AccountId: 011433970860
ContactId: 1dba5468-96ea-4859-ac51-03ba96467b79
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173580 ms
Total Talk Time (AGENT): 72920 ms
Total Talk Time (CUSTOMER): 55732 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/1dba5468-96ea-4859-ac51-03ba96467b79_20250512T21:57_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, um, I'm trying to sign into my account online, but it won't let me sign in.
[AGENT][NEUTRAL] OK, I can assist you with that and your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have your policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, it is 02588042.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] See and verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] [PII]. Mailing address is [PII]. Email address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And when you're signing on, are you select an individual and then new user?
[CUSTOMER][NEUTRAL] Um, so I did that and it said, oh you already have one and I was like, OK, and then I was trying to sign into my account and I couldn't remember the user name um or password and so then.
[CUSTOMER][NEUTRAL] I was like, forgot user name and it like it was just like, well, uh we can't do that. And I was like, alright, so I called y'all.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, well give me one moment let me see, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] This number is good.
[AGENT][NEUTRAL] Uh, let's see. [PII].
[CUSTOMER][NEUTRAL] Yep, that's it.
[AGENT][NEUTRAL] Is this a uh cell number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, and it does uh do show that you have an account set up. I can give you your username to where you can uh reset your password.
[CUSTOMER][POSITIVE] OK, that'd be great.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][POSITIVE] OK, great.
[AGENT][NEUTRAL] Yes ma'am and so just put in your username and then just uh select forgot or reset password and it'll send um like a verification code to where um you'll be able to reset it.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] OK great thank you so much.
[AGENT][POSITIVE] Yes, ma'am. Thank you for calling APL. Have a great rest of your day.
[CUSTOMER][NEUTRAL] All right, bye.
[AGENT][NEUTRAL] Bye.