AccountId: 011433970860
ContactId: d1e8075a-689e-4c29-9f49-13d1fc0a8f46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 63200 ms
Total Talk Time (AGENT): 34951 ms
Total Talk Time (CUSTOMER): 26140 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=2.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/d1e8075a-689e-4c29-9f49-13d1fc0a8f46_20250602T15:29_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII].
[CUSTOMER][NEUTRAL] Um, yes, hi, um, my name is [PII]. Um, my wife [PII] is a broker with y'all, and, uh, we were trying to set up.
[CUSTOMER][NEUTRAL] Our online service center account looks like y'all um maybe just change the website or I'll change your website over now we're trying to set up a log in.
[AGENT][NEUTRAL] Yes.
[AGENT][NEGATIVE] Yes, so we currently have a system error. They just sent out an email but it is a known issue. Um, and we are working diligently to get it fixed, but it has not been, um, the error has not been corrected yet. So as of right now we don't have access even ourselves to the portal. Um, they'll send out another email once once the issue is resolved.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, so just wait to hear back, uh, we can do that thank you very much.
[AGENT][POSITIVE] Yeah, I'm so sorry.
[CUSTOMER][POSITIVE] No, no worries, no worries. All right, thank you. Bye.
[AGENT][POSITIVE] All right. Thank you, sir.
[AGENT][NEUTRAL] But I