AccountId: 011433970860
ContactId: 2c642a1f-4eae-4362-b25d-871636e7ead4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 361059 ms
Total Talk Time (AGENT): 127395 ms
Total Talk Time (CUSTOMER): 129555 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/2c642a1f-4eae-4362-b25d-871636e7ead4_20250321T18:50_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] No, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. I'm trying to reset my password, but it's not letting me.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEGATIVE] It says it's not like giving me the option.
[AGENT][POSITIVE] Yes, I can assist you with that. Um, let me have um your name and a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected, Mr. [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] I have no idea.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Hold on, hold on.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Maybe it's in here.
[CUSTOMER][NEUTRAL] Uh, I usually,
[CUSTOMER][NEUTRAL] APL.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] It usually automatically puts it in for me.
[AGENT][NEUTRAL] Mm, oh, OK.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] I have policy number.
[CUSTOMER][NEUTRAL] How about um group number?
[AGENT][POSITIVE] I mean if that's all you got, yeah, I can use that.
[CUSTOMER][NEUTRAL] Is that
[CUSTOMER][NEUTRAL] 17252
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have your date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] Um, date of birth is [PII].
[AGENT][NEUTRAL] I think.
[CUSTOMER][NEUTRAL] And my address, you said?
[AGENT][NEUTRAL] Yeah, the mailing address and email address.
[CUSTOMER][NEUTRAL] Mailing address is [PII].
[CUSTOMER][NEUTRAL] And the email is [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] OK, and you're using uh the user name uh [PII]?
[CUSTOMER][NEUTRAL] Oh, is that what the username is? Maybe that's why.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, that's that's the username it's lower case, it's all lower case.
[CUSTOMER][NEUTRAL] Maybe that's why I couldn't change my password.
[AGENT][NEUTRAL] It's OK. Yeah.
[CUSTOMER][NEUTRAL] [PII] Like I said, it's usually prefilled.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh, here we go.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, I'm in now. I have a question, um.
[CUSTOMER][NEUTRAL] Do you guys usually send out checks or you do do direct deposit?
[AGENT][NEUTRAL] Um, we do the, we do do direct deposit, um, if you send in the direct deposit form and we set it up through the system, so yeah, that is an option, um, if you go.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm sorry, go ahead.
[CUSTOMER][NEGATIVE] And then I can't email it.
[AGENT][NEUTRAL] Um, you can do it electronically. You can do it in our website once you go in, there is a link that you can go in and put the direct deposit information.
[CUSTOMER][NEUTRAL] I have to send it in, I.
[CUSTOMER][POSITIVE] Oh there is. OK, I'm getting in there now because the bills I'm submitting are already paid.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so I don't want it to go to the provider.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So you guys would just do direct deposit.
[AGENT][NEUTRAL] Yeah, if, uh if you can get it set up, um, we can go ahead and do direct deposit um I can check and see if it's set up already. Let me see.
[AGENT][NEUTRAL] Oh, you are set up for direct deposit it looks like, uh, let me see.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Because last time,
[CUSTOMER][NEUTRAL] Last time I got a check.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, back in [PII], that's the last one I see here. It looks like it was direct deposited to your account, Ms. [PII]. Um, and the direct deposit, yeah, uh-huh. Yeah. And the direct deposit is going to an account ending on [PII].
[CUSTOMER][NEUTRAL] Oh, was it?
[CUSTOMER][NEUTRAL] Yeah, that's it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, I'm good. I got in. Thank you very much.
[AGENT][NEUTRAL] OK. You're welcome. Is there anything else I may help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's it. Thank you very much.
[AGENT][POSITIVE] Yes. You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.