AccountId: 011433970860
ContactId: 046cf995-8451-47b6-8d89-df5844fd9684
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200449 ms
Total Talk Time (AGENT): 67129 ms
Total Talk Time (CUSTOMER): 69984 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/046cf995-8451-47b6-8d89-df5844fd9684_20250205T22:46_UTC.wav
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[AGENT][POSITIVE] Good afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] I, I just tried logging into my account and it said it's locked. I couldn't remember the password and I swear I typed it incorrectly, but then it locked my account.
[AGENT][NEUTRAL] OK, let me see what I can do for you. And do you have uh the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is it maybe 02444968?
[AGENT][NEUTRAL] OK, let me try that.
[AGENT][NEUTRAL] And may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Add [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. And I need to verify your date of birth, mailing address and email address for verification.
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] And then the mailing address is [PII], and then, uh, pretty sure the email address is [PII].
[AGENT][POSITIVE] Mhm. Perfect. Thank you. All right, let me see.
[AGENT][NEUTRAL] I can get you one moment.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And what username are you using?
[CUSTOMER][NEUTRAL] Um, is it [PII]?
[AGENT][NEUTRAL] Mhm. Yes, the [PII] is caps, [PII] in lower cases.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and you have to just to click on forgot password, OK? So let me get this unlocked. OK. Uh, let me make sure I did it.
[AGENT][NEUTRAL] OK, so now it's active. Do you want to try it now?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I used to.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Yeah, that's the password I typed in a few times. I don't know why.
[AGENT][NEUTRAL] Oh, you know, things happen.
[AGENT][NEUTRAL] And that's, that's the system. Computers.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I was waiting for it to like reset password and then have it tell me that my password can't be the same as my old password and it's like, well that's.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Mm
[CUSTOMER][POSITIVE] How it works, but OK, yep, everything seemed to work so.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Uh, OK. Is there anything else I may help you with today, Mr. [PII]?
[CUSTOMER][POSITIVE] No, I appreciate it thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good afternoon.
[CUSTOMER][NEUTRAL] You as well.
[AGENT][POSITIVE] Thank you bye bye.