AccountId: 011433970860
ContactId: 7725ed68-ffa9-4d7f-8c64-0279cefc41f1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270929 ms
Total Talk Time (AGENT): 64928 ms
Total Talk Time (CUSTOMER): 101463 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/7725ed68-ffa9-4d7f-8c64-0279cefc41f1_20250407T16:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I need help logging in.
[AGENT][NEUTRAL] I can't, I'm sorry, I can't hear you.
[CUSTOMER][NEUTRAL] I haven't been in the site for a while.
[CUSTOMER][NEUTRAL] OK, can you hear me now?
[AGENT][NEUTRAL] Um, it's just you're, it's very low. I don't know if it's me or.
[CUSTOMER][NEUTRAL] Can you hear me now?
[AGENT][POSITIVE] Yes, that's perfect. Thank you.
[CUSTOMER][NEUTRAL] OK, it's the mic that's off my face. OK, so, um, I need help logging in. I don't remember what my user name or password are.
[AGENT][NEUTRAL] OK and who am I speaking with?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK and where are you trying to log into?
[CUSTOMER][NEUTRAL] I'm logging into the online service center.
[AGENT][NEUTRAL] And are you logging into a specific.
[CUSTOMER][NEUTRAL] Where I can see the groups.
[AGENT][NEUTRAL] Yeah, are you logging into a specific group or the broker?
[CUSTOMER][NEUTRAL] Like broker access.
[AGENT][NEUTRAL] Or the agency.
[CUSTOMER][NEUTRAL] And I usually be able to see all the groups that we have with APL.
[AGENT][NEUTRAL] And are you the broker?
[CUSTOMER][NEUTRAL] No, [PII] is.
[CUSTOMER][NEUTRAL] 15.
[AGENT][NEUTRAL] Um, it looks like you're
[AGENT][NEUTRAL] Username
[AGENT][NEUTRAL] Did you don't know your password either or just your user name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No. No, I don't know. I don't remember.
[AGENT][NEUTRAL] OK, I'll have to
[CUSTOMER][NEUTRAL] I used
[AGENT][NEUTRAL] I'll have to um
[CUSTOMER][NEUTRAL] Just to make sure.
[AGENT][NEUTRAL] Resend your password. I can't I don't see that, but your username is [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then,
[CUSTOMER][NEUTRAL] And uh.
[CUSTOMER][NEGATIVE] Well, I should be able to with that to reset my.
[AGENT][NEUTRAL] Yeah, you can definitely try to reset your password or I can reset it on my side.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] OK, let me try real quick if not then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII] next.
[CUSTOMER][NEUTRAL] OK, email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Copy this.
[CUSTOMER][NEUTRAL] I'll have to type it in.
[CUSTOMER][NEUTRAL] To make sure that you.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, it's letting me reset.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it did work for you?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah, of course.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] OK, watermelon.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, we're good. Thank you so much.
[AGENT][POSITIVE] Perfect. Of course, I hope you have a great day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Thanks bye.