AccountId: 011433970860
ContactId: 278fa4fb-fece-4251-9f31-316cd6e0af7e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300100 ms
Total Talk Time (AGENT): 95846 ms
Total Talk Time (CUSTOMER): 139900 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/278fa4fb-fece-4251-9f31-316cd6e0af7e_20250328T15:15_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so my name is [PII]. Um, I recently, um, enrolled in, uh, American Public Life. I'm trying to go to the online service center to either register or log in. It tells me that I already have an account, but when I try to click forgot password, I get a message that says there doesn't appear to be any reset options set up on your account, so I'm not sure what to do. Can you help me?
[AGENT][POSITIVE] Sure, yes, I can assist you, Ms. [PII]. May I have a callback number just in case we get disconnected? You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yes, yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And do you have the policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm trying to see if it's on this letter. No, would it be on my, would it be on my cards that I received?
[AGENT][NEUTRAL] It should, yeah, in the bottom probably where it says inpatient, outpatient start.
[CUSTOMER][NEUTRAL] OK, OK, could you hold on just a minute please? I'm sorry.
[AGENT][POSITIVE] Sure, yes, no problem. Go ahead.
[CUSTOMER][NEUTRAL] Um, OK. So, let's see, um,
[CUSTOMER][NEUTRAL] OK, the number number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. Uh,
[CUSTOMER][NEUTRAL] Medical coverage number.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Vision coverage. OK, just a minute.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No no
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You know, I see medical ID number.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Policy certification number, but I don't see a member number.
[AGENT][NEUTRAL] Mhm, that's it.
[AGENT][NEUTRAL] The policy certification is gonna be the number.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Oh yes, OK, that is um.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 961-35
[AGENT][NEUTRAL] OK, thank you. Alright, and for security, may I have your date of birth, mailing address, and email address?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, my date of birth is [PII].
[AGENT][POSITIVE] Perfect
[CUSTOMER][NEUTRAL] My address is.
[CUSTOMER][NEUTRAL] Sorry, my address is [PII].
[AGENT][NEUTRAL] OK, perfect. And the email address on file?
[CUSTOMER][NEUTRAL] Uh, my first name [PII]. Last name [PII].
[AGENT][POSITIVE] Oh we have. Thank you. All right, let me see what's going on.
[CUSTOMER][POSITIVE] Yeah, you're welcome.
[AGENT][NEGATIVE] And you said that when you click on forgot password um it tells you that you don't have a uh a way of.
[AGENT][NEUTRAL] Putting in the new password.
[CUSTOMER][NEGATIVE] Yeah it says um the message actually says there doesn't appear to be any reset options set up on your account.
[AGENT][NEUTRAL] Mm, OK, what username are you using?
[CUSTOMER][NEUTRAL] Well, I, I forgot that too. I didn't even realize I had an account set up.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Oh, OK. Well, I can, I can give you your username and probably that, that will help, OK? So I can give you your username and then you can click for that password and that should um take you um send you an email, OK? So the username that I have here is um [PII] Everything is in lower case.
[CUSTOMER][NEUTRAL] I just I wasn't aware.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Everything's in lowercase. OK. Could you hold on while I try that, please? OK, thank you.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, yes, go ahead, yes. Mhm.
[CUSTOMER][POSITIVE] Oh, that was it. OK, now I have an options to um reset it. Thank you so much for your help. That was easy.
[AGENT][POSITIVE] You're welcome. No problem. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Um, no thanks, everything else is fine.
[AGENT][NEUTRAL] OK. And do you want me to wait until you reset it to make sure you can get in, or you think you got it from here?
[CUSTOMER][POSITIVE] Oh yes, I think I've got it from here thank you.
[AGENT][POSITIVE] OK. All right. Well, thank you for calling APL. Have a good day, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] You're welcome. Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm. Bye-bye.
[AGENT][NEUTRAL] No.