AccountId: 011433970860
ContactId: 3b1d23ec-5928-4f18-b0f7-ef0ae493ec29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150309 ms
Total Talk Time (AGENT): 66580 ms
Total Talk Time (CUSTOMER): 80287 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/3b1d23ec-5928-4f18-b0f7-ef0ae493ec29_20250606T19:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], hi, my name is [PII]. I'm calling from Cosmo International. I have an APL, uh, policy, and I'm trying to log in to pay my bill, and I, I, I, I, I can no longer do it. I, I.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The website that I used to log in is no longer there, so, so how can I gain access?
[AGENT][NEUTRAL] Sure, yes.
[AGENT][NEUTRAL] OK, right, so.
[AGENT][NEUTRAL] No worries. OK, so our website did undergo quite a big change just a few days ago, so you would have to create another account on this website, um, and then it would be all of the same information. The only difference is going to be after you register you would log in with an email address instead of a user name.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yeah, yes, but when I already tried to create um an account with the with the as a group and I entered my, you know, group number and I still, I, I'm getting rejected.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] So when I go into uh uh as a group and then I enter my group number, my zip code, my information uh I'm getting rejected.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, OK.
[CUSTOMER][NEUTRAL] So how can I do?
[AGENT][NEUTRAL] OK, yes, so let's.
[CUSTOMER][NEGATIVE] I, I'm getting an error.
[AGENT][NEUTRAL] Right, OK, and trust me, you, it's been a big thing for everybody. It's, um, as it's a little bit new, um, of course there's probably a bit, a few kinks and hiccups, um, so we can get that group pulled up and of course verify that all because it does have to match what we have in our system. The information all has to be the same as before so we can verify all of that, um, and I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My name is [PII], and I'm calling from Cosmo International.
[CUSTOMER][NEUTRAL] Corp
[AGENT][NEUTRAL] I see, OK, all right, let's go ahead and get that pulled up and take a look, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have that group number and then if I could also get a good uh call back number from you in case we're disconnected.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, my phone number is [PII]. That's my direct line.
[CUSTOMER][NEUTRAL] And I have my invoice in front of me and uh the group number that I have here is 525309.
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Hello?