AccountId: 011433970860
ContactId: 3d3d068c-3c06-4d39-b4f8-e9ca4d81dd72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74519 ms
Total Talk Time (AGENT): 47462 ms
Total Talk Time (CUSTOMER): 20268 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/3d3d068c-3c06-4d39-b4f8-e9ca4d81dd72_20250611T18:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mm, uh, yeah, I'm trying to log into our account and I can't figure out our information. Could you please help me?
[AGENT][NEUTRAL] Yes, um, so I will say that as of last week our website did undergo quite a big change and with that everyone is now having to create new accounts, um, so you would go in as and like under new user and just enter that same information and then uh the only difference is going to be you would log in with an email address instead of a user name.
[CUSTOMER][NEUTRAL] Oh my.
[CUSTOMER][NEUTRAL] OK, what about like claims that we had? How do we go back to the claims we have to try to uh
[AGENT][NEUTRAL] You'll still be able to see them.
[AGENT][NEUTRAL] Yes, you'll still be able to see that information. Um, it's just that you have to create a new account is all uh it does look a bit different, but everything is still there, the functionality, all of that that you were able to do before is still going to be the same.
[CUSTOMER][NEUTRAL] Do what?
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Yeah, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, no, that's all.
[AGENT][POSITIVE] OK, well thanks for giving us a call hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. So I said notify what's your shuttle.
[AGENT][POSITIVE] Thank you.