AccountId: 011433970860
ContactId: 3364778b-b466-4904-b09f-b5a524f4ba05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 853599 ms
Total Talk Time (AGENT): 224671 ms
Total Talk Time (CUSTOMER): 448981 ms
Interruptions: 5
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/3364778b-b466-4904-b09f-b5a524f4ba05_20250213T22:30_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes. Uh, I called earlier and what I've done, which I've already got my uh claims filed, but, um, I was trying to reset my password because the lady helped me do a password, and when I go in to reset it, it won't let me reset it.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, um, can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] And I just
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] And the uh telephone number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And she gave me a
[CUSTOMER][NEUTRAL] Yes, ma'am. And she gave me a, the lady gave me a temporary number which is in there, but she told me I need to go in and probably put my own in. But if I can, I guess I'll just have to use what she gave me and.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK,
[CUSTOMER][NEGATIVE] And we had trouble trying to change it earlier.
[CUSTOMER][NEUTRAL] You could send me to somebody that.
[AGENT][NEUTRAL] OK, Ms. [PII].
[AGENT][NEUTRAL] Right. OK, so Ms. [PII], I'll be able to help you with the online service center. Can you please give me your policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, my policy number? Oh, OK, the policy number is 9.
[CUSTOMER][NEUTRAL] A like in apple 0084917
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, let me look that up.
[CUSTOMER][NEUTRAL] And I've had this for forever.
[AGENT][NEUTRAL] Yes, ma'am. I could tell by the number you've had it. Yes, I could tell by the policy number you've had it for a minute.
[CUSTOMER][NEUTRAL] Since '99, I think.
[CUSTOMER][NEUTRAL] And then I have a reference number too if that helps. I didn't know that would help.
[AGENT][NEUTRAL] I've got your policy pulled up, Miss [PII], I mean, sorry, Miss, uh, [PII]. And what is your, your, your date of birth, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] It's the [PII]. I just never mind.
[CUSTOMER][NEUTRAL] [PII]. Too many nines in there.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and what is your address?
[AGENT][NEUTRAL] And your phone number?
[CUSTOMER][NEUTRAL] It's that
[CUSTOMER][NEUTRAL] [PII], and you need my phone number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I guess you don't want my email next?
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] Yes, ma'am. You know the routine, don't you?
[CUSTOMER][NEUTRAL] Yes, ma'am, cause I just did it a while ago. It's [PII], which is lowercase.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you, Ms. [PII]. I appreciate you verifying your policy for me.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Well, you're very welcome.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so I'm gonna go into the online service center with you and see what it's doing.
[CUSTOMER][NEUTRAL] OK. Yeah, I need someone to, cause it's just, I can show you what I, cause what I was gonna do since she gave me the password, I just hit uh reset password because before what it was, my password had expired.
[CUSTOMER][POSITIVE] And so we went in and tried to change that and me and my husband both tried it, and we did everything we thought was doing it right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it still wouldn't let us. If there's an error.
[AGENT][NEUTRAL] OK. Um, let's see, I had to add.
[CUSTOMER][NEUTRAL] So if you could walk me through what I need to do.
[AGENT][NEUTRAL] Yes ma'am, try to get out and go back in and use that password that they gave you because when you use that password it should send a message to your phone so that you can reset it.
[CUSTOMER][NEUTRAL] Yeah, a code, which I got, which I got a code and that's what when it was, um, are you gonna watch me do this? Can you watch me do this or not? OK, OK, so I'm gonna sign in.
[AGENT][NEUTRAL] I, I can't see you, I can't see you doing it.
[AGENT][NEUTRAL] OK. Did you get all the way out?
[CUSTOMER][NEUTRAL] And it brings me up.
[CUSTOMER][NEUTRAL] I got all the way out and then I signed it back in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I'm hitting, hitting submit.
[CUSTOMER][NEUTRAL] Which I
[CUSTOMER][NEGATIVE] And it gets me back, it gets me in there now because of this, but what I wanna do, I guess I need to log out because that's not what I need to do.
[AGENT][NEUTRAL] Right, you need to log out.
[CUSTOMER][NEUTRAL] So what I need to do is I
[CUSTOMER][NEUTRAL] Well, I'm logged out and then it says forget or reset password. So I'm gonna hit that, right?
[AGENT][NEUTRAL] Yes, you're gonna reset your password.
[CUSTOMER][NEUTRAL] I want to reset my, OK, now I've got that up there and it says reset your password and it says enter your username which is already up there, and then I hit next.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then it says, reset your password, choose the delivery method for your verification code.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm gonna hit down here.
[CUSTOMER][NEUTRAL] I'm highlighting my mobile.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And then I'm hitting send.
[CUSTOMER][NEUTRAL] OK. Now then,
[CUSTOMER][NEUTRAL] Just a minute. Um,
[CUSTOMER][NEUTRAL] I'm on my phone talking to you, so I need to get to where I can.
[CUSTOMER][NEUTRAL] Get to my text message.
[AGENT][NEUTRAL] Yes ma'am, go ahead.
[CUSTOMER][NEUTRAL] OK. All right, now then I've got my code here.
[CUSTOMER][NEUTRAL] And I'm going up where it says verify code and I'm clicking there and then I'm going over to where these numbers are at.
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] 22.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] OK. Now, I've got the numbers in [PII], and now I'm gonna hit submit.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And also underneath that it says,
[CUSTOMER][NEUTRAL] Alternate password reset method which I don't know what that means but I've never hit that. OK, now I'm gonna hit submit, which I'm doing.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Now it's got my, please create a new password. It's got my
[CUSTOMER][NEUTRAL] Username and then I'm hitting right down here which says new password and it says to have.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Like 1 lowercase character, 1 number, 8 character minimum.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And one uppercase. OK. So I would start it out if I'm gonna use that character, start out with a capital, put that in.
[CUSTOMER][NEUTRAL] And it has to be at least 8 characters, right?
[AGENT][NEUTRAL] Yes, it has to be at least 8 and you have to use the number and uh um.
[AGENT][NEUTRAL] The character, yes, and the symbol.
[CUSTOMER][NEUTRAL] And assemble.
[CUSTOMER][NEUTRAL] OK. Now, I'm gonna do that.
[CUSTOMER][NEUTRAL] It says, well, it says one lower case and course upper case and one number and then there's one symbol. OK, now I'm gonna do that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I wish I could see what I'm typing in when I'm typing in, but it won't let you see that.
[CUSTOMER][NEUTRAL] What you're tapping in, so.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] We just to do it my.
[CUSTOMER][NEUTRAL] OK, so I'm gonna do this.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] OK, now then I've got to confirm it.
[CUSTOMER][NEUTRAL] OK, now I've got it confirmed and his password must, must differ from the last 6 passwords, which is definitely different, and then it says to submit.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it says down here one symbol, which I did it up there but it's uh.
[CUSTOMER][NEUTRAL] Still got the dot there. So do I need to put something.
[CUSTOMER][NEUTRAL] See, all the others have got the dog.
[AGENT][NEUTRAL] Yeah, if it's that
[CUSTOMER][NEUTRAL] And I've already got got a sembled up there already.
[AGENT][NEUTRAL] If it's
[AGENT][NEUTRAL] If it's asking you to put a symbol, put something like an exclamation or the at sign or the hashtag or the dollar sign.
[CUSTOMER][NEUTRAL] OK, well I'll put a hashtag up there.
[CUSTOMER][NEUTRAL] But it's still showing me I need one symbol, so should I use one of the symbols that's on here?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You can do that, yes, because it'll it'll definitely make it different than your last 6 passwords.
[CUSTOMER][NEUTRAL] Well, do you want me to just take
[CUSTOMER][NEUTRAL] I could add another one if I wanted to cause not.
[AGENT][NEUTRAL] Yes, because it's just a minimum of.
[CUSTOMER][NEUTRAL] Like I've already got one on there, but I could do one of these others. OK, I'll put two symbols. OK, let me try that and see if it happens, see what happens. I'll go up to the first one first.
[AGENT][POSITIVE] Yes you can.
[CUSTOMER][NEUTRAL] OK, now then I'll go back down to connection and do that.
[CUSTOMER][POSITIVE] OK, I'll bet that's what I've been that right there. I, I, I bet this will work now.
[AGENT][POSITIVE] Yay, good deal.
[CUSTOMER][NEUTRAL] Well, I hadn't tried it. I hadn't tried it yet.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I don't know what I don't know what to put in there.
[AGENT][POSITIVE] Yes ma'am, and make sure you write it down so you don't forget it.
[CUSTOMER][NEUTRAL] OK, now then I'm
[CUSTOMER][NEUTRAL] Oh, I, I did, I did.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's a me, OK, but it's in password.
[CUSTOMER][NEUTRAL] There was an error with your input. It did the first one, so I might, might, might have got the uh last one in wrong, you think maybe?
[AGENT][NEUTRAL] Could be, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so I'll redo the.
[CUSTOMER][NEUTRAL] Password on the second one since I know what I'm doing maybe I know what I'm doing.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And see the thing is is that's the one thing that we can't go in and do.
[CUSTOMER][NEUTRAL] I just put in the same passwords I had at the top and then see what happens.
[AGENT][POSITIVE] For me it's easier to copy and paste it in there so I know it's correct.
[CUSTOMER][NEUTRAL] OK, now let's see I'm gonna submit again.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, so it may.
[CUSTOMER][NEUTRAL] It says there was an error with your input.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It may be that we've tried so many times to reset the password that we might have to wait overnight for it to reset and try again tomorrow.
[CUSTOMER][NEUTRAL] Do you think that might have been it?
[AGENT][NEUTRAL] Yes ma'am, because you um there's only so many chances you get before it's a security feature before it locks so that somebody's not trying to get into your profile.
[CUSTOMER][NEUTRAL] OK, so what I can do.
[CUSTOMER][NEUTRAL] I um
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Almost said that I can still sign in but I, I probably still got the same new the same old password I had.
[AGENT][NEUTRAL] Right, the one that they gave you it would be, let's see if you can get in that way.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, I can still get in that way. OK, so what I need to do is just tomorrow maybe do that.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Just pick me out of word and make sure it's all right and then do them both the same way and if it don't work then give y'all a call back.
[AGENT][POSITIVE] OK, that sounds perfect.
[CUSTOMER][MIXED] All right. Well, I appreciate it, but we have done it quite a few times. My husband did it and I did it, and it still wouldn't do it. But I just noticed this time when we're doing it, that there was still that black dot, everything else had gone right and there was still a black dot there. So I apparently have to use one of those things going along with what I put in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, ma'am. That sounds right. Sounds like you've got it. OK.
[CUSTOMER][NEUTRAL] So, all right, all right, baby. Well, I would.
[CUSTOMER][MIXED] And I appreciate it. At least I got the claims in. That's the main thing, and I can't get in. But the lady that she gave me the password, so she said it'd be best me change it, but I don't think anybody's gonna try to get it, but I still need to change my own.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Just for safety.
[AGENT][NEUTRAL] Right, I understand that you're trying to do that and then when like when they do those new passwords.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEGATIVE] I think it's computer generated and they don't ever reuse them again and once you do it, we can't see it again either.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, all right, baby, and if I have to, I'll just cook.
[CUSTOMER][NEGATIVE] I'll just have to keep this one because it'll eventually wear out cause I only use it once a year and by the year's time is usually the, the passwords have expired.
[AGENT][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Well, all right. Well, you have a blessed and wonderful weekend.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, you too, Ms. [PII].
[CUSTOMER][POSITIVE] And thank you for your time and your patience.
[AGENT][POSITIVE] You're very welcome, Ms. [PII], and you have a happy uh [PII] tomorrow too. Thanks.
[CUSTOMER][POSITIVE] You do. It's a sweetheart day, isn't it? All right. Well, you have a blessed one, baby. Bye-bye.
[AGENT][POSITIVE] Thank you. Yes, it is.
[AGENT][POSITIVE] Thank you, Ms. [PII]. Thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.