AccountId: 011433970860
ContactId: 3881d04f-6478-44eb-8bbf-bd95aefaab01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190210 ms
Total Talk Time (AGENT): 60228 ms
Total Talk Time (CUSTOMER): 65326 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/3881d04f-6478-44eb-8bbf-bd95aefaab01_20250611T17:43_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi Ms. [PII], I was trying to submit an invoice like a claim. I it looks like the website is different and it's not recognizing my user name and password even though it's correct.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] One second, let me get my card. Oh, I left my wallet at home. Um, can I give you my social?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Or anything, OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] OK. And what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And can I verify your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, Ms. [PII].
[AGENT][NEUTRAL] And can I verify your address and email address, please?
[CUSTOMER][NEUTRAL] [PII]. Email is.
[CUSTOMER][NEUTRAL] I don't know if it's my work or my personal, uh, [PII], is that the one you have on file?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am. Is that the one you were using on the website?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you, [PII]. And you were having trouble getting logging on the website?
[CUSTOMER][NEUTRAL] Yes, the website looks different. I don't know if there was any changes, but.
[AGENT][NEUTRAL] Yes, ma'am. We did make changes to the website.
[CUSTOMER][NEUTRAL] OK, well, it's not it should still recognize my login information, but it's not I don't know if I should create.
[AGENT][NEUTRAL] It should, yes, ma'am.
[AGENT][NEUTRAL] You have to create a new account, I believe, on that.
[CUSTOMER][NEUTRAL] A new one, OK.
[AGENT][NEUTRAL] On the new one. Uh-huh.
[CUSTOMER][NEUTRAL] OK, I'll do that then.
[AGENT][NEUTRAL] Um, and if you can't get in, just give us a call back and we'll see why it's not letting you log in, but yeah, you should have to create a new account.
[CUSTOMER][POSITIVE] OK sounds good thank you.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] That'll be all. Have a great day.
[AGENT][POSITIVE] Thank you, Ms. [PII] for calling APL. You as well.
[CUSTOMER][POSITIVE] Thanks bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.