AccountId: 011433970860
ContactId: 2c4670a6-d5f5-4787-991a-14f073471a15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 663710 ms
Total Talk Time (AGENT): 188422 ms
Total Talk Time (CUSTOMER): 155414 ms
Interruptions: 4
Overall Sentiment: AGENT=1.4, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/2c4670a6-d5f5-4787-991a-14f073471a15_20250219T20:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Well, hi, uh, the website is no longer recognizing my username, so I'd like to get that rectified, please.
[AGENT][POSITIVE] All right, I'd be happy to help you with that today. What was your name?
[CUSTOMER][NEUTRAL] Hi, [PII]
[AGENT][NEUTRAL] All right, Mr. [PII]. Do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, let me dig that back out of the.
[CUSTOMER][NEUTRAL] File here
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's uh 0047 I seem to recall.
[CUSTOMER][NEUTRAL] Let me get the rest of it.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Oh hold on, hold on.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Alright, I apologize. Here's the policy number.
[AGENT][POSITIVE] That's all right. Go ahead.
[CUSTOMER][NEUTRAL] 0047 1895
[AGENT][POSITIVE] Alright, and just in case we get disconnected today, Mr. [PII], what's a good phone number I can call you back at?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Let's try a different number than this one just in case uh let's go with uh [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] All right, Mr. [PII], I was able to look at your policy.
[CUSTOMER][NEUTRAL] That.
[AGENT][NEUTRAL] Uh, I just need to verify some information before we can go any further, OK?
[CUSTOMER][NEUTRAL] Mhm, yep.
[AGENT][NEUTRAL] Um, what is Ms. [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Uh, well, that's probably my wife's name, [PII].
[AGENT][NEUTRAL] All right. And your mailing address?
[CUSTOMER][NEUTRAL] It, it was just changed five minutes ago. [PII].
[AGENT][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And the phone number listed on the policy?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, it's probably [PII].
[AGENT][NEUTRAL] Yes sir, that is it. The last thing I need you to verify is your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright perfect thank you so much, Mr. [PII] for verifying all that information for me.
[CUSTOMER][POSITIVE] Alright perfect
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Let me take a look at your online account and see what's going on.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] All right and what is the user name you're trying to use?
[CUSTOMER][NEUTRAL] Alright and.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so I think that's the problem. Um, on our screen, the username is My Policy with [PII]
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's not my that's not my username.
[AGENT][NEUTRAL] Um, let me see if I can reset it.
[AGENT][NEUTRAL] Hold on just a second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, Mr. [PII], let me put you on a brief hold and see if I can get someone to help me with this. Uh, I can reset your password, but I'm not sure on how to reset the username. Um.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You, yeah, all right.
[AGENT][NEUTRAL] Alright, give me just a moment, OK?
[CUSTOMER][POSITIVE] All right, thanks.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] There is no manage users but oh yes it is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You will need to copy the username and then click manage users.
[AGENT][NEUTRAL] I, I clicked on manage.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEGATIVE] Crap.
[AGENT][NEUTRAL] You'll click the search button and it will bring up the insured's information. You will need to copy the username and click on the manage users button. Once you click on the manage users button, you will need to enter the insured user ID in the field.
[AGENT][NEGATIVE] This isn't popping up for me.
[AGENT][NEUTRAL] OK, let's try [PII].
[AGENT][NEUTRAL] Nope.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mr. [PII],
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I do apologize for your wait, thank you so much. I'm going to have to get with IT about changing the user name on this. I have the authority to change the password, but not the user name. um, can I give you a call back?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, that's fine, yeah.
[AGENT][NEUTRAL] OK, and what did you say the username was supposed to be?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and are any of, any of that capitalized?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It is case sensitive, so I just wanted to make sure.
[CUSTOMER][NEUTRAL] Oh sure, sure.
[AGENT][POSITIVE] Alright, Mr. [PII], I'm gonna send in a ticket to get someone to call me back so we can see about getting that fixed for you and I'll give you a call as soon as I have an update, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, well, let's go with that uh callback number [PII].
[AGENT][POSITIVE] Perfect, I've got it right here.
[CUSTOMER][POSITIVE] Alright, good deal.
[AGENT][NEUTRAL] All right, Mr. [PII], was there anything else I could do for you in the meantime?
[CUSTOMER][NEUTRAL] No, no, that's, that's all we need.
[AGENT][POSITIVE] All right perfect well I will talk to you soon thank you so much for choosing APL and I hope you have a wonderful rest of your day OK?
[CUSTOMER][POSITIVE] Alrighty you too thanks. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.