AccountId: 011433970860
ContactId: 24b26807-0e45-4698-82f5-e4075e54c4df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 334000 ms
Total Talk Time (AGENT): 96692 ms
Total Talk Time (CUSTOMER): 106046 ms
Interruptions: 2
Overall Sentiment: AGENT=2.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/24b26807-0e45-4698-82f5-e4075e54c4df_20250320T17:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes ma'am, this is [PII]. What are we trying to do, babe? We're trying to log into the website and uh we uh reset the password.
[CUSTOMER][NEUTRAL] And it's saying that we can't do it from the computer.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Yes, we're just trying to reset our password trying to log in.
[AGENT][NEUTRAL] OK, are you using uh.
[AGENT][NEUTRAL] Yes sir. OK, alright, Mr. [PII], I can help you with that. Can I please get your policy number?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, one moment, please, let me find my card real quick.
[AGENT][NEUTRAL] Yes, sir, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, my policy number is 02581933.
[AGENT][NEUTRAL] OK, and let me pull that policy in real quick.
[AGENT][NEUTRAL] Give me just a second.
[CUSTOMER][NEUTRAL] And she.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, my computer has decided to act a little funky for a minute, but I'm gonna get it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please verify your date of birth for me, sir?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is your address, phone number and email address that we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] It's uh home address is [PII].
[CUSTOMER][NEUTRAL] And uh would you need a phone number also?
[AGENT][NEUTRAL] Yes, I need your phone number and your email address please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEUTRAL] Or my wife might have her phone number on there too it's [PII].
[CUSTOMER][NEUTRAL] I don't know if she has her phone number on there also.
[AGENT][NEUTRAL] It looks like I have yours.
[CUSTOMER][NEUTRAL] OK, and uh the email address is uh what you put on the uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you very much. I appreciate you verifying that information for me Mr. [PII]. Let me go over to the online service center and look at it and see what I can see what's going on with it.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] Looking at it, it looks like you're.
[AGENT][NEUTRAL] User name is [PII] and [PII] is lower case is that the user name that you're trying to get in with?
[CUSTOMER][NEUTRAL] Yes, [PII]. Is it the whole email is it the whole email address [PII] or is it just [PII]?
[CUSTOMER][NEUTRAL] Um, is it just [PII] that
[AGENT][NEUTRAL] It's just [PII].
[CUSTOMER][NEUTRAL] Just [PII] all lower case correct?
[CUSTOMER][NEUTRAL] Go.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Alright, we're in, ma'am.
[AGENT][POSITIVE] Awesome. OK, is there anything else I can help you with? I'm glad I was able to get you in.
[CUSTOMER][NEUTRAL] Is that it babe?
[CUSTOMER][NEUTRAL] Um, yeah, we're, we're, let us know that we're about to file a claim. Yes, ma'am, we were, we were just about to file a claim and everything. We and we're just having trouble getting in, but we're in now.
[AGENT][POSITIVE] OK perfect if you guys get stuck again please feel free to call, OK?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Uh thank you very much, ma'am.
[AGENT][POSITIVE] Alright thank you Mr. [PII], you guys have.
[AGENT][POSITIVE] You're welcome you guys have a wonderful day and thanks for calling APL.
[CUSTOMER][POSITIVE] Alright you too thank you ma'am.
[AGENT][POSITIVE] Thank you, sir.