AccountId: 011433970860
ContactId: 716d3006-bd76-42d6-8591-f9a7cc34393c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286010 ms
Total Talk Time (AGENT): 117698 ms
Total Talk Time (CUSTOMER): 47509 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.4, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/716d3006-bd76-42d6-8591-f9a7cc34393c_20250422T17:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII] I keep getting um disconnected. I'm trying to reset. I'm a broker. I'm trying to, I'm trying to reset my uh.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Password for uh [PII].
[AGENT][NEUTRAL] OK, I can help you with that. Let's see, let me get out of here. Did you set, did it not, did you hit the reset or did it not, did you not get notification or?
[CUSTOMER][NEUTRAL] Yeah, I, I, I, I, I guess I'm locked out. I tried too many times or whatever.
[AGENT][NEUTRAL] Oh OK well I can unlock you. I can unlock it. Do you know what your username is?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII] or say that number one more time please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. Is it B or just lowercase?
[CUSTOMER][NEUTRAL] I think it's lowercase, but I could be wrong.
[AGENT][NEUTRAL] OK, yep, that's capital. I've got it. Never mind, I found it. Those are active. OK, [PII], is that correct?
[CUSTOMER][NEUTRAL] And you said it's [PII]?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah, it's [PII] [PII], yeah.
[AGENT][NEUTRAL] This is, this is [PII], is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The home OK.
[AGENT][NEUTRAL] And verify your email address for me.
[CUSTOMER][NEUTRAL] I believe the one you guys have is [PII] or [PII].
[AGENT][NEUTRAL] Yeah, the second one.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let's see here. Let me go up in here and see what we got going on.
[AGENT][NEGATIVE] Well, it doesn't show that it's locked.
[AGENT][NEGATIVE] Weird.
[CUSTOMER][NEUTRAL] I just got an email saying it's block.
[AGENT][NEUTRAL] OK, well, that's weird. OK, so let's see.
[AGENT][NEUTRAL] Where's the password.
[AGENT][NEUTRAL] Turn that real quick, give me just a second.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, right, do I have to, I don't think I had to give you. I have to, hm, that's weird. Hang on just a second.
[AGENT][NEUTRAL] Go to other screen real quick.
[AGENT][NEUTRAL] Yeah Jesus.
[AGENT][NEUTRAL] Sorry my computer is being slow for some reason.
[AGENT][NEGATIVE] So annoying.
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] OK, that's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Active. OK, so you're in there is active. OK, alright, that's all checked out. Let me get back over here and I guess I'll have to ask telling me I have to send you.
[AGENT][NEUTRAL] Passwords, I guess we can make one up. That's weird. Hang on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Reset password.
[AGENT][NEUTRAL] That's one must be 8 characters didn't make it long enough, OK.
[AGENT][NEUTRAL] OK, I reset the password to [PII] for today [PII].
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Uh, yeah, it's the word today with a [PII].
[AGENT][NEUTRAL] So it should let you go in and reset it.
[CUSTOMER][POSITIVE] Yeah, that's good. You got me in. Alright, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] No, have a beautiful day.
[AGENT][NEUTRAL] OK, you too. Bye-bye.