AccountId: 011433970860
ContactId: 7bc6a15c-2d84-4576-93c4-7d93117a2f29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 67000 ms
Total Talk Time (AGENT): 46646 ms
Total Talk Time (CUSTOMER): 22180 ms
Interruptions: 2
Overall Sentiment: AGENT=2.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/7bc6a15c-2d84-4576-93c4-7d93117a2f29_20250613T22:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I'm trying to sign in on my account and I can't, uh, figure out how to do it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No worries and I do apologize for the confusion. Sure, so our website did undergo quite a big change as of last week um and with that change all users are now having to create new accounts so you would go to the option where you would uh be a new user and create a new log in.
[CUSTOMER][NEUTRAL] Or saying that it don't find me.
[CUSTOMER][NEUTRAL] Oh, OK. Um, so do I need like any kind of policy number or anything?
[AGENT][POSITIVE] Yes, sorry about the confusion.
[AGENT][NEUTRAL] No, um, in fact, if you all you would really have to do is just fill out the boxes that have an asterisk and so that would be, I believe, um, your last name, date of birth, and then the email address that we've got on file for you.
[CUSTOMER][NEUTRAL] When I do that,
[CUSTOMER][POSITIVE] Oh, OK, OK, sounds good.
[AGENT][POSITIVE] I'm so sorry about the confusion. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] You're fine. No, ma'am. Thank you.
[AGENT][POSITIVE] All right thank you have a great day.
[CUSTOMER][NEUTRAL] All right. Bye-bye.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK.