AccountId: 011433970860
ContactId: b5f3106b-477e-4504-96e3-a9d1da2dd635
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115589 ms
Total Talk Time (AGENT): 44310 ms
Total Talk Time (CUSTOMER): 66077 ms
Interruptions: 1
Overall Sentiment: AGENT=4.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/b5f3106b-477e-4504-96e3-a9d1da2dd635_20250603T13:33_UTC.wav
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[AGENT][POSITIVE] Thank you for calling this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Uh, yes, uh, good morning, um.
[AGENT][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] I'm sorry, I put the uh cardboard over that hole that's on the outside. We don't need to get that hole. I'm, I'm so sorry. OK, put that with the.
[CUSTOMER][NEUTRAL] I'm so sorry I've like called you and then of course all the contractors are here so sorry I have an account with you guys and I had set up a log in with a user name but when I go to the screen to log in to pay it's saying that I have to put in an email.
[AGENT][POSITIVE] It's quite all right.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes ma'am, we have launched a new uh online service center site and you have to reregister with an email rather than a user name this time so you won't have to worry about that username anymore.
[CUSTOMER][NEUTRAL] OK, so I reregister entirely, will it.
[AGENT][NEUTRAL] Yes ma'am, it shouldn't be very much it's just a matter of putting in um basic information for the group like the um your email address and the uh address and um I believe the phone number I apologize I'm still learning this new site myself.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, am I sorry, I'm a small business, so am I group?
[CUSTOMER][NEUTRAL] Or insured I'm group group group OK perfect OK so I just need to do it again right that makes sense and I was like I can't get this to work.
[AGENT][POSITIVE] Yes ma'am, you would be the group level.
[AGENT][NEUTRAL] Yes ma'am, and then it would just be your email address from this point forward.
[CUSTOMER][POSITIVE] OK, OK, perfect. All right, I will do this now and.
[AGENT][POSITIVE] If you have any questions, you're more than welcome to just call back and we can walk you through it.
[CUSTOMER][POSITIVE] All right, thank you. I'm so sorry about that at the beginning of the call. I like nobody wants you. OK. All right. Thank you. All right. Bye-bye.
[AGENT][POSITIVE] No, no, absolutely fine.
[AGENT][POSITIVE] Thanks for calling. You have a great week. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.