AccountId: 011433970860
ContactId: 41216571-db82-4430-9b73-35cee203fd00
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344880 ms
Total Talk Time (AGENT): 70885 ms
Total Talk Time (CUSTOMER): 105103 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/41216571-db82-4430-9b73-35cee203fd00_20250528T17:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], I need to have my account unlocked. I, of course, with everything, you have to change passwords and you forget passwords and and lock myself out.
[AGENT][NEUTRAL] OK, um, and what is your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII]. My callback number is [PII].
[AGENT][NEUTRAL] What's your policy number?
[CUSTOMER][NEUTRAL] Um, I'm actually actually an employer, so I'm trying to.
[AGENT][NEUTRAL] Oh, I'm sorry, what's your group number?
[CUSTOMER][NEUTRAL] It's not personal, that's OK.
[CUSTOMER][NEUTRAL] Um, hmm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I had it on the invoice.
[CUSTOMER][NEUTRAL] Let me hard I that would be easier. You have the username if that helps.
[AGENT][NEUTRAL] Um, I don't think I can look it up by username.
[AGENT][POSITIVE] Oh, yes I can.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] What's your username?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, one more time. I have uh [PII], and what was the rest?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then [PII].
[AGENT][NEUTRAL] Let me check. OK, and can you verify your um address, the address and phone number that we have on file for the group?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] Yeah, the phone number should be mine.
[AGENT][NEUTRAL] OK, the one that you gave.
[CUSTOMER][NEUTRAL] Um, my, my cell phone is either on there or so that would be the ending in [PII] or [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] It's that one, OK? Give me just a moment and I will get you unlocked.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, uh, did you wanna go ahead and try it? Or do you need a password reset?
[CUSTOMER][NEUTRAL] Um, one second, let me go into my password.
[CUSTOMER][NEUTRAL] Let me think that works.
[CUSTOMER][NEUTRAL] Yeah, if you can send me a password reset, I'm not updated.
[CUSTOMER][NEUTRAL] My password.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Try to make sure I have all of my
[CUSTOMER][NEUTRAL] Login is the same and then one changes and
[AGENT][NEGATIVE] OK, I don't know why it's not letting me reset it.
[AGENT][NEUTRAL] Give me just a moment while I figure out how to get the password reset it's not working on my end, so give me just a moment, OK?
[CUSTOMER][NEUTRAL] That's right since you unlocked it, if I do the forgot reset password, would that work?
[AGENT][NEUTRAL] OK, try, try that if it were if the if the unlock works, see if it worked, and I'll stay on the line with you just in case.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Reset your password. It's supposed to send a verification to my cell phone.
[CUSTOMER][NEUTRAL] I see. Oh, I think I just got that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] 048 just crying.
[CUSTOMER][NEUTRAL] OK, it lets me do it now.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] And that should be all that I need. I appreciate your help.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[AGENT][POSITIVE] Alright, thank you for calling APL and have a great day.
[CUSTOMER][NEUTRAL] No, that should be it.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yeah