AccountId: 011433970860
ContactId: 22ef4e57-5ac3-4ba1-8f23-78b7f528428c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117379 ms
Total Talk Time (AGENT): 40241 ms
Total Talk Time (CUSTOMER): 62127 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/22ef4e57-5ac3-4ba1-8f23-78b7f528428c_20250423T15:31_UTC.wav
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[AGENT][NEUTRAL] Uh, [PII], this is [PII].
[CUSTOMER][NEUTRAL] Yeah I need I'm trying to get into the APL online service center um as an agent and I'm just I can't figure it out. I've got I've got many many logins because I have my company name. I have a group name but uh can't get in under my personal. um is there a way that you could look up my user name?
[AGENT][NEUTRAL] Uh, let's see, what is your, what is your last name?
[AGENT][NEUTRAL] So, uh,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] know
[AGENT][NEUTRAL] Sorry, one more time.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yeah, I've got my agency log in but I can't figure out my personal login. I'm even a customer so I'm a customer log in. I just don't know my username as an agent or just me.
[AGENT][NEUTRAL] Let me give I can give you.
[AGENT][NEUTRAL] Um, all right, [PII].
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah, sorry. Looks like your username is [PII] yeah, for sure, yeah.
[CUSTOMER][NEUTRAL] OK, but that goes to, OK, so, so that's what it is, [PII].
[AGENT][NEUTRAL] And it looks like your password is expired too, so it might make you put in a new password.
[CUSTOMER][NEUTRAL] And that one there I.
[CUSTOMER][NEUTRAL] That's what it is because yeah I couldn't get in alright so would I just hit reset password?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, that's why I just could not figure out because I've got a CalStar and then I got CalStar one which is from my agency. All right, it makes sense now. That's all I needed. Thank you.
[AGENT][POSITIVE] Yeah. All righty, thanks.
[CUSTOMER][NEUTRAL] Yeah bye bye.