AccountId: 011433970860
ContactId: d5073e3d-88a1-4508-8a33-12b5b81fd872
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86809 ms
Total Talk Time (AGENT): 27823 ms
Total Talk Time (CUSTOMER): 54117 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-4.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/d5073e3d-88a1-4508-8a33-12b5b81fd872_20250603T18:10_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII]. My name is [PII]. Last name is [PII].
[CUSTOMER][NEGATIVE] I called on yesterday, they told me the computer systems were down. Then I called back and they told me they were back up and running. OK, I'm still not able to get into my account to look at anything. It's still not allowing me to get in.
[AGENT][NEUTRAL] OK, you, you, so our online service center, yes, uh, as of yesterday it did go through quite a big change, um, and we did, we're have some having some problems with it yesterday earlier in the day, but, uh, they do seem to have been resolved so you should be able to uh create a new account now um I'm sorry I don't know what all um.
[CUSTOMER][NEUTRAL] It's, it's not allowed.
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEGATIVE] Yeah, it's not allowing me to do, it's not allowing me to create a new account or do anything in there at all. I've already been in there this morning. We tried again last night. It's not allowing me to do anything.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] When he goes in and it says that I can re-register, it's not allowing me to register. It's telling me it does not even recognize me.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It doesn't recognize any of my information, not even my social.
[CUSTOMER][NEGATIVE] None of it.