AccountId: 011433970860
ContactId: d80f34b5-41b8-48bb-896e-371dabc31baa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200300 ms
Total Talk Time (AGENT): 94029 ms
Total Talk Time (CUSTOMER): 74016 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/d80f34b5-41b8-48bb-896e-371dabc31baa_20250605T13:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Hi good morning um I was trying to log on. I know that you guys changed your website and I'm having trouble logging in. It says that an account could not be found for the provided user ID, um, which is my email, um, but I am registered and I need to pay the bill, um, for June and I can't log in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so it will be a group for the invoice.
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK, um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII] and my phone number is [PII].
[AGENT][NEUTRAL] May I have the group numbers?
[CUSTOMER][NEUTRAL] Yes, 21049.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEGATIVE] And I've tried um changing the password um and you know it tells me that it doesn't recognize my email.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, it's OK. Um, may I have the name and the address of the group?
[CUSTOMER][NEUTRAL] Uh, the Skaya Museum and Gardens, and the address is, give me one minute.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] And really quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, may I have, uh, may I verify your email address?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. All right, so, um, we have, um, changed our website and everybody needs to go ahead and re-register again. Um, now the reregistration has to be through the main contact of the policy of the group, so that will be um [PII] or.
[CUSTOMER][NEUTRAL] [PII]? OK. Or who else?
[AGENT][NEUTRAL] Um, no, [PII], it's either [PII] or [PII]. Oh, I don't know how to say that name. OK. [PII]. Yes, I'm sorry.
[CUSTOMER][NEUTRAL] [PII], OK, got it. Uh-huh.
[AGENT][NEUTRAL] Yeah, um, they need to go ahead and re-register the whole group and go ahead and add you to the group so you have access to it. But right now, um, yeah, everything changed on Monday, um, and we um are expecting for everybody to just go ahead and just um re-register online again.
[CUSTOMER][POSITIVE] OK, I will do that. Thank you.
[AGENT][NEUTRAL] Mhm. OK. You're welcome. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh no, that's all.
[AGENT][POSITIVE] OK, well, thank you for calling APL. Have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] You too, bye bye.
[AGENT][POSITIVE] Mm thank you