AccountId: 011433970860
ContactId: 268851d2-42d2-443f-bd15-ab518a76bee1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 810590 ms
Total Talk Time (AGENT): 181609 ms
Total Talk Time (CUSTOMER): 190989 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/268851d2-42d2-443f-bd15-ab518a76bee1_20250109T16:27_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, this is [PII]. Uh, I'm calling to, I'm trying to log in and it won't let me. I need to reset the password, but I'm not getting the code from the, on my phone. Uh, I need to change my, uh, the checking account number.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The checking account number for the draft or direct deposit?
[CUSTOMER][NEUTRAL] Draft.
[AGENT][NEUTRAL] OK. And are you calling for a group or a personal policy?
[CUSTOMER][NEUTRAL] Personal.
[AGENT][NEUTRAL] OK. All right. And um do you have the policy number?
[CUSTOMER][NEUTRAL] I knew you wanna ask that just a minute ago and I thought, well, uh, yes, I do have it, but I'll have to go get it.
[AGENT][POSITIVE] OK, no problem, take your time.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] I didn't think about that day when I got you on the phone, I thought, well, OK, just a minute.
[AGENT][NEUTRAL] Just
[AGENT][POSITIVE] It's OK. Sure, no problem.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's supposed to be in this folder.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I put things together. I don't know what I did with it. I see.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That's
[AGENT][NEUTRAL] I'm gonna just start a name search just in case.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, yeah, cause I, it must still be in the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What? OK.
[CUSTOMER][NEUTRAL] While you're looking, I'll go look one more place. It should be in this folder, but I guess I haven't transferred it yet.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you provide me the address, I can go ahead and see if I can find it like this.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and just in case we get disconnected, let me have a callback number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, I think I found you.
[CUSTOMER][POSITIVE] Thank you. All right.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Mm oh yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me try to search again.
[AGENT][NEUTRAL] Yeah, I found one, but it's an old, old an old policy.
[AGENT][NEUTRAL] OK, let me try this one.
[AGENT][NEUTRAL] OK, may I have your date of birth and the email address for verification?
[AGENT][NEUTRAL] Ms. [PII], can you hear me?
[AGENT][NEUTRAL] Ms. [PII], can you hear me? I cannot hear you.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Ms. [PII], can you hear me?
[AGENT][NEUTRAL] I'm not sure if it's in mute or what happened. I cannot hear you, Ms. [PII]. You're still there?
[CUSTOMER][NEUTRAL] Sorry, I, I can't hear you, but I, I'm, I'm not.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I couldn't find it what I was looking for. Did you find me?
[AGENT][NEUTRAL] OK, I did, I did find you. OK, um, let me have, OK, let me have your date of birth and email address for verification.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The the
[AGENT][POSITIVE] Mhm I'm sorry, the email address, I do apologize.
[CUSTOMER][NEUTRAL] I'm sorry. Uh, I suspect.
[AGENT][NEUTRAL] It's gonna be the email.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I suspect that one is [PII].
[AGENT][NEUTRAL] Um, we have an [PII]&T.net.
[CUSTOMER][NEUTRAL] Alright, it's [PII]ret.Johnson@att.net.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, thank you. OK, I did find your policy, so here it is and let me go ahead and check and see um.
[AGENT][NEUTRAL] Why it's not let you go in. OK, so when you send the reset password, it's gonna go to that AT&T email. Have you tried to check on that one and see if you received it there?
[CUSTOMER][NEUTRAL] Um, I didn't think I, you know, but I'll check now because I, I thought I'll send it to the number, but.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, come on.
[CUSTOMER][NEUTRAL] I don't see it in the email.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] I think I was just getting ready to send it to the email. I sent it to my.
[CUSTOMER][NEUTRAL] A phone number that didn't come in. So uh let me get.
[AGENT][NEUTRAL] OK. And the phone number is the same one you provided to me?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] 958956. 0, OK, this is a different number. 88 we have 8856, so that's probably why it's incorrect.
[AGENT][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Goodness.
[AGENT][NEGATIVE] Yeah, let me fix that.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] 132.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] Yes, I just noticed the last four digits were wrong, so that's why I'm not getting it.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm. Yeah, let me fix that. Mhm.
[CUSTOMER][NEUTRAL] All right, and.
[CUSTOMER][NEUTRAL] And I'm, I'll send it to the email, see if it comes through.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 895
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I went ahead and updated that phone, OK?
[CUSTOMER][NEUTRAL] OK, uh, alright, let's see, I got it through the email code, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, so let's see the code is no.
[CUSTOMER][NEUTRAL] OK, come on, let me get back to the place.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Alright, so what did it take me ask for code, so I want to deal with this here.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I got the code, but let's see, for some reason it didn't take me back to that same page so.
[CUSTOMER][POSITIVE] Have no trouble getting to it so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So letting you put the password or not yet?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, no, I, I've had to.
[AGENT][NEUTRAL] Send it again.
[CUSTOMER][NEUTRAL] Oh, let's see, I got.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] If I get back to the right place now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so, alright, so.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, I'm ready to reset a new one, so thank you.
[AGENT][POSITIVE] OK. You're welcome. Is there anything else I'm gonna help you with today? Any other questions or concerns?
[CUSTOMER][NEUTRAL] I don't think so.
[AGENT][POSITIVE] OK. All right. Well, thank you for calling APL. You have a good day and if you have any other troubles, just feel free to call us back, OK?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day. Bye-bye, Ms. Johnson.
[CUSTOMER][NEUTRAL] Uh-huh, bye.
[CUSTOMER][NEUTRAL] Mm