AccountId: 011433970860
ContactId: 6971fcfe-54e9-4fa9-89c0-d8583d809fc9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117440 ms
Total Talk Time (AGENT): 45620 ms
Total Talk Time (CUSTOMER): 40160 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/6971fcfe-54e9-4fa9-89c0-d8583d809fc9_20250605T15:51_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEGATIVE] Uh, yes, I'm having a hard time logging in.
[AGENT][NEUTRAL] OK, I can assist you with that. And you're calling as an insured?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is your name and policy number, please?
[CUSTOMER][NEUTRAL] Oh, I don't have the policy number. [PII].
[CUSTOMER][NEGATIVE] I mean I've been logging in for 2 weeks and now all of a sudden this week they're asking for an email instead of a login and and nothing's working.
[AGENT][NEUTRAL] Well, our online service center has been updated, so you will have to
[CUSTOMER][NEGATIVE] And they told me the system was bad and now, well, that.
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[AGENT][NEUTRAL] Our online service center has been updated, so you will have to reset up on the online service center.
[AGENT][NEUTRAL] Let's see. Ms. [PII], what state are you from?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the last four of your social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address please.
[CUSTOMER][NEUTRAL] [PII], what else?
[AGENT][NEUTRAL] Mailing address and email address.
[CUSTOMER][NEUTRAL] 1
[CUSTOMER][NEUTRAL] OK, [PII] and email is [PII].
[AGENT][NEUTRAL] OK, thank you. Uh yes, ma'am, you have to recreate an account on the online service center since there was updates recently.
[CUSTOMER][NEUTRAL] So create your own, instead of forgot password, you have to just go back and create a whole new account.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, I can do that right, thanks for your help.