AccountId: 011433970860
ContactId: 846732b6-bc6f-441e-8359-fb0782a9c53d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 85629 ms
Total Talk Time (AGENT): 47172 ms
Total Talk Time (CUSTOMER): 32601 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/846732b6-bc6f-441e-8359-fb0782a9c53d_20250602T17:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII]. Uh, my name is [PII]. Last name [PII]. The claim is not on me, but it is in my name. I did turn in all my paperwork. The problem that we're having now is we can't even look at any of our information online.
[AGENT][NEUTRAL] Oh yeah, so.
[CUSTOMER][NEGATIVE] I'm not able to pull up.
[AGENT][NEUTRAL] Yeah, no, you're fine um so our website did undergo uh quite a bit of a change, uh, so you would just have to create a new account it should be the same web address um you would just recreate your account using all of the same information.
[AGENT][NEUTRAL] And you you wouldn't have your old username it would be the email address that you're using.
[CUSTOMER][NEGATIVE] OK, and I tried that and it's still not allowing me to do it.
[AGENT][NEUTRAL] It was having some issues this morning um but they seem to have been resolved. I would refresh uh your browser clear cache, all of that, um, and give it another shot.
[AGENT][NEUTRAL] Because it should be resolved now. I know they were having some problems earlier.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, I'll try that. OK.
[AGENT][POSITIVE] All [PII]. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] I'll,
[CUSTOMER][POSITIVE] OK, that's all I was needing. OK, thank you so much.
[AGENT][POSITIVE] All right, let us know if you need anything else. Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.