AccountId: 011433970860
ContactId: 04e6d86e-8283-4fdf-87eb-9e61e34f3096
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350839 ms
Total Talk Time (AGENT): 113989 ms
Total Talk Time (CUSTOMER): 234171 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/04e6d86e-8283-4fdf-87eb-9e61e34f3096_20250522T18:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], my name is [PII]. Um, I have a cancer policy through APL and so I've had it for years, but, um, recently something happened where, um, my identity was stolen um from a particular email account. So they wiped out my eBay, my PayPal, everything, um.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] 00 no.
[CUSTOMER][NEUTRAL] So I tried to go in so I'm literally going through my book of numbers and this one came across associated with that one, the email that they got into so I just wanna change the email but I couldn't do it online.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Like I couldn't, I like it
[AGENT][NEUTRAL] Yes, Ms. [PII], and I can help you change your email address, ma'am. Can I please get your call back number just in case the call is disconnected.
[CUSTOMER][POSITIVE] Thank you, thank you.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you Ms. [PII] and then what is your policy number?
[CUSTOMER][NEUTRAL] Um, it looks like so they keep changing it, it like lapses and they make a new one, but it looks like it's it's 255-8266.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, and for security reasons, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you and then I'll also need your address, a phone number, and the previous email that we have on the account for you.
[CUSTOMER][NEUTRAL] Sure. So,
[CUSTOMER][NEUTRAL] What was the first thing you asked for? I'm sorry, like, oh my [PII].
[AGENT][NEUTRAL] Your your physical address.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the email address that was on it?
[CUSTOMER][NEUTRAL] My phone number?
[CUSTOMER][NEUTRAL] 00 yeah, so the one that is, you know, no longer available because of all the hacking is another ID I'll forget at all no another ID I'll forget [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and then Ms. [PII], I do see that the phone number that you gave me to call you back on, is that your cell phone number, ma'am?
[CUSTOMER][NEUTRAL] It is, it is, ma'am.
[AGENT][NEUTRAL] OK, and what would you like the new email to be?
[CUSTOMER][NEUTRAL] Um, I would like it to be, so I set up a new one, like trying to get away from these scammers. So it's [PII], which is my birth year at.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, give me just one quick second so I can get that updated for you and I'm so sorry you've been through that. People are just.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEGATIVE] That's horrible.
[CUSTOMER][NEGATIVE] Uh, they're awful. Like, I don't know what is going on with this world. Like, I don't have any money. Like, why are you targeting me? Like, go get somebody who does. Like
[AGENT][NEGATIVE] Yes, it's, it's horrible. It is, and there's so much of it going on and they get trickier and trickier every year on how they do it.
[CUSTOMER][NEUTRAL] I know, I know, yeah, I just started with a Walmart order. That was what it started with, and then they got into my account and then they got my Ebates, my PayPal, everything like they shut down, tried to order everything from every single account and so.
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] Oh.
[AGENT][POSITIVE] Oh bless your heart.
[CUSTOMER][NEGATIVE] I have to wipe that account out completely like so that's why I'm going over every single thing I have in my file to make sure that nothing I have is connected to that another idea I'll forget [PII].
[AGENT][NEUTRAL] Yes, ma'am. Yes, and that's awesome that you're able to have a book where you can go back and figure it all out because if it happened to me, I would not have a book. I'd just be freaking out.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, I have a look.
[CUSTOMER][POSITIVE] I have a book. My husband's like, oh my God, no, I always tell you like, girl, you should not have a book. I'm like, oh, I thank God I did because I wouldn't even know where to start, you know, like there's so many things, like everything, so yeah, I'm just trying to make my way through and this is like the last 3 that I have is [PII] is one of them.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEGATIVE] And so I just wanna make sure that nothing is associated with that email that I'm going to shut down as soon as I do this.
[AGENT][NEUTRAL] Yes ma'am, well, you can mark it down to 2 because I've got corrected for you to your new email address.
[CUSTOMER][POSITIVE] Oh my God. Thank you so much. Like I know it's probably not a big deal to you. It is like, oh my [PII], they've taken over my life. So I just feel like, holy heck, like anytime you get one more person to do something and you have them on the phone, like you can't even get people on the phone anymore, but I did. I got you, thank God. And so thank you for changing that. And so now I only have 2 more to go, 2 more to go.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] Yes, ma'am. Yay, 2 more. Well, I wish you the best of luck, Ms. [PII].
[CUSTOMER][POSITIVE] I know. Thank you so much, [PII]. OK, thank you so much.
[AGENT][POSITIVE] You're welcome. You have a wonderful weekend.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Mhm thank you for calling.