AccountId: 011433970860
ContactId: c53695ff-cd21-4378-841d-b9ef1fd32c29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146089 ms
Total Talk Time (AGENT): 56235 ms
Total Talk Time (CUSTOMER): 59937 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/c53695ff-cd21-4378-841d-b9ef1fd32c29_20250605T14:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, good morning. Uh, my name is [PII]. Um, I'm calling because I'm trying to get the bill.
[CUSTOMER][NEUTRAL] But um I'm trying to create my my account.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Under the new system that you have, but it's telling me that that it's, it's giving me an error.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so you are trying to create a new account, correct? You're not trying to log in with anything existing?
[CUSTOMER][NEGATIVE] Mm, well, I had before my account, but now it's asking me, like, I used to have a a username, but now I don't, and now it's with the email, so I don't know.
[AGENT][NEUTRAL] Yes, right.
[AGENT][POSITIVE] Mhm that's right. OK, so, and I apologize for the confusion, trust me, it's.
[AGENT][NEUTRAL] With our website changing um you would no longer log in with that information that you were prior to that so you would have to create a new account um it would be all of the same information you would just reregister essentially um and the biggest difference of course is going to be using the email to log in instead of a user name but you would have to create a new account.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] OK, yeah, that's what I'm trying to do, but it, it's giving me when I, when I put my the group number, uh, phone number, email on record state, then I click next and it's giving me an error and it says uh contact customer service at the number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So let me confirm just so that I'm aware [PII] and I'm so sorry for the confusion um so are you is this for a group that you're creating this account for or is was it for your individual policy?
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Yes, right.
[CUSTOMER][NEUTRAL] No, it's a group, it's a group. I'm the group administrator.
[AGENT][NEUTRAL] It is for a group.
[AGENT][NEUTRAL] Oh OK I see just wanted to make sure that we're on.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Mhm.