AccountId: 011433970860
ContactId: 7833b9ca-6cc7-44e9-8dc1-66aace8953fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248410 ms
Total Talk Time (AGENT): 108724 ms
Total Talk Time (CUSTOMER): 52156 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/7833b9ca-6cc7-44e9-8dc1-66aace8953fc_20250205T14:14_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Um, I need to reset my password.
[AGENT][NEUTRAL] Oh yeah, I talked to you a few minutes ago. I was the same person? OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] Yeah, I I'm trying to reset it and it's not.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] With the username I have, so I, I'm using.
[AGENT][NEUTRAL] What's your
[AGENT][NEUTRAL] What is your username?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh, there you are. OK, hold on just a second, let me.
[CUSTOMER][NEGATIVE] I've done it like 3 times already and it keeps coming back to invalid username or password.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me see.
[CUSTOMER][NEUTRAL] When I try to recite it.
[AGENT][NEUTRAL] Yeah, so we have, OK, so you got that right. [PII] is what I show. So let me just go out here and see what I can see on that. Give me a second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, must be, so it must be 10 digit number formatted.
[AGENT][NEUTRAL] Um, let's see, let's wait, not this phone number. Hold on. OK, OK, so 25. Let me, I'm gonna send you, I'm gonna re reset hit the reset password.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For you and let's see.
[AGENT][NEUTRAL] I'm gonna give you a new password and then you just need to go in and change it, OK? So hold on just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] 8 characters including uppercase lowercase, and 1 number. So password must be at least 8 characters, including at least 1 uppercase letter, 1 lowercase letter, and one number or character. OK, so I need to make it longer me.
[AGENT][NEUTRAL] Oh goodness, they make these, I mean, I get it, they're trying to keep it safe, but I'm always trying to think of a password that'll work.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Come on.
[AGENT][NEUTRAL] Being silly.
[AGENT][NEUTRAL] I won't let me confirm the password.
[AGENT][NEUTRAL] Driving me nuts. Hang on one second.
[CUSTOMER][NEUTRAL] Yeah, that's the same.
[CUSTOMER][NEGATIVE] Problem I'm having.
[AGENT][NEGATIVE] When we're having a problem that should because let me type it in, but then it won't let me.
[AGENT][NEUTRAL] Well, let me confirm the passwords let me try one more time.
[AGENT][NEUTRAL] OK. So I used [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] With a [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me try again.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] OK, I'm in. Jeez.
[AGENT][NEUTRAL] OK, so make, make sure you reset it.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is there anything else?
[CUSTOMER][POSITIVE] Mm, no, I'm good for now. Yeah, I can see it. Thank you. OK. Bye-bye.
[AGENT][POSITIVE] Can you see your account? OK. All right. OK, good. Thank you. Have a good day. Bye-bye.