AccountId: 011433970860
ContactId: 4011539f-269f-49f2-941c-d5a30bf2168a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 262829 ms
Total Talk Time (AGENT): 59842 ms
Total Talk Time (CUSTOMER): 70485 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/4011539f-269f-49f2-941c-d5a30bf2168a_20250602T22:24_UTC.wav
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[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm trying to sign into the website to send you a claim and you changed the website around.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, so, uh, that, that went did go into effect today, um, so it would be, uh, a different log in you would create a new account using the same information, uh, it would not be your existing user name and password.
[CUSTOMER][NEUTRAL] Alright, hold on a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so it's now, so you want me to create a new OS OSC account?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] Alright, um, OK, so I'm by myself, so that's insured, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] Alright, now what? it's.
[CUSTOMER][NEUTRAL] I highlighted that.
[AGENT][NEUTRAL] Yes, there should be an option to go to our next screen um and then from there it would be.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh yeah, I, so so you.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Hold on a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on, I'm putting my name in hold on.
[CUSTOMER][NEUTRAL] So you, it's a new system, huh?
[AGENT][POSITIVE] Yes, just rolled out today.
[CUSTOMER][NEUTRAL] Oh, lucky me.
[AGENT][NEUTRAL] Uh, it should honestly make things a lot easier and nicer, um, it's just that a new account does have to be created.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Uh, date of birth.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Alright, have to come up with a new password, right?
[AGENT][NEUTRAL] Um, it can be the same password. Uh, the biggest difference is going to be the, uh, username. It's just simply going to be your email address now.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Alright, hold on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The slight name means what?
[AGENT][NEUTRAL] What was that? I'm sorry?
[CUSTOMER][NEUTRAL] Uh, uh, hold on a second.
[CUSTOMER][NEUTRAL] OK, send a verification code.
[CUSTOMER][NEUTRAL] It's sending to my email, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So Microsoft bought you guys out?
[AGENT][POSITIVE] No, they just changed the um the whole web uh online portal just underwent a huge change and just how it looks and functionality and such.
[CUSTOMER][NEUTRAL] Alright, what's the display name mean?
[AGENT][NEUTRAL] Uh, that would be the um.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] What would display name mean?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello, anybody there?
[CUSTOMER][NEUTRAL] Hello.