AccountId: 011433970860
ContactId: 6f1097cc-4af9-4ab9-bceb-8b3c78eee6e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241270 ms
Total Talk Time (AGENT): 89902 ms
Total Talk Time (CUSTOMER): 76217 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/6f1097cc-4af9-4ab9-bceb-8b3c78eee6e1_20250307T16:00_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to log into my account.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And I, it won't let me. It says I already have an account, but I don't know the password, the login or anything.
[AGENT][POSITIVE] OK, I can assist you with that, and I apologize, your name is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Policy 936-062
[AGENT][NEUTRAL] OK, thank you, ma'am. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me one moment, Ms. [PII].
[AGENT][NEUTRAL] OK, and verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] My you say address?
[AGENT][NEUTRAL] Mhm. Address and email address, please.
[CUSTOMER][NEUTRAL] OK, [PII]. My email address, I don't know if it's what you all have on file, but it's [PII].
[AGENT][NEUTRAL] OK. Uh, yes, ma'am. That's what I show we have. And give me one quick moment. Um, I can give you your username uh or or I can give you your username and then from there you can reset or, um, well, you can reset your password, but let me
[AGENT][NEUTRAL] Make sure that the email address is gonna send that verification to is correct in our system. Give me one moment, Ms. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII]. OK. Um, your username I'm showing is [PII].
[CUSTOMER][NEUTRAL] OK. With [PII]
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Was it [PII] or [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you just put in your username and then select forgot uh slash reset password, and they'll send an email address to the email you gave me to where you can reset your password.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let me.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that was it. Thank you so much.
[AGENT][POSITIVE] Yes, ma'am. Uh thank you for calling APL. You have a great day and weekend.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Bye.