AccountId: 011433970860
ContactId: b2dff7a1-a7d3-4c80-8f5f-00108a1a8bbf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72779 ms
Total Talk Time (AGENT): 44627 ms
Total Talk Time (CUSTOMER): 16648 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/b2dff7a1-a7d3-4c80-8f5f-00108a1a8bbf_20250602T14:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi I was trying to log into my account to upload some documents and it's saying that my account doesn't exist.
[AGENT][NEUTRAL] Um, yes, ma'am. We uploaded, we, we, I'm sorry, we reissued a new system and you would need to um reupload your account. What you can do is, um,
[AGENT][NEUTRAL] Let's see, go to our website, go to [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you'll see where it says new user or it may say register here, you would have to click on that and um re-register your account to have access to the new system.
[CUSTOMER][NEUTRAL] OK, how would anybody know that if.
[CUSTOMER][NEGATIVE] There's no information sent about it.
[AGENT][POSITIVE] OK. Yes, ma'am. I apologize for that. Um.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Is is my information still gonna be in there from what I uploaded?
[AGENT][NEUTRAL] Yes, ma'am. It's still gonna, yes, ma'am. Your, all your information from the past will still be in the um new system. It was transferred over to the new system.
[CUSTOMER][NEUTRAL] For my claim?
[CUSTOMER][POSITIVE] OK all right thank you for your help.