AccountId: 011433970860
ContactId: 34caee42-d6b3-44fe-a0a0-81a9bdd2d6b0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 886599 ms
Total Talk Time (AGENT): 216203 ms
Total Talk Time (CUSTOMER): 249137 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/34caee42-d6b3-44fe-a0a0-81a9bdd2d6b0_20250307T15:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] in the care team.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] I've got, hey, I've got Ms. [PII] on the phone. Her um group number is 24977.
[CUSTOMER][NEUTRAL] She has verified her group. Um, her callback number is [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] I did my best to help her with the online service center but she it it keeps telling her.
[CUSTOMER][NEUTRAL] No user name or password, but she signed up. I gave her her username and she tried to reset her password and it's still not letting her in so I looked at my guru card and it said to to transfer to the billing department once we've tried.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, OK. Let's see. Let me pull it up just real quick and.
[CUSTOMER][NEGATIVE] And I hate it when this happens because, you know, you wanna help them so bad, but then it just keeps messing up.
[AGENT][NEUTRAL] And she said she's already set up she's just trying to get in.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, yeah, it says password expired.
[CUSTOMER][NEUTRAL] Yes, and I saw that so she tried to reset.
[AGENT][NEUTRAL] She's got reset it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And I don't know if she's just not it it it wouldn't let her in. She got the confirmation on her phone and everything and it wouldn't let her in.
[AGENT][NEUTRAL] And what happened?
[AGENT][NEUTRAL] OK, alright, just transfer over.
[CUSTOMER][POSITIVE] OK, thank you so much. You have a good weekend if I don't talk to you before then.
[AGENT][POSITIVE] Yes, ma'am. Thank you.
[AGENT][POSITIVE] Yes ma'am, thank you as well.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the billing department. I understand you're having some trouble getting into the OSC.
[CUSTOMER][NEUTRAL] Yes, I am. How are you this morning?
[AGENT][NEUTRAL] I'm well. How about yourself?
[CUSTOMER][POSITIVE] Doing good.
[AGENT][NEUTRAL] So she said that you tried to reset your password because it does say that it's expired so that's what would have to be done and.
[CUSTOMER][NEUTRAL] Yeah, that's what she said, and I, I, I tried to reset it, which I have tried, um, I think I'm working on it says Monday and it's still not going through, but yeah, it says it still says uh invalid password or user user name.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, so when you choose the um reset password it's telling you that?
[CUSTOMER][NEUTRAL] Mhm, I, um, reset the password. I put the password in there and it at the top it says to, uh, successfully, um, submit it, and then when I went out to try to go go into it again, it said invalid user name or password.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Have you checked for an email for that uh.
[AGENT][NEUTRAL] Confirmation?
[CUSTOMER][NEUTRAL] Um, well, I think the last email I got was it was, it was, um, blocked.
[AGENT][NEUTRAL] I believe there's a link.
[CUSTOMER][NEUTRAL] Um, the account was locked. Let's see, let's go to my email.
[CUSTOMER][NEUTRAL] Because I had the number sent to my I guess the security code sent to my my phone.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] So the last email I got from you was the account was locked on Wednesday.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, I can, let's see, I've gotta remember how to do this. I apologize. I'm still learning all this good stuff.
[CUSTOMER][NEUTRAL] That's OK. You're, you're fine, it's OK.
[AGENT][NEUTRAL] Uh, I gotta, I can reset your password temporarily to help get you in and then after 24 hours you can go in and change it if you'd like. Let's see.
[CUSTOMER][NEUTRAL] OK, that'll be fine, yeah, because I need to get in this to pay the, the, the invoice.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, here we go.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Alright, I gotta make sure I've got everything in here let's see.
[AGENT][NEUTRAL] 8 characters, 1 uppercase, 1 lowercase, 1 number, and 1 special character. OK, maybe you're first born as well. Let's see.
[AGENT][NEUTRAL] All right, here we go.
[AGENT][NEUTRAL] OK, so I just set it to uh [PII] [PII] with the [PII] M.
[CUSTOMER][NEUTRAL] OK, Captain [PII]. OK, you said [PII] and that's who purchase the exclamation part. OK, let's get in there.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And go ahead and give that a try and if it doesn't work, we'll have to figure something out, but.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Says submitting.
[CUSTOMER][NEUTRAL] Invalid user name or password.
[AGENT][NEUTRAL] And are you using BOS [PII]?
[CUSTOMER][NEUTRAL] [PII] mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's very strange.
[AGENT][NEUTRAL] Something's gotta be off.
[CUSTOMER][NEUTRAL] Let me, let me go out out completely and go back in again. Let's see.
[AGENT][POSITIVE] OK, that's probably a good idea.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Because it's showing you active now that I've reset that password.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'm showing it so to make sure I key it in correctly, so that's right, uh huh.
[CUSTOMER][NEUTRAL] Invalid user name or password.
[AGENT][NEGATIVE] And all of the bos stick is under is lower case.
[CUSTOMER][NEUTRAL] No, the, the B is, um, capital, but it's been like that. I is that what it is? OK, I'll, I'll change it to lower case. OK, I'll change that to lowercase b.
[AGENT][NEUTRAL] That's what it is, it's a lower case.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And let me put that in there but capital M MO [PII] 225. OK, submit.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] Says the same thing invalid user name or password.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me a second here, let's see.
[AGENT][NEUTRAL] I'm gonna see if I can attempt to do it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] From an outside point of view, let's see.
[CUSTOMER][NEUTRAL] Sure
[AGENT][NEUTRAL] Yeah, it's doing the same for me.
[AGENT][NEUTRAL] That is so crazy.
[AGENT][NEUTRAL] Oh, now it's saying it's locked. Uh, let me look it again.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All those attempts I'm sure.
[AGENT][NEUTRAL] OK. Unlock.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] How does it say locked when I put it in once and then it says invalid the next? That is so crazy.
[AGENT][NEUTRAL] So it recognizes it.
[CUSTOMER][POSITIVE] I'm glad you're still see the same thing I've, I've seen because um I didn't want to think I was like something's wrong here.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] But you you're fine.
[AGENT][NEUTRAL] It's just
[AGENT][NEGATIVE] It recognizes that in order to tell me that it's locked, but it doesn't recognize it to log in.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEGATIVE] Uh, I'm at a loss, uh.
[CUSTOMER][POSITIVE] Take your time. You're fine. I'm almost passing on something else in the office so it's OK.
[AGENT][POSITIVE] Awesome. OK.
[CUSTOMER][POSITIVE] No time lost here so.
[AGENT][NEUTRAL] Alright, let's see if my colleague can help me out while we're on this.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, she's looking into it for me.
[AGENT][NEUTRAL] I wonder if it'll allow me to reset it again.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right, she changed it she changed it she reset it again to uh a different one and it let her log in so let's give that one a try.
[CUSTOMER][NEUTRAL] OK, OK, let's.
[AGENT][NEUTRAL] So it's gonna be [PII] [PII] with an exclamation point and a capital S.
[CUSTOMER][NEUTRAL] [PII] [PII]. OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Oh, I'm in.
[AGENT][NEUTRAL] Yay, OK, so after 24 hours you can change that to whatever you'd like for it to be, um, but that won't let you change it until then.
[CUSTOMER][POSITIVE] OK, yeah, it, it may, it may stay that way because I like that it's easy to remember and it works so.
[AGENT][POSITIVE] Yes, ma'am. I'm so glad. I maybe I put something in wrong when I reset it. I don't know.
[CUSTOMER][NEUTRAL] I'll go ahead and pay this invoice right now while I have it up.
[CUSTOMER][POSITIVE] Thank you so much, OK.
[AGENT][POSITIVE] No problem, [PII]. I hope you have a great week. There's nothing else I can help you with that, not that I was able to help you, but.
[CUSTOMER][NEUTRAL] Yeah yes you were.
[CUSTOMER][POSITIVE] Thanks a lot.
[AGENT][NEUTRAL] Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, that is all I'm paying this right now as we speak.
[AGENT][POSITIVE] All right, love you have a great weekend and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you, you all as well.
[AGENT][POSITIVE] Thanks, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.