AccountId: 011433970860
ContactId: a2ef6238-212c-45ca-8546-91243591e924
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100540 ms
Total Talk Time (AGENT): 17638 ms
Total Talk Time (CUSTOMER): 52387 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/a2ef6238-212c-45ca-8546-91243591e924_20250616T19:54_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm trying to set up uh my email again to get on your account on your APO website.
[CUSTOMER][NEGATIVE] To look at stuff and whenever I put in my email it keeps saying claim not verify the email address which the same one I've had forever.
[AGENT][NEUTRAL] So you're just trying to log in or you're trying to submit a claim? I'm sorry.
[CUSTOMER][NEUTRAL] Well, they tell me that your system changed and that I needed to.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Set up my account again because it wouldn't acknowledge me so I'm just trying to set up an account it says.
[CUSTOMER][NEUTRAL] OK, hold on it sending me a verification code now.
[CUSTOMER][NEUTRAL] Let me try that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] When you put in the code, you have to click the verify email and then create the password.
[CUSTOMER][NEUTRAL] OK, that's what I'm trying to do now is verify it.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Let me see if this works.
[CUSTOMER][NEUTRAL] OK, let's see if that is.
[CUSTOMER][NEUTRAL] To verify code.
[CUSTOMER][NEGATIVE] Yeah it's asking me to change my email and I'm not gonna do that.
[CUSTOMER][NEUTRAL] I will reenter it.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK, I'm gonna agree to the terms.
[CUSTOMER][POSITIVE] OK, I got it thank you.
[AGENT][POSITIVE] OK, great.
[CUSTOMER][POSITIVE] Alright have a good day bye bye.
[AGENT][NEUTRAL] You too bye bye.