AccountId: 011433970860
ContactId: 6e920bb0-46aa-4c36-995f-66bc5078852b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106620 ms
Total Talk Time (AGENT): 40314 ms
Total Talk Time (CUSTOMER): 51628 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/6e920bb0-46aa-4c36-995f-66bc5078852b_20250602T15:27_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. Yes, my name is [PII] with Certified Foot and Ankle. Um, I am trying to log in to the APO website which I go on every single month and pay.
[CUSTOMER][NEGATIVE] Did your website log in stuff change for some reason because now all of a sudden I can't get on and it's not recognizing my email address.
[AGENT][NEUTRAL] OK, yes, there were changes, um, they just launched a new um.
[AGENT][NEUTRAL] OSC online service centers so you'll have to you will have to re-register.
[CUSTOMER][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] It's just
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I wish I would have known that it says we can't find your account.
[CUSTOMER][NEUTRAL] OK, how do you register us?
[AGENT][NEUTRAL] OK, so right now they are having an issue.
[AGENT][NEUTRAL] Um, with the registration, um,
[AGENT][POSITIVE] So we do apologize for that inconvenience, um, and they're working on it right now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, because it's not recognizing my account at all.
[CUSTOMER][NEUTRAL] Oh boy, do you know when this is gonna be taken care of?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, the last update we received was [PII], so they're as of they're still working on it as of that time.
[CUSTOMER][POSITIVE] OK. All right, thank you very much.
[AGENT][POSITIVE] OK, I do apologize for that.
[CUSTOMER][NEUTRAL] OK thank you. Bye-bye.
[AGENT][POSITIVE] All right, you have a good day. Thank you.