AccountId: 011433970860
ContactId: 030bec65-22ee-4683-bbbe-11a8ab8d0c61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 101110 ms
Total Talk Time (AGENT): 51862 ms
Total Talk Time (CUSTOMER): 58186 ms
Interruptions: 3
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/030bec65-22ee-4683-bbbe-11a8ab8d0c61_20250602T18:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. I'm calling from Apex Marine. Um, our account, actually our group number is 23923.
[CUSTOMER][NEUTRAL] I'm trying to make a payment online and for some reason I'm not getting uh past the log in stage um it seems like the log in has recently changed is is that the case?
[AGENT][NEUTRAL] So our entire website um did recently undergo some changes um as of today uh so did you did you already create a new account?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, I have not. I was thinking that my old account would have worked, uh, but no if.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, sir. So with this new change, uh, yes, a new account would have to be created. It would still have all of the same information, um, it would just be a new account essentially.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, not a problem. I'll go through the process of creating the account, um.
[CUSTOMER][NEUTRAL] If I'm the employer, uh, the first step is it's asking which role best describes you, uh, would that be group?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes sir, that's correct.
[CUSTOMER][NEUTRAL] Or insured.
[AGENT][NEUTRAL] No insured would be for an individual trying to set one up so if this is for your entire group then yes.
[CUSTOMER][NEUTRAL] Group, OK.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Mhm, OK, OK, I'll go ahead and and take it from here thank you. I was just a little bit confused.
[AGENT][POSITIVE] OK, yeah, let us know if you need any other assistance. I, it has been, trust me, it's been a mess today, but it should be, it should be a lot easier going forward. Let us know if you need anything else.
[CUSTOMER][NEUTRAL] I'm sure, OK.
[CUSTOMER][POSITIVE] OK, I appreciate it thank you have a great day all right bye bye.
[AGENT][POSITIVE] All right, thank you. Have a great day. Bye bye.