AccountId: 011433970860
ContactId: a3a0639b-a78b-4882-abc2-64fab25e739d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210529 ms
Total Talk Time (AGENT): 61019 ms
Total Talk Time (CUSTOMER): 62925 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/a3a0639b-a78b-4882-abc2-64fab25e739d_20250602T14:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, I have, I have two questions. The first question is I can no longer see my account online and I wanna check on account of my claim.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes, so I can check on that claim for you uh but our website did um undergo a bit of a change, so you would have it should be the same web address you would just have to uh create another account it would be with all of the same information as before um but you would see all of that there. uh I can assist you with that if we need to.
[CUSTOMER][NEGATIVE] I did that. I did that twice. I created account twice and I still can't get on.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Um, so that when you go to enter in a user name, are you, uh, it does have to be the email, um, that we have on file for you. It's not gonna be your old user name you did, OK, and it's, um, it's giving you an error.
[CUSTOMER][NEUTRAL] I did it.
[CUSTOMER][NEGATIVE] It still wasn't, it still just sits there. It doesn't take me anywhere.
[AGENT][NEUTRAL] OK, OK, um, so I can still check on that claim, uh, for you and then I can do what I can to assist you, uh, as well with getting that set up. um, I imagine it might be a little bit bugged, um, as it just rolled out today, so it might just be a little.
[AGENT][NEUTRAL] Bogged down a bit. Uh, what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm so.
[AGENT][NEUTRAL] I'm sorry, that was, uh, did you say [PII]?
[CUSTOMER][NEUTRAL] [PII] just I was, yeah.
[CUSTOMER][NEUTRAL] Are you
[CUSTOMER][NEUTRAL] Say goodbye.
[CUSTOMER][POSITIVE] That's 3 times faster.
[CUSTOMER][NEUTRAL] I that.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] O.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh my God.
[CUSTOMER][NEUTRAL] 1.
[CUSTOMER][NEUTRAL] Sure you do because
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] With
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.