AccountId: 011433970860
ContactId: acc403fe-6c5d-4ef8-ada8-09a1129e7413
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140110 ms
Total Talk Time (AGENT): 53154 ms
Total Talk Time (CUSTOMER): 69831 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/acc403fe-6c5d-4ef8-ada8-09a1129e7413_20250129T14:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi, good morning. Um, I'm trying to log into the portal, but every time I've tried to do so it tells me that it's searching and once I enter my information, its, it, it tells me I'm searching and then it says there's an error. I've been trying for the last like two weeks at this point. I'm not sure what to do.
[AGENT][NEUTRAL] I can verify your information before I send you over to the help desk.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, may I have your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your policy number?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Policy number is 02587213.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And may I have a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], can you verify your date of birth, your mailing address, and your email, please?
[CUSTOMER][NEUTRAL] [PII]. Uh, date of birth is the address is [PII]. And I'm sorry, what else did you need?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so let me just verify, it is [PII].
[CUSTOMER][POSITIVE] Correct, correct.
[AGENT][NEUTRAL] OK, so once you're entering the information, what.
[AGENT][NEGATIVE] Is not correct on the information that you're entering or what error message.
[CUSTOMER][NEUTRAL] Um, I'll do it now to let you know sorry I closed it out right before I called but.
[CUSTOMER][NEUTRAL] It's pretty much tries to search for me then
[CUSTOMER][NEUTRAL] It says there's an error, and that's it. Uh, but let me get the error for you. One second, 1990.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, all of a sudden it works.
[AGENT][POSITIVE] Oh, great.
[AGENT][NEUTRAL] Maybe it was just something with the network.
[CUSTOMER][NEUTRAL] OK. All right, well.
[CUSTOMER][POSITIVE] Um, yup, could be. All right. Well, thank you for your help.
[AGENT][POSITIVE] You're so welcome, [PII]. Thank you for calling American Public Life. Have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.