AccountId: 011433970860
ContactId: cb828f43-f04b-4ab4-8087-3a46c9a3663d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 42180 ms
Total Talk Time (AGENT): 21089 ms
Total Talk Time (CUSTOMER): 12786 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/cb828f43-f04b-4ab4-8087-3a46c9a3663d_20250606T15:11_UTC.wav
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[CUSTOMER][NEUTRAL] One more to do.
[AGENT][POSITIVE] Thank you for calling. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, he has
[CUSTOMER][NEGATIVE] Hi, I'm trying to sign on to your website and it's not working.
[AGENT][NEUTRAL] OK, yes, ma'am. We did um upgrade our website. I apologize if you didn't get the notification. What you would have to do is recreate your account and if you need assistance, I can help you walk through that.
[CUSTOMER][NEUTRAL] Um, I can, let me try to figure it out and if I need to call you back I will, OK?
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] OK. Mhm. Thank you for calling APL. Have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.