AccountId: 011433970860
ContactId: 1f4edde5-a5b2-414b-bbeb-d388223b3b46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203029 ms
Total Talk Time (AGENT): 89749 ms
Total Talk Time (CUSTOMER): 61544 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/1f4edde5-a5b2-414b-bbeb-d388223b3b46_20250317T21:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to log in and I'm having a hard time. I don't remember my user or my password.
[AGENT][NEUTRAL] OK, I can help you with the online service center. Can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] My name is [PII] I do not have my policy number. Wait, wait, I might have it. Hold on.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Policy number is.
[CUSTOMER][NEUTRAL] Oh yeah, I got it 02270582.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please give me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then I'm also going to need your address, phone number and email address that we have on the policy for you.
[CUSTOMER][NEUTRAL] The emails were [PII] [PII] [PII].
[AGENT][NEUTRAL] OK I didn't have your phone number um in the system so can you give that to me one more time?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then I'm not showing that that's the email address that you gave me is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, that's correct, and that's the email address that you used in the online service center so um if you were trying to set up and.
[CUSTOMER][NEGATIVE] I'm sorry, you're breaking up. I cannot hear you.
[CUSTOMER][NEGATIVE] You're breaking up really bad. I can't hear you.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] OK, alright, yes I can hear you.
[AGENT][NEUTRAL] Let me go over to the online service center and see what's going on over there, see if I can help you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Ms. [PII], I've got your um username that I can give to you, and once I give that to you, you'll have to set up a new password.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So your your username is [PII] and the R and the V are [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's case sensitive.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][POSITIVE] OK perfect it worked, thank you so much.
[AGENT][POSITIVE] You're so welcome. I'm glad I was able to help you. Is there anything else I can do to help you, Miss [PII]?
[CUSTOMER][POSITIVE] No ma'am, thank you.
[AGENT][POSITIVE] You're welcome you have a wonderful day and thanks for calling APL.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye-bye.