AccountId: 011433970860
ContactId: 30404fdc-7de3-4297-9122-0e8c0d75290b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329450 ms
Total Talk Time (AGENT): 91046 ms
Total Talk Time (CUSTOMER): 89155 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/30404fdc-7de3-4297-9122-0e8c0d75290b_20250317T15:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII]. Uh my date of birth is [PII].
[CUSTOMER][NEGATIVE] And my account, uh, you know, it's locked right now because I forgot my.
[CUSTOMER][NEUTRAL] I forgot my password.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can help you with the online service center. Can you please give me your.
[AGENT][NEUTRAL] Policy number
[CUSTOMER][NEUTRAL] Policy number is 025485554.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] 254-855-54. Is that correct?
[AGENT][NEUTRAL] Uh, I've got
[CUSTOMER][NEUTRAL] 025485, yeah, 28554.
[AGENT][NEUTRAL] She pulled up.
[AGENT][NEUTRAL] Yes, ma'am. And then, um, can you please verify your date of birth for Ms. [PII]?
[CUSTOMER][NEUTRAL] That if I what?
[AGENT][NEUTRAL] Your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] what is your address phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and I also need your email address.
[AGENT][NEUTRAL] And your
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you ma'am I appreciate you verifying that information for.
[AGENT][NEUTRAL] Go in the online service center and see what's going on to help.
[CUSTOMER][NEUTRAL] Well, I locked my, uh, the, um, I forgot the full, uh, the password and then I get locked, that's all.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, it's gonna be just a second while I research real quick.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] I'm really excited to hear.
[CUSTOMER][NEUTRAL] I uh.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] OK, I'm gonna try to get you unlocked here. It's gonna be just a moment while I do that, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] Yeah that's what.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've got you unlocked. So now what you're going to need to do is you're gonna need to go back in and you're gonna have to change your password.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So you're gonna have to click on to change path.
[CUSTOMER][NEUTRAL] Uh, sorry, say it again. Yes.
[AGENT][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] OK, so what should I do? I'm, I'm going to the
[CUSTOMER][NEUTRAL] Wait a minute, just a minute.
[CUSTOMER][NEUTRAL] So I need to go to the forgot password or is a password that's what you're saying?
[AGENT][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I have them.
[AGENT][NEUTRAL] You'll have to go in there and.
[AGENT][NEUTRAL] And then have them send you it'll send an you so that you can um update your password.
[CUSTOMER][POSITIVE] OK. All right then. Thank you.
[AGENT][POSITIVE] OK you're so welcome miss is there anything else I can do to help you?
[CUSTOMER][POSITIVE] Oh, that's it. Thank you.
[AGENT][POSITIVE] You're welcome you have a good day and thanks for calling bye bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] OK bye.