AccountId: 011433970860
ContactId: 16e6cb75-30d2-4e29-a0d1-bf621ff3eb58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218429 ms
Total Talk Time (AGENT): 79348 ms
Total Talk Time (CUSTOMER): 123761 ms
Interruptions: 5
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/16e6cb75-30d2-4e29-a0d1-bf621ff3eb58_20250410T21:22_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I think I got disconnected a little while ago. I was trying to get my username.
[CUSTOMER][NEUTRAL] Because it wouldn't let me log in.
[AGENT][NEUTRAL] OK, sure. Mhm.
[CUSTOMER][POSITIVE] And I have my uh my my group number if that helps you can pull up the company and then I should be under that.
[AGENT][POSITIVE] OK, yeah, definitely. Go ahead.
[CUSTOMER][NEUTRAL] The group number is 26748.
[AGENT][POSITIVE] OK, thank you. And let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. And very check.
[CUSTOMER][NEGATIVE] It looks like they see me there but they wouldn't let me log in.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Online.
[AGENT][NEUTRAL] May I have your name?
[CUSTOMER][NEUTRAL] [PII], but it's probably under [PII], I think, [PII]
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I found you. OK, and for security, I need to verify your date of birth. Go ahead. Mm.
[CUSTOMER][NEUTRAL] I'm, I'm not sure.
[CUSTOMER][NEUTRAL] OK. Do you have it under [PII]? I just wanna know how I have it under.
[AGENT][NEUTRAL] Yeah. Yeah, it looks like it's [PII].
[CUSTOMER][NEUTRAL] Did they, I they, OK, I didn't know how they put it in. OK, thanks. It my date of birth is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, thank you. And what's the mailing address on file?
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] For my home address?
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, and I see an email here. Can you verify that email for me?
[CUSTOMER][NEUTRAL] Um, it's, it's my home email, it's [PII].
[AGENT][NEUTRAL] Yes, that's the one we have. Thank you, Mr. [PII]. All right, so it looks like your username is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And it's all lower case.
[CUSTOMER][NEUTRAL] Oh, that's what I forgot.
[CUSTOMER][NEUTRAL] All lower, OK. I forgot the [PII]. OK, thank you so much. And then uh what about the password? Can you give me that or do I just reset it now? Because I don't remember that either.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Mm. You will have to reset it. Yeah, you have to click on reset password because we don't keep those for security. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, no, that's fine. I just, I kept trying different ways to put it in and I was like, what else could I have put there? Yeah, I couldn't remember the username. Alright, thank you very much. I just forgot the [PII]. So just [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No. No problem, Miss.
[AGENT][POSITIVE] Yes, OK, [PII]. You're welcome. You as well. Have a good afternoon. Thank you for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you very much. Have a great day, hon.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yeah, you too. You too. Bye.
[AGENT][POSITIVE] Thank you.