AccountId: 011433970860
ContactId: df600900-626a-40b5-b4c8-2dbf36be18bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 94419 ms
Total Talk Time (AGENT): 33392 ms
Total Talk Time (CUSTOMER): 33396 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/df600900-626a-40b5-b4c8-2dbf36be18bc_20250605T18:01_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I am trying to, you know, we are a, I guess we would be considered an employer.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it looks like your website changed and we're trying to um.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So we have to, I guess, create an account all over again because what we had before was a user OK.
[AGENT][POSITIVE] That is correct.
[AGENT][NEUTRAL] Right, yes, you would have to reregister um but it would be all of the same information. The only difference is going to be, uh, as you said, um, using an email instead of a username to log in.
[CUSTOMER][NEUTRAL] And we're having
[CUSTOMER][NEGATIVE] Right, so we're having trouble um creating that because it keeps saying, um, you can't set up your account.
[AGENT][NEUTRAL] OK, um, now let me just to make sure, um, you are selecting the option for a group correct? when you go to set all this up?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I know sometimes there can be a bit of confusion with that. I'm sorry what did you say your name was?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh yikes.