AccountId: 011433970860
ContactId: 8bf379c8-4247-40dd-af14-a5147692a992
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 314980 ms
Total Talk Time (AGENT): 77683 ms
Total Talk Time (CUSTOMER): 73061 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/8bf379c8-4247-40dd-af14-a5147692a992_20250602T15:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is.
[CUSTOMER][NEUTRAL] That one time.
[AGENT][NEUTRAL] Can I help you?
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEGATIVE] Uh, repeat that I've been on hold so long. I we ain't paying attention.
[AGENT][NEUTRAL] I'm, I'm sorry, what was that?
[CUSTOMER][NEGATIVE] I I've been on hold for long, I wouldn't even paying attention that I said, can you repeat what you said?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Sure, yeah. Uh, my name is [PII]. What can we help you with today?
[CUSTOMER][NEUTRAL] Well, I'm trying.
[CUSTOMER][NEUTRAL] To log in so I can.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's uh.
[CUSTOMER][NEUTRAL] In my building.
[AGENT][NEUTRAL] Sure, OK, so our.
[CUSTOMER][NEUTRAL] And I'm having a
[AGENT][NEUTRAL] You are fine, yeah, so, uh, our OSC did undergo, uh, quite a few changes, um, and with that there are some, uh, technical issues with it at the moment, uh, it should be resolved within 24 hours though.
[CUSTOMER][NEUTRAL] OK, that's so because do I need to create another account? That's what I'm trying to find out.
[AGENT][NEUTRAL] Yes sir, yes, that, that is correct um it would be the same information, um, your username, uh, would be your email that you have with us, otherwise it's the same, uh, information that we need to create that new account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so it should be like, you say 24 hours.
[AGENT][NEUTRAL] Uh yes, uh, for those issues to be resolved.
[CUSTOMER][NEUTRAL] It's not like I'm in a big group.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I thought it was something that I was wrong, yeah.
[AGENT][POSITIVE] No absolutely not it just rolled out um I think it's uh quite a bit bogged down because of course you know everybody is uh trying to get on there at the same time and doing all this so but our IT team is working diligently to get it uh completely resolved soon.
[CUSTOMER][NEUTRAL] OK, OK, OK, well, I, I, I, I'll wait for another day to do it, OK.
[AGENT][POSITIVE] Sounds good, yes sir. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Oh, really? I, I would like, I'm like.
[CUSTOMER][NEUTRAL] I am. I looked at this thing. I do have like.
[CUSTOMER][NEUTRAL] Hormone.
[CUSTOMER][NEGATIVE] Stuff from my counsel, but they don't send me no item my bill, so.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] I mean from a
[AGENT][NEUTRAL] OK, so we can get your policy pulled up, um, and verify that of course you do have that coverage, um, but.
[CUSTOMER][NEGATIVE] I guess my phone stuck with me.
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Did something happen?
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] should
[CUSTOMER][NEGATIVE] Oh shit, I don't like that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Ma'am, are you still there?
[CUSTOMER][NEUTRAL] Ma'am, are you still there?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh