AccountId: 011433970860
ContactId: db51276c-04aa-4874-81a5-383c0d7bcc6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190639 ms
Total Talk Time (AGENT): 95021 ms
Total Talk Time (CUSTOMER): 85411 ms
Interruptions: 4
Overall Sentiment: AGENT=2.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/db51276c-04aa-4874-81a5-383c0d7bcc6a_20250603T20:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] with Launch Therapy Center in [PII]. In the past, when I logged into APL, I used a Word and not an email address, and now it's asking for email.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes OK so as of yesterday, sure, so as of yesterday our website did undergo quite a big change um so you would have create another account it would be all of the same information um it would just be in the biggest difference is going to be of course that instead of a user name you would use an email to log in so once you've created that new account uh you'll be able to log in from there.
[CUSTOMER][NEGATIVE] And I can't get there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so we are a um.
[CUSTOMER][NEUTRAL] An entity that provides insurance for our employees so we would be group.
[AGENT][POSITIVE] You're a group, yes, that's correct.
[CUSTOMER][NEUTRAL] OK, alright, I just wanted to be sure.
[CUSTOMER][NEUTRAL] All right, well I will try this.
[AGENT][POSITIVE] Sure, yeah, I'm sorry about all the confusion. It has definitely been something alrighty was there anything else I can help you with?
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] But I can't imagine.
[CUSTOMER][NEUTRAL] I just, I don't like change so here we go, huh.
[AGENT][NEUTRAL] Uh, no, I completely understand, but I promise this is the only thing different from there it should be a lot better.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I just hope it works.
[CUSTOMER][NEUTRAL] Is there any way you can check to see what email we have on file?
[AGENT][NEUTRAL] Sure, let's see, um, I'm so could you repeat your name for me? I'm so sorry.
[CUSTOMER][NEUTRAL] Because it's not what I did try it.
[CUSTOMER][NEUTRAL] No, that's OK. [PII].
[CUSTOMER][NEUTRAL] And I don't know what phone number it went under.
[AGENT][POSITIVE] OK, thank you.
[AGENT][POSITIVE] That's OK if I could just get a good call back from you just in case we're disconnected.
[CUSTOMER][NEUTRAL] Sure, [PII] and I have our group number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] 26897
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Excuse me.
[AGENT][NEUTRAL] OK and then if you would um are you able to verify oh that's uh I get it I trust me I got little ones though can you verify the address for the.
[CUSTOMER][NEUTRAL] Any time I get on the phone.
[AGENT][NEUTRAL] Business?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much OK so the email we got it looks like it's your [PII] account um.
[AGENT][NEUTRAL] [PII]. Yes ma'am.
[CUSTOMER][NEUTRAL] [PII] of it, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the phone number we've got is the same one you just see the [PII].
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] Great, thank you so much. Well I'm gonna try to get this done.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Yeah sounds good. If you need anything else, uh, don't hesitate to give us a call. We know it's, it can be a lot.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] OK, thank you. Have a good evening. Hope this works. OK, bye-bye.
[AGENT][POSITIVE] All right thank you you too thank you.
[AGENT][POSITIVE] Oh it should thank you bye bye.