AccountId: 011433970860
ContactId: d49dd5bb-4785-4976-9e99-8c073460b061
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 52200 ms
Total Talk Time (AGENT): 19761 ms
Total Talk Time (CUSTOMER): 30161 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.7, CUSTOMER=-1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/d49dd5bb-4785-4976-9e99-8c073460b061_20250509T16:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. Um, I received a call yesterday because I've been emailing you guys regarding um
[CUSTOMER][NEGATIVE] Certain a certain claim but also my, another one of my concerns is that uh I can't get into the online portal, um OSC or whatever. um, so I don't know if there, you have wrong information or something, but every time I try and log in I can't get in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] All right, Miss [PII], have you already, um, previously set up the account and it worked or it just it just doesn't work at all?
[CUSTOMER][NEUTRAL] No, I don't think I did. I think I'd never made an account.
[AGENT][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] Alright, Ms. [PII], do you happen to have the policy number on hand?
[CUSTOMER][NEUTRAL] Is it on my card?
[AGENT][NEUTRAL] Mhm. Yes, it should be policy.
[CUSTOMER][NEUTRAL] Yeah.