AccountId: 011433970860
ContactId: c9fb9e05-79be-4f7e-9c7f-49bfa11df3b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117870 ms
Total Talk Time (AGENT): 34917 ms
Total Talk Time (CUSTOMER): 25279 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/c9fb9e05-79be-4f7e-9c7f-49bfa11df3b4_20250611T18:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, trying to find out. I got a text message saying my.
[CUSTOMER][NEGATIVE] Thing was complete and but I can't get back on the website.
[AGENT][NEUTRAL] Um, OK, you got about a claim, you mean that your claim had completed processing?
[CUSTOMER][POSITIVE] Yeah, yeah, and I just wanna see what it turned out to be.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh yeah, OK, so I can get that pulled up and take a look for you. I will say though regarding our website that it did undergo quite a big change as of last week and with that change, um, everyone is now having to create a new login so you would reregister um and once you do that then you would log in with uh I'm sorry.
[CUSTOMER][NEUTRAL] I did. I
[CUSTOMER][NEGATIVE] I, I already did that and it's just giving me problems. It won't let me get, get the verification code and then it picks me up before I put the code in.
[AGENT][NEUTRAL] OK, it might need to be uh refreshed, but we can go through all of that first I'll go.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hello?