AccountId: 011433970860
ContactId: 64ffb7f7-5be9-4582-96d9-eb81c238ca3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 57799 ms
Total Talk Time (AGENT): 26689 ms
Total Talk Time (CUSTOMER): 27457 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/64ffb7f7-5be9-4582-96d9-eb81c238ca3e_20250602T12:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII] calling from Health Bridge Medical. I was trying to get logged on to, uh, make our premium payment and, um, for some reason it's telling me that neither of my email addresses are active.
[CUSTOMER][NEUTRAL] Understand what happened.
[AGENT][NEUTRAL] Yes, that may be
[AGENT][NEUTRAL] That may be because the the new um online portal started today, or actually started [PII]. So, um, you're gonna have to go in as a new group, it's a new system and sign up for your group.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] um
[CUSTOMER][NEUTRAL] OK, so, so create OSC account.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, got you, and then as group, alright, got it. Alright, I'll walk through that process. Thank you.
[AGENT][POSITIVE] You're very welcome. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No [PII] have a great day.
[AGENT][POSITIVE] Alright, you too. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.