AccountId: 011433970860
ContactId: e82e330b-f950-489f-909d-a29607b2c8dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106099 ms
Total Talk Time (AGENT): 24147 ms
Total Talk Time (CUSTOMER): 73107 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/e82e330b-f950-489f-909d-a29607b2c8dd_20250624T14:38_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEGATIVE] Yes, hi, this is [PII] from Zarnigo. I'm trying to go on to the website to um access one of the employees um cards, and when I'm trying to log in now it's telling me it doesn't find my account so I wanted to know if there's something going on with the system because I can't access my account.
[AGENT][NEUTRAL] OK, have you, uh, created a new account since we update?
[CUSTOMER][NEGATIVE] A new account no.
[CUSTOMER][NEUTRAL] Do I have to create your OSC account? Is that what I have to do?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am, our online service center was updated and so you have to set up a new account.
[CUSTOMER][NEUTRAL] Cause it, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I would be, now I have a question, um, when it says which role best describes you since I manage the account, would that be group?
[AGENT][NEUTRAL] If you're a group admin, yes, ma'am.
[CUSTOMER][NEUTRAL] Oh OK, OK, OK, so then I will.
[CUSTOMER][NEUTRAL] I guess I'll fill out all the information and then that's how I'll be able to um be able to access all the like the um all the information that I need like my account.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, so, OK, I'll work on that now and if I have any questions I'll call you guys back. Thank you so much.
[AGENT][POSITIVE] Alright, you're welcome. Thanks for calling APL. Have a great day. You too.
[CUSTOMER][POSITIVE] Have a great day.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Bye.