AccountId: 011433970860
ContactId: 5f24fc07-21b1-4c07-b547-692b0ffc1769
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258320 ms
Total Talk Time (AGENT): 131397 ms
Total Talk Time (CUSTOMER): 86904 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/5f24fc07-21b1-4c07-b547-692b0ffc1769_20250324T19:32_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm trying to reset my password, but when I ask it to do that it said there doesn't seem there doesn't appear to be any reset options on your account.
[AGENT][NEUTRAL] OK, I can definitely help you reset your password, but before we proceed, is it possible to get your name and a callback number in the event that we get disconnected please?
[CUSTOMER][NEUTRAL] Sure. My name is [PII].
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that Ms. [PII] and are you trying to log in as an individual or group?
[CUSTOMER][NEUTRAL] Uh, I think an individual.
[AGENT][NEUTRAL] OK. Do you have your policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] I, I do. It is uh 02453170.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for that. And can you also verify a couple of things for me? I need you to verify your date of birth and your mailing address, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And uh mailing address is [PII].
[AGENT][NEUTRAL] And what's the zip on that, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. That is what we have on file. I'm also showing that we have an email account and since you are going through the online service center, can you verify your email too, please?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you and that is what we have on file. Alright, if you'll just bear with me one moment, let me see what's going on with the online service center.
[CUSTOMER][NEUTRAL] OK, I know I was online and I had was looking at some forms and uh I can't get my password to work or get it reset.
[AGENT][NEUTRAL] OK, and what's your username that you are using?
[CUSTOMER][NEUTRAL] Well, I was using my email.
[AGENT][NEUTRAL] OK, it doesn't take email. User names when, um, on our online service center are usually something short and sweet. Now I do have your user name. I can give you your username so you can reset your password.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, is it [PII] [PII]?
[AGENT][NEUTRAL] Yes, ma'am. It's all lower case.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah, OK, now that you say that I'm like, oh yeah, OK, that's probably why it's not working.
[AGENT][POSITIVE] It's OK. Yeah, we have to keep up with so much and I, I thought it was odd ourselves when we first set it up that it wasn't eligible to do emails because that's contrary to what we normally do for everything else. So, um, but yeah, it's just joy hack and then you should be able to put that in and it's gonna send you a code to your email and it's usually really quick and you can just reset your password, but if you think you already know your password, you can try it with the username and it should go.
[CUSTOMER][NEUTRAL] OK, let's see here.
[CUSTOMER][NEUTRAL] Oh yeah, now it's it's saying it'll send me something to my phone.
[AGENT][NEUTRAL] OK. I wanna make sure you get in which it is showing you have an active account. It's not locked or anything, so you should be good to go.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Yep, it's asking me to create a new password now.
[AGENT][NEUTRAL] All right, just make sure you have one cap, one number, and one special symbol, and it doesn't have any relevance to your username or it's gonna kind of mark it as a PI security thing it doesn't like to have any of.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Is there anything else I can help you with today before you go, Ms. [PII]?
[CUSTOMER][POSITIVE] That'll do it. Thank you for your help.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Thank you for calling APO. You have a wonderful day, Ms. [PII].
[CUSTOMER][NEUTRAL] Uh-huh.