AccountId: 011433970860
ContactId: 7ed2ffba-375b-4d4a-b6a7-ed3f85f6a499
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 66199 ms
Total Talk Time (AGENT): 27326 ms
Total Talk Time (CUSTOMER): 36709 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=3.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/7ed2ffba-375b-4d4a-b6a7-ed3f85f6a499_20250604T13:45_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APR. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, hi, I'm trying to sign into my account online so that I can submit a couple of EOBs. I just signed in like last week Thursday or Friday, but for some reason the website is not recognizing either of my email addresses that I would use.
[AGENT][NEUTRAL] OK. Yes, ma'am. I apologize for that. Um, we've actually um got a new system and you would need to re-log in. I apologize if you didn't receive any of the flyers um regarding that. But yeah, yeah, you would have to reset up your uh policy, your account, I'm sorry, online.
[CUSTOMER][NEUTRAL] No, OK.
[CUSTOMER][NEUTRAL] OK, OK, OK, so where it says create your OSC account I just need to click there and reset it up.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, OK, well I will do that right now. I, I appreciate, I appreciate, I appreciate that information.
[AGENT][NEUTRAL] Yeah, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No ma'am, that'll do it you have a wonderful day.
[AGENT][NEUTRAL] You do the same. Thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] Thank you mhm bye bye.