AccountId: 011433970860
ContactId: f7f64fd8-2484-48bd-8cbe-b92f6f45896f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 59319 ms
Total Talk Time (AGENT): 39309 ms
Total Talk Time (CUSTOMER): 19648 ms
Interruptions: 0
Overall Sentiment: AGENT=3.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/f7f64fd8-2484-48bd-8cbe-b92f6f45896f_20250602T17:29_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, I'm having a problem logging in. I don't know if you can help me or you need to transfer me.
[AGENT][NEUTRAL] Um, so neither our new website just dropped on the [PII], was released on the [PII], so it's having, they're aware that there's an issue with the login. Um, so they're asking to just, um, give us about 24 to 48 hours while they're working on it. It could be resolved quicker than that. We just don't want to.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] Say your time and then it's not um fulfilled.
[CUSTOMER][NEGATIVE] OK, OK, yeah, because I've been logging in every day for 2 weeks, not today it won't let me log in, so it's very frustrating.
[AGENT][POSITIVE] Yes, I do apologize. Uh, we do apologize for the inconvenience. It just dropped on Friday, so we do understand.
[CUSTOMER][NEUTRAL] When you're trying to get something done.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] You got it.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye.