AccountId: 011433970860
ContactId: 525a0d26-1429-4a42-bdff-9bae9d489d98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196830 ms
Total Talk Time (AGENT): 86711 ms
Total Talk Time (CUSTOMER): 128243 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/525a0d26-1429-4a42-bdff-9bae9d489d98_20250602T13:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. Um, my name's [PII]. I'm with Legacy Financial Consulting. We're agents with you guys. We have several groups that have gap insurance with the APL. We were just trying to log in and I think the new website is acting up because every time we try, we already registered, and every time we try to do our password it says we can't find the account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And then it asks, you know, the only option it gives us is like forgot your password and we've already done that like 3 times with the verification code, but it's like it keeps going in circles it's not letting us get in I don't know what's going on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, no, I
[CUSTOMER][NEUTRAL] I'm guessing it's new and there's little glitches.
[AGENT][POSITIVE] Yes, yes, you know you are not the only one that is having this issue um there's a few other people if you could just send me screenshots of what you're seeing and I can pass that along to IT um I can give you my email address and then I'll pass that along and see if we can get that fixed for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, great, give me one second and I will, yeah, what's, what's your email address?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] And then if you could also, I don't know if in your signature if they have um if it has your phone number in it um but if it doesn't, please just provide us your phone number as well. OK. OK. OK, perfect.
[CUSTOMER][NEUTRAL] Yes, yes, I'll add everything anyways, yeah, absolutely I'm gonna be, I'm gonna be leaving to a meeting like uh like in 45 minutes, but I'll be back like by [PII], but either way I'll go ahead and send you what I'm seeing so that you can, um, yeah, pass it along exactly and then um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] To pass it along.
[CUSTOMER][NEGATIVE] Yeah, because it doesn't, it doesn't even let me like it doesn't give the option to set up a password like you know how typically like if you forgot your password, it gives you send you a verification code and once you put that verification code in it asks you, it's not letting you ask for like to set up a password it just gives you the log in like the log in window again so it's, it's very it's very weird.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Huh.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Um, and then briefly before I see that I do see like a 404 error code but it doesn't give it like it disappears right away so I'm not sure it's very weird.
[AGENT][NEUTRAL] Huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] But yes, we are having.
[CUSTOMER][NEUTRAL] Yeah it's very weird.
[AGENT][NEGATIVE] We are having a lot of issues with it.
[CUSTOMER][NEUTRAL] I had a feeling, I had a feeling, I know, I'm already like prepping everybody in my office. People are gonna be calling, let them know, we know.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, yes, we've had multiple calls this morning, so yeah, if you just wanna send that to us that way we can get that set up and resolved for you guys um I have a feeling it's be resolved for everyone, but just so that way we can get you set up as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds good alright thanks [PII]. I'll send that over to you in a minute alrighty thank you have you too bye bye.
[AGENT][POSITIVE] All [PII]. Thanks, [PII].
[AGENT][POSITIVE] Perfect. Have a great day.
[AGENT][NEUTRAL] Bye-bye.