AccountId: 011433970860
ContactId: 125d2f0b-0f89-49cf-b6f8-d20257958b5b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129720 ms
Total Talk Time (AGENT): 66978 ms
Total Talk Time (CUSTOMER): 66972 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/125d2f0b-0f89-49cf-b6f8-d20257958b5b_20250611T16:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII], and um I'm a member, and I've been wanting to um upload some um ELBs, and every time I try to get on the site, um, I guess maybe it's in the process of being changed. I don't know, it looks different, but it said there's not an account found for um I guess for me.
[CUSTOMER][NEUTRAL] And I've always used, um, you know, a, a certain username and password. I've had to update my password several times over the years, which I've done with no problem, but I, I seem to not be able to get on to the, to the website at all. So is something going on with it or?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So as of last Monday, as of last Monday, we got a new uh online uh portal and so even if you had an account in the past, you will still go to [PII] and you'll create a new account. Uh, if you do, if you use, you'll use all the same login information that we have, uh, the same email, uh, everything will transfer over, but you will need to create a new account.
[CUSTOMER][NEUTRAL] Do you know?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, I would only fill out the portion that has an asterisk, so if you're an insured, you just put your last name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your uh email and your date of birth.
[AGENT][NEUTRAL] And you will now log in with your email and it verifies your email every time that's a new security feature that's added there's no more user names.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so that, so I have to create a new account then I can't just go from where it is and put the the email and then get a verification code. I've got to actually create a new account using.
[CUSTOMER][NEUTRAL] The email and my date of birth and put the red asterisk is that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, you'll create a new account but everything from your old portal will transfer over so any of those claims that you had in the past, we will transfer over. Yeah, you just need to create a new account using your email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 31. OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK, OK, I'll do that.
[CUSTOMER][NEUTRAL] That's all. I'll give that a shot. I'm having trouble, I'll call you back.
[AGENT][POSITIVE] All right, thank you so much for calling [PII] have a great day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK. All right. Yeah. You too. Bye-bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye bye.