AccountId: 011433970860
ContactId: 6458f5c7-2556-416e-bb74-38041b1c0f6c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 311100 ms
Total Talk Time (AGENT): 88836 ms
Total Talk Time (CUSTOMER): 103113 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/6458f5c7-2556-416e-bb74-38041b1c0f6c_20250127T17:43_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] Yes, good afternoon, my name is [PII]. I'm calling from Hope Incorporated. I'm calling because I'm having a problem logging in to the APL account.
[AGENT][POSITIVE] Alright, thank you, Ms. [PII].
[AGENT][NEUTRAL] Is this for the group?
[CUSTOMER][NEUTRAL] Yes, I'm the group administrator for the.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] For the organization
[AGENT][NEUTRAL] All right, thank you. And what is the group number?
[CUSTOMER][NEUTRAL] 25317.
[AGENT][NEUTRAL] And what is the group name and address?
[CUSTOMER][NEUTRAL] Hope Incorporated [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] Thank you. And then finally, what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what are you using for the username?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It wants me to reset the password.
[CUSTOMER][NEUTRAL] Um, which I try.
[CUSTOMER][NEGATIVE] But the reset never comes and when I try to log in with what I've always logged in, it says invalid username or password but it never sends the reset.
[AGENT][NEUTRAL] And what is your email?
[CUSTOMER][NEUTRAL] For the password.
[CUSTOMER][NEUTRAL] YES
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check something real quick for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Let me see if that added to your phone number. I didn't see a phone number listed.
[CUSTOMER][NEUTRAL] Because I, I haven't logged in in a while, but normally when I log in there's no pro uh it normally just logs in.
[AGENT][NEUTRAL] Let's see if I can update that password for you. Is there, can I um update it to a temporary password and then you can change it if you need to or when you can do it? OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] Let's see if this will work.
[AGENT][NEUTRAL] OK, try logging in with this temporary password and it's today [PII] and the [PII] for today is [PII] and then all lower case.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All day.
[AGENT][NEUTRAL] [PII]. See if that helps.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, no, you said today [PII] and [PII] the [PII] which is the.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Who shift and hit the [PII].
[AGENT][NEUTRAL] And then an exclamation point.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so it's [PII] You want me to type [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII] and exclamation point.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That worked.
[AGENT][POSITIVE] Oh, good.
[AGENT][NEUTRAL] And then um if you will.
[CUSTOMER][NEUTRAL] Oh, I can I'm just gonna keep that password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK wonderful.
[CUSTOMER][NEUTRAL] OK, well that was all I needed.
[AGENT][POSITIVE] It's been a pleasure to assist you, Ms. [PII]. Anything else I can help you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] And thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.