AccountId: 011433970860
ContactId: 3f58c7c6-c7c7-481a-ac6e-1e33816d9943
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177529 ms
Total Talk Time (AGENT): 71717 ms
Total Talk Time (CUSTOMER): 85941 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/3f58c7c6-c7c7-481a-ac6e-1e33816d9943_20250625T20:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I just talked with someone a few minutes ago getting an account set up, and they gave us a temporary password, and we can't figure out how to change it to something more secure.
[AGENT][NEUTRAL] Do you know who you were talking to?
[AGENT][NEUTRAL] Was it, is it for a broker account or employee?
[CUSTOMER][NEUTRAL] Yes all our account, right.
[AGENT][NEUTRAL] OK, OK. Give me 1 2nd.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] What's the name of the, was it for the agents?
[CUSTOMER][NEUTRAL] I was gonna just
[AGENT][NEUTRAL] Um, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Uh, it's, it's for, it's for an agent. The last name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] My
[CUSTOMER][NEGATIVE] And I, we were gonna leave it, but it's like, you know, that just sounds like a HIPAA violation waiting for a place to happen, not having a very secure password.
[AGENT][NEUTRAL] Yeah, [PII], is that who it is?
[CUSTOMER][NEUTRAL] Right. Mhm.
[AGENT][NEUTRAL] OK, let me pull it up. Give me just a second.
[CUSTOMER][NEUTRAL] Yeah, I'm just trying to figure out how to change it when we've been through everything. We went to every pages like we have no more tricks that we can think of to change the password.
[AGENT][NEUTRAL] Yeah, OK, hold on just a second because I'm not even sure how you do that right now with all this.
[AGENT][NEUTRAL] Different changes, give me just one second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] Uh, I'm [PII]. Uh, he was just here beside me, but he walked away. I'm just try, if you can just tell me how to, how to get in and change the password.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] That's OK, that's OK. I'm just.
[AGENT][NEUTRAL] Yeah, hang on just one second.
[CUSTOMER][NEUTRAL] I mean, I could do forgot password. I'm wondering if that would work.
[AGENT][NEUTRAL] Yeah, that's usually how you do it. Forgot, so it does have the option on there forget, forget, yeah, forgot password.
[CUSTOMER][NEUTRAL] It does have a forgot password, yeah, um.
[AGENT][NEUTRAL] Yeah, that's that's usually how you do it, and then it would go to your, have you guys tried that?
[CUSTOMER][NEUTRAL] No, I haven't tried it. I just thought about it. I've tried it.
[AGENT][NEUTRAL] So were you go, so you, you were given a, so you were given a temporary password and you got in with a temporary password and you're wanting to change it, right?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yeah, it's just a very insecure password. Our passwords are normally.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so if you.
[AGENT][NEUTRAL] Yeah, the only, yeah, so you would do forgot password to update the password.
[CUSTOMER][NEGATIVE] Complicated, so.
[CUSTOMER][NEUTRAL] OK. OK. Let me try that and see if that doesn't work. I know you guys are covered up right now. Uh, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, no, you're fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks so much. I appreciate it. OK, bye-bye.
[AGENT][POSITIVE] Uh, you're most welcome. Have a good day bye bye.
[CUSTOMER][NEUTRAL] OK.