AccountId: 011433970860
ContactId: 11805118-ded6-4de8-94cf-65495a074fd9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 436399 ms
Total Talk Time (AGENT): 121870 ms
Total Talk Time (CUSTOMER): 125827 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/11805118-ded6-4de8-94cf-65495a074fd9_20250212T13:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I need to get some information on how to log into my account online because I'm having a problem.
[AGENT][NEUTRAL] Sure. May, uh, may I have your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, Miss [PII].
[AGENT][NEUTRAL] And what is a good call back number just in case um our call gets disconnected?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] Oh, a, a callback number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Sorry, a callback number.
[CUSTOMER][NEUTRAL] Yeah area code
[CUSTOMER][NEUTRAL] I hear you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, area code [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And do you happen to have your policy number on hand?
[CUSTOMER][NEUTRAL] Give me one sec I should.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 17177.
[AGENT][NEUTRAL] 17177.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, let me just a second to see if the system pulls it up.
[AGENT][NEUTRAL] All right, Ms. [PII], the system doesn't uh show me any policy number, um, with the one that you provided to me. Um, it should be a 8 to 7 character um number.
[AGENT][NEUTRAL] Starting with a 02 or 01?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 01988.
[CUSTOMER][NEUTRAL] 243.
[CUSTOMER][NEUTRAL] ML
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, I was able to pull up your policy and just to verify that we have all your information correct. Uh, do you mind telling me your date of birth and address, please?
[CUSTOMER][NEUTRAL] Uh [PII]. My address is [PII].
[AGENT][NEUTRAL] Alright, and what email are we using for the online service center?
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] It could be
[CUSTOMER][NEUTRAL] One of 2.
[CUSTOMER][NEUTRAL] Could be either my work email address or my personal email address.
[CUSTOMER][NEGATIVE] But I'm not sure because I've tried both to use as my account login information that neither of them work.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. I see that you already have an active um
[AGENT][NEUTRAL] Profile with us.
[AGENT][NEUTRAL] Would you like me to um provide to you that user name?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the phone number provided as well, um, it will be sending you a, um,
[AGENT][NEUTRAL] If you choose that you forgot your password, it will be sent to your phone number, so you can um pretty much recover your account.
[AGENT][NEUTRAL] Alright, let me know whenever you're ready so I can provide that username for you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, go ahead.
[AGENT][NEUTRAL] That will be [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I, I've tried that. Let's then why when I put in all of the information.
[CUSTOMER][NEUTRAL] Online service center page.
[CUSTOMER][NEGATIVE] Does it not let me pull up anything.
[AGENT][NEUTRAL] OK, let's see really quick what is happening.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] We're using the login username password section.
[AGENT][NEUTRAL] Or are we using the new user?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm logging in.
[CUSTOMER][NEUTRAL] And I'm trying to use my password so.
[AGENT][NEUTRAL] OK, we can reset, we can reset. Mhm.
[CUSTOMER][NEUTRAL] Let's see, maybe I'll try to reset my password.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I'm trying to do it right now.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm mhm mm mm [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, let's see.
[CUSTOMER][NEGATIVE] OK, I thought this is it. I hate this system. It is very confusing.
[CUSTOMER][NEUTRAL] [PII], OK, let's see mhm mhm mm mm mm mm mm mhm.
[AGENT][NEUTRAL] Did it allow you to reset the password?
[CUSTOMER][NEUTRAL] Trying to see if it worked.
[CUSTOMER][POSITIVE] It worked OK wonderful thank you for your help I appreciate it take care bye.
[AGENT][POSITIVE] You're very welcome.