AccountId: 011433970860
ContactId: fd9eb5e5-c21b-481a-ba82-ca466c9e99fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100360 ms
Total Talk Time (AGENT): 21664 ms
Total Talk Time (CUSTOMER): 72349 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/fd9eb5e5-c21b-481a-ba82-ca466c9e99fd_20250328T13:27_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. This is [PII]. I'm trying to submit a claim for an urgent care and when I go in, I've never done this before, as I don't remember, but it says no user was found with the information that was entered. I was trying to do as a new user, but you know, even when I do a new user or the old login, um, and I for I I I don't even know where, you know, it says username.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, I put it in and it, you know, I do forget to reset my password. Let's see, hold on, enter your username. When I put in my username, it says that I don't have a username, so I can't let me just think.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so
[CUSTOMER][NEUTRAL] Oh wait a second, let's see. Well, go ahead.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] Hold on one second, let me just see if I get something here. It's asking me um [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I shouldn't have maybe called you because I tried this on my phone and it didn't work. And now I'm on my
[CUSTOMER][NEUTRAL] OK, you know what it's, it's giving me uh to do a new password, so, uh, uh, if I have a phone, I'll call you guys back. Thank you.
[AGENT][NEUTRAL] OK, so just to let you know the, the, um,
[AGENT][NEUTRAL] Online service center is not compatible with phones, so it'll probably give you a lot of issues on the phone, but as long as it's working for you, um, if you need anything, just let us know, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, thanks. Bye.
[AGENT][POSITIVE] You're welcome