AccountId: 011433970860
ContactId: 6c4e8c61-00ac-47d0-a696-34f249e40d33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148809 ms
Total Talk Time (AGENT): 60763 ms
Total Talk Time (CUSTOMER): 68530 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/6c4e8c61-00ac-47d0-a696-34f249e40d33_20250523T14:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hey this is [PII]. I thought I just set up an account but I can't log back into it, so I need to know what may be going on wrong with it.
[AGENT][NEUTRAL] OK, uh, Ms. [PII], do you have a policy number?
[CUSTOMER][NEUTRAL] Yes, it's 734-389.
[AGENT][NEUTRAL] OK, thank you, ma'am, give me one moment and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And ver verify your date of birth, mailing address and email address for me please.
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, you say you try to sign on or try to set up on the OSC online service center?
[CUSTOMER][NEGATIVE] No, I was trying to sign on and obviously my information is not matching.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] It looks like you have an account uh you set up an account on the.
[AGENT][NEUTRAL] Online service center.
[CUSTOMER][NEGATIVE] I did, but I can't get back in it.
[AGENT][NEUTRAL] Um, I can give you your username, go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] And I thought the user name.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] No spaces?
[AGENT][NEUTRAL] And I do show as far as [PII], it shows with one [PII]
[CUSTOMER][NEUTRAL] Oh, so can we fix that or is that the way it's gonna be?
[AGENT][NEUTRAL] Uh, unfortunately that's just the way it's gonna be. We can't um change user names, um.
[CUSTOMER][NEUTRAL] OK, so that's what's wrong with it. [PII].
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] And then you should be able to reset your password. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm in now. I'm in now. OK. All right. Thank you. Bye-bye.
[AGENT][POSITIVE] OK, good deal.
[AGENT][POSITIVE] Yes, ma'am, thank you for calling APL. Have a great day, Ms. [PII] weekend.
[CUSTOMER][NEUTRAL] You too. All right, bye-bye.
[AGENT][NEUTRAL] Bye.