AccountId: 011433970860
ContactId: 435b6f1d-ea0d-4670-ada5-266c26b002c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176830 ms
Total Talk Time (AGENT): 56227 ms
Total Talk Time (CUSTOMER): 55746 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/435b6f1d-ea0d-4670-ada5-266c26b002c2_20250506T14:20_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I was trying to get online and uh I seem to have misplaced my user ID and password because I really haven't gone in there much. Uh, is there something you can help me?
[AGENT][POSITIVE] Uh, yes ma'am. I can help you with that. Um, can I get your name please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And do you know your policy number?
[CUSTOMER][NEUTRAL] Yes, the group number is 80087.
[AGENT][NEUTRAL] OK, and are you trying to to get into the groups um service center or the, or your specific one?
[CUSTOMER][NEUTRAL] I did a user name and password so that I can go online and make the payments and so that's what I'm trying to get into.
[AGENT][NEUTRAL] OK, thank you. I understand that. I see.
[AGENT][NEUTRAL] And while I'm pulling up that group, um, can I get a good callback number just in case we're disconnected [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, do you mind verifying the address?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, I'm showing um the contact is [PII]. um, is he there where I can get permission information to you or?
[CUSTOMER][NEUTRAL] I want
[CUSTOMER][POSITIVE] Yes yes ma'am, this is it.
[AGENT][NEUTRAL] OK, um, thank you, [PII], um, it looks like the user name is [PII]
[CUSTOMER][NEUTRAL] I is. OK.
[AGENT][NEUTRAL] And it's all little letters.
[AGENT][NEUTRAL] It is case sensitive so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and so then the password now with that username I can just go in and reset it?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK. Thank you very much.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, that's all. Thank you very much.
[AGENT][POSITIVE] Alright, well thank you for calling ATL and you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Goodbye.