AccountId: 011433970860
ContactId: c34df8d2-84f1-4b93-a342-327f82e7dc9c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72769 ms
Total Talk Time (AGENT): 33630 ms
Total Talk Time (CUSTOMER): 31320 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/c34df8d2-84f1-4b93-a342-327f82e7dc9c_20250610T14:03_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEGATIVE] Yes, I'm having trouble with your website. I'm trying to get logged in and pay my bill, and it's it's different now. It doesn't have a spot for my username now it's saying to enter an email and it won't take any of the emails so.
[AGENT][NEUTRAL] OK, and your name is?
[CUSTOMER][NEUTRAL] [PII] from New Wave custom woodworking.
[AGENT][NEUTRAL] Uh, what's the group number, please?
[CUSTOMER][NEUTRAL] Uh, the group number, let's see, 262-84.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And your name is again? I'm sorry.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, well, Ms. [PII], uh, they have upgraded or updated our online service center, so you will have to log in as a new user.
[CUSTOMER][POSITIVE] Oh fun. OK, set it up again, thank you.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, ma'am, but Ms. [PII], uh, verify the group mailing address, your email address and the phone number, please. Make sure we have it correct.
[CUSTOMER][POSITIVE] Uh, yeah, I'll have to call you back. Thank you.
[AGENT][NEUTRAL] OK, thanks for calling APL.
[CUSTOMER][NEUTRAL] OK.