AccountId: 011433970860
ContactId: dcab157c-bc73-4ec5-8125-6cf5e7f9ae4a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 58060 ms
Total Talk Time (AGENT): 19192 ms
Total Talk Time (CUSTOMER): 34650 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/dcab157c-bc73-4ec5-8125-6cf5e7f9ae4a_20250606T19:28_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEGATIVE] Yes, and I, um, I'm having difficulty logging.
[CUSTOMER][NEUTRAL] I don't know, um, there was the, um, the login credentials were recently changed, and I need assistance with that, please. I wanna pay my bill.
[AGENT][NEUTRAL] OK, um,
[AGENT][NEUTRAL] Have you um created a new account with the, this is a new online service center so you have to create a new account.
[CUSTOMER][NEUTRAL] Oh, I didn't know that.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And we have to go through the whole process, OK, and even if, and this is for uh group billing notes where.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I mean, does it matter if it's a personal account or business account you still have to go through the process?
[AGENT][NEUTRAL] Yes ma'am, you have to, everybody has to create a whole new account.
[CUSTOMER][POSITIVE] OK. All right, let me try that then. All right, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] OK