AccountId: 011433970860
ContactId: 567c4961-af02-4611-9d97-b4d8f9eec5cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 73540 ms
Total Talk Time (AGENT): 42900 ms
Total Talk Time (CUSTOMER): 35854 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/567c4961-af02-4611-9d97-b4d8f9eec5cc_20250602T20:13_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEGATIVE] Hi ma'am, um, I can't get on my, uh, portal because uh when I do it says that it doesn't, uh, can't find my account and it don't uh recognize my email and won't let me on my portal. I'm trying to send you guys some documents.
[AGENT][NEUTRAL] Uh, you have to set up a new account since, uh, they made some changes to the online service center, so you have to set up again. Yes, sir.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So I can do that on my end?
[AGENT][NEUTRAL] Uh, yes, sir.
[CUSTOMER][NEUTRAL] OK, so.
[AGENT][NEUTRAL] You just need to click or select um I forgot what it says, create a new account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] New account like new accounts, yeah, OK.
[AGENT][NEUTRAL] Yes, sir, and you would select insured and then just enter your same information as previously like your uh last name, social, zip code, email address, and date of birth, and they'll let you set up a password and they'll give a verification code. It'll email a verification code to you.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right, uh huh.
[CUSTOMER][POSITIVE] Perfect. All right.
[AGENT][NEUTRAL] And then you should be able to set up. Yes, sir.
[CUSTOMER][POSITIVE] Perfect, thank you, ma'am. You have a great day, OK?
[AGENT][POSITIVE] Oh, you too, and thank you so much for calling APL.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Mm bye.