AccountId: 011433970860
ContactId: cbfa59a1-c006-4862-a13d-849555b7406d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106930 ms
Total Talk Time (AGENT): 68937 ms
Total Talk Time (CUSTOMER): 24205 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/cbfa59a1-c006-4862-a13d-849555b7406d_20250623T14:46_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes ma'am, I'm trying to log in to print our bill.
[CUSTOMER][NEUTRAL] And for some reason it's asking me to create an account.
[AGENT][NEUTRAL] Yes, OK, so I do apologize for the confusion, um, as of just a couple of weeks ago our website did undergo quite a big change, and with that change all users are now having to create new accounts. It would be the same information, um, you would just go to, you know, create, um, or new OC user, uh, select group, and then just enter in that same information. The biggest difference is going to be there's not going to be a user name you would use to log in. It would just be the email address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I will say as well.
[CUSTOMER][NEUTRAL] I guess I'll be able to get.
[AGENT][NEUTRAL] Um, I'm sorry.
[CUSTOMER][NEUTRAL] The group number off the previous bills.
[AGENT][NEUTRAL] Yes, um, and I will say as well that some users have had um some little bugs and errors, uh, when creating accounts, particularly for groups. One thing that has resolved that is only filling out the boxes that have an asterisk and leaving the other ones completely blank.
[CUSTOMER][NEUTRAL] OK, alright, I will try it.
[AGENT][POSITIVE] All right, if you need any assistance, give us a call right back and we'll help you out. Sorry about the confusion.
[CUSTOMER][NEUTRAL] OK, and did I miss the email letting us know this was gonna be happening?
[AGENT][NEUTRAL] They did say they sent out uh emails to everyone um but it's been it's been a big thing so again I apologize for the confusion.
[CUSTOMER][POSITIVE] OK, all right, thank you.
[AGENT][POSITIVE] Thank you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thanks bye bye.