AccountId: 011433970860
ContactId: 28e9b5fb-43f8-4c84-8b18-de7d150cb60e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203160 ms
Total Talk Time (AGENT): 87733 ms
Total Talk Time (CUSTOMER): 61703 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/28e9b5fb-43f8-4c84-8b18-de7d150cb60e_20250514T12:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes ma'am, I'm trying to get logged into my account and um it's saying that my password is not.
[CUSTOMER][NEUTRAL] Right, is there a way that I could reset it or?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so on the website there should be at the bottom of the log in is there do you see a link there to reset password?
[CUSTOMER][NEUTRAL] Well, and when I did that it said hold on let me try it again.
[CUSTOMER][NEUTRAL] It when I did for got.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It says that there doesn't appear to be any reset options set up on your account.
[AGENT][NEUTRAL] OK, it must be all right, let's take a look. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um, I don't think I do have my policy number. No, ma'am, I don't.
[AGENT][NEUTRAL] OK, I can look you up by name or social, whichever you would prefer.
[CUSTOMER][NEUTRAL] OK, um, let me do my social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Alright, thank you so much. Give me just a moment here and let me do a search with this.
[AGENT][NEUTRAL] And then if I could just get your first and last name?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] All right, and then if I could verify please your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, perfect. I believe I located you. And then lastly, I just need to verify your physical address, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright thank you so much so let me see what the user name was and just make sure we're using the right one here.
[CUSTOMER][NEUTRAL] I may have been putting I think it was it was defaulting on my computer so I just selected that one.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So it looks like it's [PII].
[CUSTOMER][NEGATIVE] OK, I might have been putting the wrong thing.
[AGENT][NEUTRAL] And it's all lower case, so if you wanna try and type that in, that should send you a reset. It looks like.
[AGENT][NEUTRAL] The email is maybe a work one. It's at Willis Memorial Hospital.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Right, yes, ma'am.
[AGENT][NEUTRAL] OK, so yeah, it's gonna go there but if you wanna try that with the user name I can give that to you again if you need me to.
[CUSTOMER][NEUTRAL] Let me try that.
[CUSTOMER][NEUTRAL] OK, now it's letting me. I'm sorry.
[AGENT][NEGATIVE] Oh, no, don't be sorry.
[CUSTOMER][NEUTRAL] I was putting the wrong thing because it was defaulting, so I thought that's what it was. All right.
[AGENT][POSITIVE] Yeah, no problem.
[CUSTOMER][POSITIVE] Well, thank you.
[AGENT][POSITIVE] You're welcome. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.