AccountId: 011433970860
ContactId: 45848d78-3b1a-4876-bf46-fe5ff04c61be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265100 ms
Total Talk Time (AGENT): 104264 ms
Total Talk Time (CUSTOMER): 82912 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/45848d78-3b1a-4876-bf46-fe5ff04c61be_20250214T20:05_UTC.wav
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[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I am having trouble logging in. I need to file like an accident claim, um, but, uh, I don't know any login names, password, or anything like that. I've never activate any type of account. I don't really find stuff.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK so you haven't created an account on our system before?
[AGENT][NEUTRAL] Oh you're not sure?
[CUSTOMER][NEGATIVE] I don't believe so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, my husband's trying to help me, um, like you put in my date of birth and my, um,
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Email address I believe he put in but and he said that that he's the one that gave me this number to give you guys a call.
[AGENT][NEUTRAL] OK, OK, so when you put in your information to create an account, it just prompted that you call us?
[CUSTOMER][NEUTRAL] Um, I believe so. I'm gonna I need to get my username and password and stuff.
[AGENT][NEUTRAL] OK, OK, sure, I can check to see if you've ever, uh, created one I can get that for you. um, what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then, uh, really quick, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, thank you. Do you have your policy number?
[CUSTOMER][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] I see one paper here. Let me see.
[AGENT][NEUTRAL] Um, if it's easier I can search, uh, using your social as well if you prefer.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm sorry, those uh first three digits that was [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] 078661962
[AGENT][POSITIVE] Got it, thank you.
[AGENT][NEUTRAL] Alright, I'm just gonna verify some information really quick. Uh, can I get your date of birth please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] Thank you and can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address we've got on file for you. Um, looks like it's [PII].
[CUSTOMER][NEUTRAL] Yeah, it's Mrs. [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Alright, give me just a moment here let me see if we've got a username for you.
[AGENT][NEUTRAL] OK, we do, um, let me know when you're ready, uh, I'll give this username to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] OK, so it's [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the [PII] and the [PII] are [PII].
[AGENT][NEUTRAL] No spaces or anything.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right, [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what about the password stuff though?
[AGENT][NEUTRAL] So I don't have the password that is uh for you only um but with that user name you'll be able to reset it so if you go to forgot password you can click that and then put in this username and it'll allow you to reset that password to whatever you like.
[CUSTOMER][NEUTRAL] OK, so with this we should be able to reset the password.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][NEUTRAL] Of course. Was there anything else I can help you with?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] She said that is the username and then with that you should be able to re.