AccountId: 011433970860
ContactId: 2c85981f-b1ae-4906-9aa5-b0b48da7c515
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233520 ms
Total Talk Time (AGENT): 49698 ms
Total Talk Time (CUSTOMER): 77874 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/2c85981f-b1ae-4906-9aa5-b0b48da7c515_20250418T14:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. Um, I was trying to log into my account. Um, I got a text that said my claim is now complete and I can look at it.
[CUSTOMER][NEUTRAL] Um, by clicking that link and I click the link and I guess I don't know my.
[CUSTOMER][NEGATIVE] User name or password because nothing is working.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Yes, let me get it out.
[CUSTOMER][NEUTRAL] 671-905-92400.
[AGENT][NEUTRAL] Um, let's see, it's it's usually 8 digits or less, um.
[AGENT][NEUTRAL] I can look up by your last name or your social.
[CUSTOMER][NEUTRAL] OK, the last name is [PII]
[AGENT][NEUTRAL] And you said your first name was [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] Um, yeah, I was trying to get it on my cell phone, so I'm calling from my work phone, but you can call my cell. It's um [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And I just need to verify a few pieces of information. Let me get this account pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, what is your birth date?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then lastly your email address?
[CUSTOMER][NEUTRAL] Um, it, I think it's my work one in [PII].
[AGENT][POSITIVE] OK, yes, that's right.
[AGENT][NEUTRAL] OK, we're wanting to figure out what your username is and then you should be able to reset your password. So let me pull that up.
[AGENT][NEGATIVE] Sorry, my system's running just a bit slow.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK, looks like I've got your username as [PII]. It's all lowercase.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and then just do forgot password?
[AGENT][NEUTRAL] Yes, yeah, unfortunately I can't see your password, so.
[CUSTOMER][NEUTRAL] OK, let me try that.
[CUSTOMER][NEUTRAL] OK, now it looks like it's working. I was just not putting in the right user name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, um, I appreciate your help.
[AGENT][NEUTRAL] OK, anything else I can help with today?
[CUSTOMER][POSITIVE] No, that's all thank you very much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye.