AccountId: 011433970860
ContactId: 64245c34-9add-4ce2-8d39-8b960fcb9582
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 405579 ms
Total Talk Time (AGENT): 145340 ms
Total Talk Time (CUSTOMER): 228824 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/64245c34-9add-4ce2-8d39-8b960fcb9582_20250106T16:03_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], I set up an account Saturday.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I was having problems setting it up and I I think I changed my uh user name and I was hoping you could give it to me.
[CUSTOMER][NEUTRAL] If we could check my username and password, um, I got, I think I got the password right but I think my user name changed.
[AGENT][NEUTRAL] Well
[AGENT][POSITIVE] Well, it would be my pleasure to assist you and I can help you with that. Do you have your policy number available?
[CUSTOMER][NEUTRAL] Well, I
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I think it's um I think it's um 236-926-1.
[AGENT][NEUTRAL] And what is your name and date of birth, please, sir?
[CUSTOMER][NEUTRAL] It's [PII] [PII].
[AGENT][NEUTRAL] All right, thank you, sir. If you don't mind, can we go ahead and verify your mailing address, email, and phone number as well?
[CUSTOMER][NEUTRAL] OK, it should be [PII] [PII] and it should be [PII] or [PII] [PII] [PII].
[AGENT][NEUTRAL] Uh, we got [PII].
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] OK, can you change that to [PII] please?
[AGENT][NEUTRAL] [PII]. [PII].
[CUSTOMER][NEUTRAL] Oh, I'm sorry, I'm sorry, it's, it's [PII] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, [PII] [PII].
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I can do that.
[AGENT][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, just checking to make sure.
[AGENT][NEUTRAL] And let me get that username for you, bear with me just one second.
[CUSTOMER][NEUTRAL] I fought with that Saturday having all kind of problems typing stuff in and.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] I'm so sorry you had that problem. Looks like you got your account created.
[CUSTOMER][NEUTRAL] It was
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, I got an email then I tried to log in to it to do a uh.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] To do a uh claim and then all of a sudden bam.
[AGENT][NEGATIVE] Oh no
[AGENT][NEUTRAL] Oh, modern technology, right?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, so, so I said, well, nothing else is going right today, so I went and cleaned out my storage by you locket building. It was just one of them days.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Well, did you get a lot done on that?
[CUSTOMER][NEUTRAL] Yeah, but I can barely move this morning.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] We did it yesterday and today. I went and bought some shelving to put in there and uh we put a bunch of stuff on shelves on the shelves and uh it looks a whole lot better and like my wife made a comment yesterday she goes now we can put more stuff in here. I said no.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm trying to get rid of stuff.
[AGENT][NEUTRAL] Isn't that the hardest thing? You have to buy stuff to get rid of stuff to get stuff organized.
[CUSTOMER][NEUTRAL] And I told her, she goes, well you wanna bring this to the house? I said, no, I'm not bringing it till this summer. Uh, I said sometime in the fall we're having a garage sale. What are we selling? I said, my wife that I live with.
[CUSTOMER][NEUTRAL] Has about 100 pairs of shoes and she can't wear all of them in a year and I said uh so we're gonna get rid of some of those and I said she has about 80 pairs of blue jeans that I'm gonna sale and I said I'm gonna pay for my airline ticket to [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEGATIVE] To get away after you sell them.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] I hear you.
[CUSTOMER][NEUTRAL] She
[CUSTOMER][MIXED] Like, she wasn't happy with me, but that's the way life is, you know.
[AGENT][POSITIVE] I know we get so much stuff.
[CUSTOMER][NEUTRAL] Well, I built her well after we got hit by the hurricane last, uh, a couple years ago I built her a shelf for 25 pairs of shoes, but she has, she has those full and then she has another box just full of shoes, another, uh, closet just full of shoes. I was just like a no way and my, my shoes I got about 7 pairs and I wear those all the time.
[AGENT][NEUTRAL] So I have a question for you and forgive me for asking, but does she ever go barefoot?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, she doesn't. She has, she has 4 pairs of slippers.
[AGENT][NEUTRAL] Oh my goodness, I miss the days of going barefoot when you felt like you could do it safely. Now it's so many toxins everywhere, but
[CUSTOMER][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Um, I do have your username.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] It's [PII] So the first letter is a [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And then it's it's [PII]?
[AGENT][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Can you, can you change that and put a, put a lower case [PII] in there or not?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The user name we can't change now you can update your password but the user name is gonna stay the same.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's, that's what happened is that, uh, when I was doing it I guess I accidentally hit something and uh it didn't pick up the cake. OK, well good I can get in now.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Yeah, so you might just wanna remember like instead of the [PII] for [PII] it's [PII] [PII]our first name and then [PII].
[CUSTOMER][POSITIVE] OK, I got it I got it written down, so we're good to go.
[AGENT][POSITIVE] All right, and I've updated that email for you as well. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] I appreciate it.
[CUSTOMER][POSITIVE] That's it. I appreciate it. I'll uh like I say.
[AGENT][POSITIVE] It's been a pleasure to assist you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I'll, I'll get back with y'all on a claim. I, I had a wellness exam, so.
[CUSTOMER][NEUTRAL] I got a uh claim uh I guess I get like $75 or something.
[AGENT][POSITIVE] That's right, for calendar year. All right, well thank you for calling APL. It's been a pleasure to assist you and I hope you have a happy new year.
[CUSTOMER][POSITIVE] So alrighty
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alright you too thank you.
[AGENT][POSITIVE] Thank you bye bye.