AccountId: 011433970860
ContactId: 5140a116-ac96-484f-94ad-2b549eb35979
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 352510 ms
Total Talk Time (AGENT): 160193 ms
Total Talk Time (CUSTOMER): 186660 ms
Interruptions: 7
Overall Sentiment: AGENT=0.5, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/5140a116-ac96-484f-94ad-2b549eb35979_20241230T16:34_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. It's [PII] in the care team. Hi.
[AGENT][NEUTRAL] Hi, [PII]. What's going on?
[CUSTOMER][POSITIVE] I have a heck of a nice guy, [PII] on the line.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it sounds like he's got a heck of a cold, so.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] He is locked out of his OSC portal. Can you assist him?
[AGENT][POSITIVE] Yeah, send them my way.
[CUSTOMER][POSITIVE] All right. Thank you, [PII]. Have a great day. Happy New [PII].
[AGENT][POSITIVE] Happy new year.
[CUSTOMER][POSITIVE] Thank you. Let me just get him on the line.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK [PII] got [PII] on the line for you. She's gonna take care of you. Hope you get you feeling better.
[CUSTOMER][POSITIVE] Thank you. Thank you, bye bye.
[AGENT][NEUTRAL] Hey, [PII], I hear you're locked out.
[CUSTOMER][POSITIVE] Hey [PII], hope you had a good Christmas.
[AGENT][NEUTRAL] I did. I got to see my girls. They came home for a week.
[CUSTOMER][POSITIVE] Uh, that was good. Yeah, we had our three boys and, and, uh, down and they're and they're visiting their middle our middle kid up in [PII] and they're coming back down again so we had 11 people at the house and the next dog, so I'm so glad to be at work.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Oh.
[CUSTOMER][MIXED] And then I caught a little and then I, oh my God, [PII], you have no idea how I busted my butt to get this house looking, you know, the way it should, but we had a great time. Yeah, I spent 3 days getting the pool ready. But anyway, uh, happy new [PII]. But yeah, I locked myself out. I built myself a supercomputer during the holidays too, and I have to reinstall everything, but [PII], I locked myself out of that one.
[AGENT][NEUTRAL] Oh, I know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's see, is it capital J?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I, I guess I'm going by memory. It's with regards to group number um let me just get the group number's never easy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's with regard to 24519.
[AGENT][NEUTRAL] OK, that's gonna help me.
[AGENT][NEUTRAL] 245.
[CUSTOMER][NEUTRAL] I didn't know it was case sensitive. Maybe that's why.
[AGENT][NEUTRAL] Uh, it's a camera.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] That shows still the [PII], it's still shows active. I don't think, let me see if I.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, I have [PII] and then I have [PII].
[AGENT][NEUTRAL] Oh, OK, let's see which one.
[CUSTOMER][NEUTRAL] I thought I had one that this was for [PII] that was [PII] altogether, but I could be wrong. I'm there's only so much I'm in remember.
[AGENT][NEUTRAL] Yeah, this one's [PII] altogether and it's still active and it doesn't show that it's suspended or you're locked out. Um but
[CUSTOMER][NEUTRAL] Well, every time I hit reset password, it's, you know, it hasn't sent over an email to me to reset the password, and basically, [PII], there's only two passwords. OK, let's do that. I mean there's only 2 passwords.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] I can reset it for you right now.
[AGENT][NEUTRAL] What do you want it to be?
[CUSTOMER][NEUTRAL] Uh, just do, uh, [PII], so [PII]
[AGENT][NEUTRAL] [PII] H and you needed like a symbol, like a
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh, exclamation.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 1567.
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah, my dad is the joke is my dad's a waiting.
[AGENT][NEUTRAL] You said capital J, is that?
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] What was the 1234567?
[CUSTOMER][NEUTRAL] H like in Henry.
[AGENT][NEUTRAL] Uh H exclamation.
[CUSTOMER][NEUTRAL] Yeah, my dad can never pronounce 8. He always used to pronounce it H for some, he's not from this country.
[AGENT][NEUTRAL] Where was he from?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Just north of [PII]
[CUSTOMER][NEUTRAL] Which you know you're probably the same age as I you know my dad used to tell nobody knows about Polish jokes anymore. That's something else that's gone by the way, the dodo bird.
[AGENT][NEUTRAL] That's true. My, um,
[CUSTOMER][NEUTRAL] Yeah, my kid's working in [PII], I got to tell you really quick, my kid's working in [PII] with a Polish kid, and I said, yeah, the Polish, uh, forgot the recipe for ice and he didn't get the joke.
[AGENT][NEUTRAL] Ah
[AGENT][NEUTRAL] OK, that's, hold on. Must be I don't know why it's 1234567 H exclamation.
[CUSTOMER][NEUTRAL] Yeah, exclamation. If not, we'll just choose like sunshine or something that you gave me 20 years ago.
[AGENT][NEUTRAL] I'm gonna do it well, it doesn't like that stuff, so I'm gonna do today 2024 exclamation, it's cause it's always today.
[CUSTOMER][NEUTRAL] Go do whatever you want.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEGATIVE] Exclamation reset.
[AGENT][NEUTRAL] It's been reset. So it's all it's [PII] and then [PII].
[CUSTOMER][NEUTRAL] Now [PII] a lower case.
[AGENT][NEUTRAL] Uh, no, it's, let me, um, it's [PII] and then lowercase [PII] all together, then [PII] and then you're [PII] [PII]
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I can, my Lord.
[AGENT][NEUTRAL] And then and then the password is [PII] with [PII] exclamation.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Sure, exclamation. Alright, let me just.
[AGENT][NEUTRAL] And that should allow you to get in.
[CUSTOMER][POSITIVE] All right thanks [PII] you take care.
[AGENT][POSITIVE] You too have a good one today. Mhm bye.
[CUSTOMER][POSITIVE] Happy [PII]. Thanks bye bye bye.