AccountId: 011433970860
ContactId: b5236c52-ebe3-4ff2-8cd7-5c9be37c74f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 142889 ms
Total Talk Time (AGENT): 65400 ms
Total Talk Time (CUSTOMER): 70447 ms
Interruptions: 1
Overall Sentiment: AGENT=2.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/b5236c52-ebe3-4ff2-8cd7-5c9be37c74f2_20250605T12:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from, excuse me, Heins Charter School Corporation.
[CUSTOMER][NEUTRAL] Group number 256-07.
[CUSTOMER][NEGATIVE] And I received log in information, but I I'm not able to log in on the website. I haven't been. I've tried a few times.
[AGENT][NEUTRAL] OK, let me have you. Let me just verify some information if you don't mind, please. Can you give me your birth address?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] I'm sorry, you're breaking up. You what?
[AGENT][NEUTRAL] I'm sorry. What is your, what is the address to the group? Can you give me the address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you very much. And what is your phone your callback number?
[CUSTOMER][NEUTRAL] My phone number is [PII] excuse me [PII].
[CUSTOMER][NEUTRAL] Hold on, I'm sorry, this, this is a new phone number.
[AGENT][NEUTRAL] Yes, ma'am. That's fine.
[AGENT][POSITIVE] Take your time, you're fine.
[CUSTOMER][NEUTRAL] Oh Lord, [PII] thank you. Sorry, sir, [PII].
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And one more thing, let me get your email address. What's your email address?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII] [PII]. That's [PII].
[AGENT][NEUTRAL] Thank you very much for verifying your information. OK, so you've gone online and it's not letting me in. We've updated our system, so what you're gonna have to do for this one time is create a new account. Did you just try signing in or did you try doing creating a new account?
[CUSTOMER][NEUTRAL] No, I tried signing in, so I should go through to create a new account um option.
[AGENT][NEUTRAL] OK. Yes, ma'am. Go through the create a new account and all the information that you gave me that I just verified is in our system. You'll put that information in and it should let you register for your account.
[CUSTOMER][NEUTRAL] OK, and that's just like group, correct?
[AGENT][POSITIVE] Yes, ma'am. That's exactly right.
[CUSTOMER][POSITIVE] OK. OK. Thank you so much for your um guidance.
[AGENT][POSITIVE] You're welcome. Absolutely. Is that all I can help you with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That is, you have a happy Friday eve.
[AGENT][POSITIVE] Well, you too. Thank you so much. I appreciate that.
[CUSTOMER][POSITIVE] Alright thanks OK bye bye.
[AGENT][NEUTRAL] All right bye bye.