AccountId: 011433970860
ContactId: 163143a9-0af3-40bf-8417-8779fb6c1972
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 585030 ms
Total Talk Time (AGENT): 174894 ms
Total Talk Time (CUSTOMER): 261575 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/163143a9-0af3-40bf-8417-8779fb6c1972_20250418T17:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi. Good afternoon. My name is [PII]. Um, I have a current plan active open with you guys. However, I'm having trouble accessing my account.
[AGENT][NEUTRAL] OK, [PII], I can help with the online access. Do you have a policy number by chance or certificate number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, um, which one would work for you? I have a group number and I have a policy.
[AGENT][NEUTRAL] Policy number please.
[CUSTOMER][NEUTRAL] Um 024.
[CUSTOMER][NEUTRAL] 502
[CUSTOMER][NEUTRAL] 45
[AGENT][POSITIVE] All right, thank you for that.
[AGENT][NEUTRAL] All right. And then [PII], I just need to verify your date of birth, please, and address.
[CUSTOMER][NEUTRAL] Of course, my date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my address on file should be [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I believe my problem is the password because whenever I click the option to reset password, for some reason it says my primary email um is completely different from what I put to register the account.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so let's check that. What email should be on file?
[CUSTOMER][NEUTRAL] Um, it should be my, either my personal email or my work email.
[CUSTOMER][NEUTRAL] Um, so it should be either [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Or it should be my work email through the employer, which is uh lowercase [PII].
[AGENT][NEUTRAL] OK, yeah, it looks like we have a Comcast email. It's just not the one that you gave me. So the correct one is [PII]. is that right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. Yes, that's my personal email.
[AGENT][NEUTRAL] OK, um, so.
[AGENT][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Because for some reason when I click the the password reset, um, for the primary it says [PII].
[CUSTOMER][NEUTRAL] [PII]. I don't know what that is.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] So, I will let me go back because I will say the policy number that you gave me um was the effective one until this year. The policy number did change, but that shouldn't affect your online access.
[AGENT][NEUTRAL] Let's see, so let me just.
[CUSTOMER][NEUTRAL] Uh, let me see. What happens if I give you my, my group number?
[AGENT][NEUTRAL] I have the active.
[CUSTOMER][NEUTRAL] Cause I have the obsessive.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] I have, yeah, I have the active policy. I just need to
[AGENT][NEUTRAL] I just need to change this email because I think that's your issue, OK.
[CUSTOMER][NEUTRAL] OK. If anything, I can also verification, I can give you my social. I can give you my username that I know is correct if that helps you.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] Alright, so just to confirm, the correct email is going to be your [PII]. Is that correct?
[CUSTOMER][NEUTRAL] No, no, it's [PII], [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII]. That's my personal email.
[AGENT][NEUTRAL] And that's the one that you wanna have on here, correct?
[CUSTOMER][NEUTRAL] If, if possible, please.
[AGENT][POSITIVE] OK, alright, I just wanna make sure I'm adding the right one here.
[CUSTOMER][POSITIVE] No, of course, I appreciate you.
[AGENT][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] I just find it strange in general because when I remember creating this account um last year, I, I wrote down my username and my password, but for some reason I don't know if if I tried so many times that it locked me out, hence why I clicked the reset password option. I, I don't know what I did wrong.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] So yeah, the email that it had originally on here for the reset was [PII].
[CUSTOMER][NEUTRAL] Yes, that's my father.
[AGENT][NEUTRAL] So, um, I did update the email and the username is [PII]. That's what you're using?
[CUSTOMER][NEUTRAL] Hold on. Uh, can you repeat that for me?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, that's not the username that I had. So I'm gonna write that down [PII], correct?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Per user? OK, all lower case?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, yeah, all lower case.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So now if I click the reset password option, it would be under my correct email?
[AGENT][NEUTRAL] It should pop up hopefully as the correct email. Let me know what you see on your side.
[CUSTOMER][NEUTRAL] Let me see, give me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now for the primary email, it's either giving me my dad's email or um my dad's number.
[CUSTOMER][NEUTRAL] Can that be left like that if anything because um I authorized him to have access to my account.
[AGENT][NEUTRAL] Yeah, you can leave it that way. I'm not sure how.
[AGENT][NEUTRAL] I wonder
[CUSTOMER][NEUTRAL] So let me, let me try to click one of the options, uh, since my father is right here with me. Give me your phone, please.
[CUSTOMER][NEUTRAL] Um, to see i[PII] I have access to even change the password, so I have, have that option. Give me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, because it just looks like when it originally was set up for whatever reason you were using his email for the password and stuff.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK, um, so you, so now I have the correct user and now let me try the new password.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][POSITIVE] Perfect. Now, it says that it's been reset. Let me see if I have access to even get on.
[CUSTOMER][POSITIVE] I do appreciate you helping me with this.
[AGENT][POSITIVE] Yeah, no, not a problem. Not a problem.
[CUSTOMER][NEUTRAL] CBC.
[CUSTOMER][NEUTRAL] I mean, this is the first that's happened for me, cause normally I write everything down.
[AGENT][NEUTRAL] I hear you. I get so many user names and passwords. It is hard to remember them all for sure.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Of course. OK, so perfect. I, I just got access inside.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, is there anything else that you need help? Perfect. Thank you so much for your help. And your name again, my dear?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] Thank you so much, [PII]. You've been extremely helpful.
[AGENT][POSITIVE] Oh, my pleasure. I hope you guys have a great rest of your day and I hope you have a nice weekend.
[CUSTOMER][POSITIVE] You too. You take care. Bye-bye.
[AGENT][NEUTRAL] All right. Bye-bye.