AccountId: 011433970860
ContactId: cfe88437-45af-483b-be7f-a478e00ff2ef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249509 ms
Total Talk Time (AGENT): 58786 ms
Total Talk Time (CUSTOMER): 80309 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/cfe88437-45af-483b-be7f-a478e00ff2ef_20250409T19:17_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I actually work for Cosmo International and I'm having an issue getting into my account. I tried to do it online, but it said we're not set up for.
[CUSTOMER][NEUTRAL] I'm trying to open it up.
[CUSTOMER][NEGATIVE] Doesn't appear to be, there doesn't appear to be any reset options set up on your account. If you believe this is a mistake, please contact customer service.
[AGENT][POSITIVE] OK, [PII], I can help.
[CUSTOMER][NEUTRAL] So I don't know how I can reset.
[AGENT][NEUTRAL] And you're with the group, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Do you have your group number?
[CUSTOMER][NEUTRAL] Yes, let me open the invoice.
[CUSTOMER][NEUTRAL] Group number is 25309.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Cosmo International.
[AGENT][NEUTRAL] OK. And what is the address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me see
[AGENT][NEUTRAL] OK, let me look at, I've, I've only got one contact listed in here, um, so I'm gonna look up in our other system to see if you're listed. Hold on one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and what was your last name?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, I've got you listed. Um, let's see. So,
[AGENT][NEUTRAL] I've got in here, let me look at what we have.
[AGENT][NEUTRAL] Do you remember your username?
[CUSTOMER][NEGATIVE] I thought it was my email address but it's not.
[AGENT][NEUTRAL] It looks like it is.
[AGENT][NEUTRAL] [PII], all um
[AGENT][NEUTRAL] Uppercase.
[CUSTOMER][NEUTRAL] Apps
[CUSTOMER][NEUTRAL] Hm, OK.
[CUSTOMER][NEUTRAL] Give me a second, give me a second, because I'll let you say that.
[CUSTOMER][NEUTRAL] Let me check a file real quick because we have some passwords here here.
[CUSTOMER][NEUTRAL] Contact sheet.
[CUSTOMER][NEUTRAL] I don't have it here.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'm gonna add it while we're talking.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So it's all uppercase [PII] link, right?
[AGENT][NEUTRAL] Uh, let's see, make sure.
[AGENT][NEUTRAL] let's see. Oh yes, medli, sorry, [PII] all [PII].
[CUSTOMER][POSITIVE] [PII]. OK, yep, they're gonna send it to my email. Perfect. Thank you so much. I really appreciate it.
[AGENT][POSITIVE] OK, perfect.
[AGENT][POSITIVE] OK. Thank you for calling APL. Have a great day. Bye.
[CUSTOMER][POSITIVE] Thanks bye.
[CUSTOMER][NEUTRAL] You too bye.