AccountId: 011433970860
ContactId: 7ebdd414-060b-4457-95c8-6dce96eaf100
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282859 ms
Total Talk Time (AGENT): 61919 ms
Total Talk Time (CUSTOMER): 74231 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/7ebdd414-060b-4457-95c8-6dce96eaf100_20250124T15:14_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Uh, hi [PII]. I am trying to reset my password for the for the APL log in and no matter what I do I just keep getting the message that says there was an error with your input. I'm, I'm guessing probably by this point that my account may be locked just because too much activity has been going on. Just wanted to see if I could get some assistance.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, absolutely. I'd love to take a look at that for you. And do you mind if I get your name and policy number real quick?
[CUSTOMER][NEUTRAL] Um, the policy is under my wife's name, [PII]
[CUSTOMER][NEUTRAL] Um, the number, let me get my card, hold on.
[CUSTOMER][NEUTRAL] Uh, coverage family policy.
[CUSTOMER][NEUTRAL] I have a group number.
[AGENT][NEUTRAL] Uh, it might be the policy number, the policy cert or an inpatient outpatient number.
[CUSTOMER][NEUTRAL] OK, in, in outpatient benefits cert number or OK, so there's one for in hospitals benefit cert number and outpatient benefit cert number which one am I giving you?
[AGENT][NEUTRAL] Either one will get me where I need to go.
[CUSTOMER][NEUTRAL] OK, uh, 02451822.
[CUSTOMER][NEUTRAL] M as in Mary. L as in Larry 7.
[AGENT][POSITIVE] Thank you and give me a moment to get that pulled up for you.
[AGENT][NEUTRAL] Um, and would you be able to verify for me please just your first and last name and date of birth on this policy?
[CUSTOMER][NEUTRAL] Uh, my name is [PII], [PII]. My wife is [PII], uh, [PII].
[AGENT][NEUTRAL] Thank you. And then would you be able to verify for me please the mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] And then the email and phone number on file.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][POSITIVE] Perfect thank you very much and I am just gonna need some time to look into this for you.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] All right, um.
[AGENT][NEUTRAL] Alright, so I'm a little limited. I can't do a whole lot to help you because I would have to speak to your wife, but I can't tell you that the account is not locked, so I'm not sure where the, the issue is on as far as that reset goes.