AccountId: 011433970860
ContactId: b8cd3c1b-33b3-4be4-a628-ac8f71ec071c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71819 ms
Total Talk Time (AGENT): 22251 ms
Total Talk Time (CUSTOMER): 47240 ms
Interruptions: 0
Overall Sentiment: AGENT=2.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/b8cd3c1b-33b3-4be4-a628-ac8f71ec071c_20250605T21:30_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, um, my name is [PII] and I'm a broker, and I was trying to log in and add a new employee for one of my groups, and your website looks different and it won't let me do anything. I don't know if I was going to the wrong place now.
[AGENT][NEUTRAL] Um, so we've changed our website, so you'll have to recreate your entire login over again, so your old login will not work.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, it was really it was just asking my when I went to the like my saved icon for the website it was just asking for my email um so I don't know and it didn't let me log in with my email and the saved password but it only gives me like my profile and says need to file a claim and says we're experiencing an issue retrieving your data.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, yeah, you will have to have you, so you haven't created, you'll have to hit create the account instead of log in.
[CUSTOMER][NEUTRAL] Oh got you OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Um and then enter in the information.
[CUSTOMER][POSITIVE] Yes, create your OSC. OK, got it, and I just go through, OK, I'm sure it's self explanatory from here. I just was confused on what happened there. So alright, thank you. I will get it all set up and ready to go.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.