AccountId: 011433970860
ContactId: 73ed7b34-9c4e-433d-abca-4cefd0612d60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201270 ms
Total Talk Time (AGENT): 97742 ms
Total Talk Time (CUSTOMER): 41885 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/73ed7b34-9c4e-433d-abca-4cefd0612d60_20250317T14:29_UTC.wav
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[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, I'm trying to log in um to my account and it's giving me invalid user name or password.
[AGENT][NEUTRAL] OK, I can help you with that. Um, can you give me your policy number, please, ma'am?
[CUSTOMER][NEUTRAL] 01041610
[AGENT][NEUTRAL] What I'll do is pull up your information. We'll do a quick verification and you already have your account set up. You just need to get your user name.
[CUSTOMER][NEUTRAL] Yes, I think I have an account set up.
[AGENT][NEUTRAL] Or we can check and see if you do.
[AGENT][NEUTRAL] Give me one moment. May I have your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And Miss [PII], may we verify your date of birth and then your address?
[CUSTOMER][NEUTRAL] [PII], address is [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And the last bit of information. OK, you're calling from the number that we have on file, [PII]. And so let's verify your email address and then we're done.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful. Everything looks good current and up to date, so let me see if I can get your account pulled up.
[AGENT][NEUTRAL] Yeah, see what we
[AGENT][NEUTRAL] OK, Miss, Ms. [PII], I do see your account is set up.
[AGENT][NEUTRAL] And your, um, let me go back and look at.
[AGENT][NEUTRAL] It is your username is, is like your email with the capital F F O N T G W.
[AGENT][NEUTRAL] Only the F is capitalized.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] That's why I have my wrong username.
[AGENT][NEUTRAL] Then we can always see your username, but we cannot see your password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] It'll give you enough to to reset that password.
[CUSTOMER][POSITIVE] OK, I got it. Thank you.
[AGENT][NEUTRAL] You're welcome. Is there anything?
[CUSTOMER][POSITIVE] And I can file online.
[CUSTOMER][NEUTRAL] Correct, I can file like a wellness claim online.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am, you can and you can also check the status of the claims after you filed them.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Anything else we can help you with today?
[CUSTOMER][POSITIVE] No ma'am thank you.
[AGENT][POSITIVE] Well, thank you for calling APO Ms. [PII]. You have a wonderful day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye bye.