AccountId: 011433970860
ContactId: 5018439f-d22b-466b-a008-ec5202459010
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278980 ms
Total Talk Time (AGENT): 86068 ms
Total Talk Time (CUSTOMER): 142381 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/5018439f-d22b-466b-a008-ec5202459010_20250519T18:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, this is, this is [PII], um, and I'm probably you guys out. It's my 3rd time calling you guys, um.
[CUSTOMER][NEUTRAL] I just tried to set up my uh as a new user at and to you guys on online site at [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I think it accepts my username but for some reason it did not accept my password.
[AGENT][NEUTRAL] OK, and you just set up the profile?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hm. Did you try doing
[CUSTOMER][NEUTRAL] I'm assuming it's something I use the game and I'm like, I just set it up. It was like, yes, it's good. Then I turn it right around and like log in and it's like incorrect, invalid this or that. I'm like, ah, I just set it up.
[AGENT][NEUTRAL] OK, let's take a look. What is your policy number? Do you have that?
[CUSTOMER][NEUTRAL] Uh, yes, hold on one second, just I just do my paper.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, 213-778-8.
[CUSTOMER][NEUTRAL] Pro
[CUSTOMER][NEUTRAL] 45.
[AGENT][NEUTRAL] Alright, let me pull this up here.
[CUSTOMER][NEGATIVE] So this I mistakenly mistyped and didn't know it. I'm like, ah, what is going on?
[AGENT][NEUTRAL] Yeah, let's see here. All right. um, can I verify please your first and last name and date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then lastly, could you please verify the address we should have on file?
[CUSTOMER][NEUTRAL] it
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much. OK, so for the username I have [PII].
[AGENT][NEUTRAL] And then the word [PII] are [PII]. Is that how you were putting it?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] You [PII], I think I was putting the exclamation point on the end. There's no exclamation point on the end.
[AGENT][NEUTRAL] Hm. So the username is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] OK, uh, no exclamation point. I thought he took that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then for my password I had [PII].
[AGENT][NEUTRAL] I can't see the password. Um, I can only see the username.
[CUSTOMER][NEUTRAL] Ah, OK.
[CUSTOMER][NEUTRAL] Let me try. I mean just.
[CUSTOMER][NEUTRAL] I mean you guys like I tried that recently.
[CUSTOMER][NEUTRAL] It automatically populated with the exclamation point, hm.
[CUSTOMER][NEUTRAL] It's been a weird Monday.
[CUSTOMER][NEUTRAL] I just wanna go home and get back in bed, OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] That wasn't it. So see now is the password I mean yeah the password.
[CUSTOMER][NEUTRAL] Uh, I'm in now.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEGATIVE] That's, that's what it was for some reason I thought it took the exclamation point, but it didn't.
[AGENT][POSITIVE] OK. All right. So, yeah, awesome. Did you have anything else you needed help with?
[CUSTOMER][POSITIVE] Uh, hopefully I won't have to call you guys back for the 4th time. I think I'm in here now.
[AGENT][POSITIVE] OK, sounds good. You're very welcome. Have a good day.
[CUSTOMER][POSITIVE] I appreciate all your help.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Uh bye-bye.