AccountId: 011433970860
ContactId: d1282428-7c3f-4c4b-969a-c20fa7b1b33b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 34759 ms
Total Talk Time (AGENT): 16400 ms
Total Talk Time (CUSTOMER): 10890 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/d1282428-7c3f-4c4b-969a-c20fa7b1b33b_20250603T21:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you, I'm sorry, good afternoon. Thank you for calling APL. This is KQ. May I help you?
[CUSTOMER][NEUTRAL] Hey, uh, did the log in, um.
[CUSTOMER][NEUTRAL] The login method change for claims?
[AGENT][NEUTRAL] Uh yes, sir, um, they upgraded the online service center so you if you set up on an account before you have to just recreate it again.
[CUSTOMER][NEUTRAL] Oh, we I did set one up so I have to start all over again.
[AGENT][NEUTRAL] Uh yes sir.
[CUSTOMER][POSITIVE] Oh my goodness. OK, thanks so much. OK, bye.
[AGENT][NEUTRAL] Oh