POSITIVE] How can I help today?
[CUSTOMER][NEUTRAL] Well, I think this, uh, American Public Life appeared in, uh, January, the last one, on the [PII] I think it was, but now I'm trying to log in and um where it says uh.
[CUSTOMER][NEUTRAL] Password reset new user. I just enter your user name. I don't remember the user name. I thought it was the email, but it tells me that the provider username doesn't exist, so.
[AGENT][NEUTRAL] Oh, OK, let's.
[CUSTOMER][NEUTRAL] I need help with that.
[AGENT][NEUTRAL] Yeah, let's see if we can find the user name for the group. let's see.
[CUSTOMER][POSITIVE] OK appreciate it.
[AGENT][NEUTRAL] Yeah, no problem. Let's see.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Alright [PII], so it looks like the username for the group is [PII] Press Miami, so [PII] is [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then [PII], and it's all together.
[CUSTOMER][NEUTRAL] Oh, OK, let me, let me, let me do that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yeah, I do see it here.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, then I'm gonna have to reset the password. OK, no problem. I think I could take it from here. That's all I needed to know.
[AGENT][NEUTRAL] OK, great, yeah, and you should, you should get the reset it to your email. It's um on file [PII].
[CUSTOMER][POSITIVE] You got it. Oh, they could text it to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you, appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] Yeah