AccountId: 011433970860
ContactId: 77b3d674-684b-460e-bb59-6e10934be451
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 452809 ms
Total Talk Time (AGENT): 111110 ms
Total Talk Time (CUSTOMER): 148645 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/77b3d674-684b-460e-bb59-6e10934be451_20250415T14:58_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. I just received my cards, uh, from APL. Uh, it says in the communication that comes with it that, uh, I should register, uh, in, you know, in the app or in the website, but for some reason it's not letting me do that. So I wonder if you can help me.
[AGENT][NEUTRAL] Sure, I can help you with that. Um, what is that policy certificate number on your card?
[CUSTOMER][NEUTRAL] Is PRD, I mean, is our policy certificate is the 02611445.
[AGENT][NEUTRAL] OK, that's the number. Hold on just a moment while I pull that policy up.
[CUSTOMER][NEUTRAL] I see.
[AGENT][NEUTRAL] And while that policy is pulling up, can I get a good call back number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you [PII], and do you mind verifying your information for me? Um, can I get your date of birth and your address, please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, [PII], and my address is [PII].
[AGENT][NEUTRAL] OK, thank you and the email address that you're using to register?
[CUSTOMER][NEUTRAL] Uh, that's part of what I don't know, but I'm guessing is my company's email, [PII].
[AGENT][POSITIVE] Yes, sir, that's the right one.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is is that what you're using to register on the online service center or?
[CUSTOMER][NEUTRAL] Yeah. Correct. That's, that's, I tried with several, you know, my personal and that one too, and
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It it doesn't let me, you know, get the.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] All right, um, it looks like everything so far is correct. Um, what is the error message that you're getting?
[CUSTOMER][NEUTRAL] Uh, what it says is that
[CUSTOMER][NEGATIVE] I cannot, uh, since I don't know the password, I tried to retrieve it.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] Let me pull up your policy and see what's going on with that.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, the the exact.
[CUSTOMER][NEUTRAL] Uh, I'm sorry excuse me is there doesn't appear to be any reset options set up on your account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you're trying your Gmail account uh for the the call back the.
[AGENT][NEUTRAL] To reset your password?
[CUSTOMER][NEUTRAL] Oh, I tried my Insignia account, my Gmail account, you know, two Gmail accounts that I
[CUSTOMER][NEUTRAL] I have none of them.
[AGENT][NEUTRAL] OK. Yeah, it's got a different phone number. Um.
[CUSTOMER][NEUTRAL] But maybe that
[CUSTOMER][NEUTRAL] Yeah, probably my office phone number.
[AGENT][NEUTRAL] OK. And let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I have your account updated to your the phone number that you just gave me the [PII]. See if you can get the the.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, password reset to that number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I should receive a message on that number?
[AGENT][NEUTRAL] Yes sir mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Nothing yet.
[CUSTOMER][NEUTRAL] That's very strange.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you clicked on reset password again or?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Let see.
[CUSTOMER][NEUTRAL] OK user name I'm gonna use the.
[CUSTOMER][NEUTRAL] Office email.
[AGENT][NEUTRAL] No, the user name is [PII] all little letters.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh. [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And everything on, it doesn't matter if it is.
[CUSTOMER][NEUTRAL] Lower case or uppercase or it matters.
[AGENT][NEUTRAL] Uh, no, it's cases sensitive, uh, and it's all little lower case.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now it's giving me the option.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Perfect alright and.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can we
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now I'm in
[AGENT][NEUTRAL] All right. Is there anything?
[CUSTOMER][POSITIVE] Well, thank you so much.
[AGENT][NEUTRAL] OK, is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, no. This is perfect. Thank you so much for your help.
[AGENT][POSITIVE] All right, OK, well thank you for calling APL. You have a wonderful day.
[CUSTOMER][POSITIVE] You too. Have a good one.
[AGENT][POSITIVE] All right. Thank you. Goodbye.