AccountId: 011433970860
ContactId: f0c80cc9-9aa1-4253-9fab-91acc16234a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126080 ms
Total Talk Time (AGENT): 60858 ms
Total Talk Time (CUSTOMER): 40986 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/2025/06/05/f0c80cc9-9aa1-4253-9fab-91acc16234a9_20250605T14:41_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I'm [PII] with the North Shore Public Defenders Office 22nd Judicial District, and I cannot get into my account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think y'all changed it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yes, ma'am. You have to create a new, uh, login.
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][NEGATIVE] Well, I tried that and it says I don't exist.
[AGENT][NEUTRAL] OK, let me verify your information. um, is this for a group that you're setting up for?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] And what's that group number, please?
[CUSTOMER][NEUTRAL] 26,400.
[AGENT][NEUTRAL] 00 thank you ma'am, give me one moment please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And Ms. [PII], verify the group uh mailing address and the phone number, please.
[CUSTOMER][NEUTRAL] [PII], and the phone number is [PII].
[AGENT][NEUTRAL] OK, I show a different phone number in the system and I'm not showing you as a contact person for the group. It looks like Ms. [PII].
[CUSTOMER][NEUTRAL] So, mhm, cause I, I had my own login, so.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am. Uh, she will have to set up an account and then on the once she is set up, she'll be able to add.
[AGENT][NEUTRAL] More contact people, but uh it was, she would have to use her information.
[CUSTOMER][NEUTRAL] All right. Can I give you her?
[CUSTOMER][NEUTRAL] OK, hold on, I can give you her phone number. Do I just need to give you her phone number and email, and then we can do this?
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Well she would just have to go on the site and just um set up for the group since she is the group contact person.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Uh, yes, ma'am. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye-bye.