AccountId: 011433970860
ContactId: 6cd8bd18-cc5d-4209-9016-49877ed9d56b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144800 ms
Total Talk Time (AGENT): 50919 ms
Total Talk Time (CUSTOMER): 42050 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/6cd8bd18-cc5d-4209-9016-49877ed9d56b_20250611T16:41_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], my name is [PII].
[CUSTOMER][NEUTRAL] And I filed for a claim and um it uh it it sent me a link to go to to get the information.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] The link will not come up, but I went online to try to see if I could pull it up that way. That didn't work either.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, I do apologize for the confusion, um, just in case you were unaware, [PII], our website did undergo quite a big change uh as of last week, so you would have to have created a new account um, did you do that? You were able to log in and you still were unable to view information?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Created
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] I couldn't even on the, on the page where it says log in at, when I went there, it never, wouldn't pull up a page, it just stayed there.
[AGENT][NEUTRAL] OK, yes, so you are supposed to uh create a new account again I do apologize for the confusion, um.
[AGENT][NEUTRAL] That you would go to it would be all the same information you would just register again and then log in with that information.
[CUSTOMER][NEUTRAL] OK, are you able to help me now or do I need to go online and get that information?
[AGENT][NEUTRAL] No, yeah, um, so we're you were needing to just check on the status of the claim?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, sure I can check on that for you um just so that you are aware so you can of course use the website um [PII], I'm sorry, what did you say your
[CUSTOMER][NEUTRAL] [PII] I have a claim number.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?