AccountId: 011433970860
ContactId: 72f885f7-1062-4597-9fa5-20ebf87ec865
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159639 ms
Total Talk Time (AGENT): 54188 ms
Total Talk Time (CUSTOMER): 53246 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/72f885f7-1062-4597-9fa5-20ebf87ec865_20250408T22:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to log in. I have a policy, but it's saying that I have an account but I don't remember my login information.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK, I can look it up by your name or social, whichever you would prefer to give me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], can you spell your last name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Give me just a moment here.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Do you live in [PII]?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK. Can I please have your date of birth and full address?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Alright, let me see if I can find your username. Can you verify the email we should have on here?
[CUSTOMER][NEUTRAL] Uh, it's either my work email, [PII] or my [PII].
[AGENT][NEUTRAL] Yeah, it looks like it's your work one at [PII]. So have you tried resetting the password or do you just need the username? I can give that to you if you need it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I tried resetting it, but I don't remember my username.
[AGENT][NEUTRAL] The username is [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] All right, I should be able to um reset it now.
[AGENT][POSITIVE] Yeah, you should be able to get in with that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Have a good night, [PII].
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye