AccountId: 011433970860
ContactId: 1c28c8a4-3c0f-4f14-a15f-c75c6f433417
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229160 ms
Total Talk Time (AGENT): 89616 ms
Total Talk Time (CUSTOMER): 117319 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/1c28c8a4-3c0f-4f14-a15f-c75c6f433417_20250516T16:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is.
[CUSTOMER][NEUTRAL] Hey, to be honest
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Uh, yes, good morning.
[AGENT][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] Uh, yes, my name is [PII]. I need to reprint my card, but I haven't trouble to access to my account because I don't remember my username or my password.
[AGENT][NEUTRAL] OK, yes ma'am, I can get that for you. Um, do you happen to have your policy number?
[CUSTOMER][NEUTRAL] Let me check if I have any uh.
[AGENT][NEUTRAL] Now, I can look it up by name, if you could spell your last name for me.
[CUSTOMER][NEUTRAL] Yes, it's [PII]. I think that I have a policy number here. Let me see if I have any. Yeah, I have one here just because I have one claim here that I received. My policy number is 024.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 67.
[CUSTOMER][NEUTRAL] 685.
[AGENT][NEUTRAL] OK, thank you. And do you mind if I get a callback number from you just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][POSITIVE] Thank you. I appreciate that. Thank you. OK, can I get you to verify your birthday and address for me, please?
[CUSTOMER][NEUTRAL] Yes, my address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you. And your birthday?
[CUSTOMER][NEUTRAL] My first name is [PII]
[AGENT][NEUTRAL] OK, and what is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Miss [PII]. I appreciate that. um, and I'm sorry, but one more question, can you verify your email address for me?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[AGENT][NEUTRAL] Thank you, thank you, that is what we show so let me see now I can get your username for you for the online service center, but we don't have access to a password so you would need to reset that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, it doesn't matter. I can change the, the password. The only thing is that I don't remember the username, so, uh, I decided to change the password, but I don't remember the username.
[AGENT][NEUTRAL] Oh, OK. Yes, ma'am.
[AGENT][NEUTRAL] OK, um, now that username is your first name, [PII] and the [PII] is [PII], um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 35, you said 35?
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I never thought about that.
[AGENT][POSITIVE] Well, it was a good um username then something you wouldn't think about somebody else either.
[CUSTOMER][NEUTRAL] Yeah, yeah. Yeah, yeah, yeah. That's my user name. I wanna.
[CUSTOMER][POSITIVE] Save it and yeah, thank you so much for your help.
[AGENT][POSITIVE] Yes, ma'am. You are welcome. Can I do anything else for you?
[CUSTOMER][NEUTRAL] No, that's it. I think that I'm trying to change my password right now with the username and I'm gonna say it in a safe place, so I wouldn't forget anymore.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh good.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes, ma'am. You are welcome. You have a good day, Miss [PII]. Thank you for calling APA. Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too.