AccountId: 011433970860
ContactId: 4df26f76-32ca-4972-ad47-672a285be3f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187759 ms
Total Talk Time (AGENT): 67857 ms
Total Talk Time (CUSTOMER): 60997 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/4df26f76-32ca-4972-ad47-672a285be3f4_20250113T19:42_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yes I was trying to log in online and I don't remember making a user account but it says already have one and I don't know what the username or password would be.
[AGENT][POSITIVE] OK, I can assist you with that information. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh yes, it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Miss. And may I have the policy number?
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I, I don't know that, I don't know that I have it, to be honest.
[AGENT][NEUTRAL] Oh, OK. Let me do a name search. One moment.
[AGENT][NEUTRAL] And you said the first name is [PII]?
[CUSTOMER][NEUTRAL] Yes, I mean, is it the same as my Blue Cross Blue Shield number or?
[AGENT][NEUTRAL] No, it's different.
[CUSTOMER][NEUTRAL] That's what I thought, yeah, I don't know that I've ever had a policy number that I knew of.
[AGENT][NEUTRAL] OK, what is uh the mailing address on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I found you. And I need to verify your date of birth and email address on file.
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII] or [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We have the first one.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, let me pull your online information. OK, one moment.
[AGENT][NEUTRAL] OK, right, so it looks like your username is your first name, I mean your last name, I do apologize. [PII]
[AGENT][NEUTRAL] That's in lowercase.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] That's what I thought it was, but then I tried it and it didn't work, so [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, [PII] And did you try to click on forgot password?
[CUSTOMER][NEUTRAL] Uh-huh, let me try again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Oh, now it says it's working.
[CUSTOMER][NEUTRAL] OK, I can reset it.
[AGENT][NEUTRAL] OK, is there anything else I may help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, not at the moment.
[AGENT][POSITIVE] OK. Well, thank you for calling ATL. Have a good afternoon, Ms. [PII].
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] Alright you too thank you.
[AGENT][NEUTRAL] OK