AccountId: 011433970860
ContactId: 8fd6f81d-54d0-44cb-a36b-7306aa7633b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 328790 ms
Total Talk Time (AGENT): 119753 ms
Total Talk Time (CUSTOMER): 65539 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/8fd6f81d-54d0-44cb-a36b-7306aa7633b8_20250623T13:17_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes ma'am, I'm suddenly unable to log into my account.
[AGENT][NEUTRAL] OK. Yes, ma'am, and I could further assist you. I actually, um, they updated our website and so all mem members would have to go in and recreate their account. Um, have you done that yet?
[CUSTOMER][NEGATIVE] I've tried resetting my password and I can't get it to go through.
[AGENT][NEUTRAL] OK. Well, first, let me get your name and a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And phone number is [PII].
[AGENT][NEUTRAL] OK. Thanks, [PII]. Now, could I get your policy number, please?
[CUSTOMER][NEUTRAL] 02545423
[AGENT][NEUTRAL] OK, thank you. Now, please verify your date of birth and your mailing address.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, and I'm showing that you don't have an email address on file. Would you like to add one?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. I'm ready. What's your email?
[CUSTOMER][NEUTRAL] It would be, excuse me.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's [PII], well, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And you're spelling [PII]?
[AGENT][NEUTRAL] [PII] OK, got it. OK, I've added your email address.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And go to our website, um, go to the homepage, start at [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK. And do you see the um bar where it says create a recreate account or create your account?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Click on that and let the system know that you're an individual.
[CUSTOMER][NEUTRAL] OK dokey.
[AGENT][NEUTRAL] And then filling
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And fill in all the information and when it gets the policy number, um, earlier, did you enter your policy number or your social there where it asks for your policy number or social?
[CUSTOMER][NEUTRAL] I did my social.
[AGENT][NEUTRAL] OK. Yeah, do try to, try it with your social again. Let's see what happens.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I'm just waiting for my verification code to come through my email.
[AGENT][NEUTRAL] OK. It should go to the email address I just added.
[CUSTOMER][NEUTRAL] OK, now let me start a new password.
[AGENT][NEUTRAL] OK, yeah. And so you should be able to uh continue to set it up and get in at the now.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] And what did you need to do once you get into the website? Or is that just what you needed help with today? logging on?
[CUSTOMER][NEUTRAL] Yeah, I just need to be able to get in.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] It it was not letting me and I tried every which way that it asked me to do and it would not do anything.
[AGENT][NEUTRAL] OK. Yeah, you just needed to go in and reset up your um policy online. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] That's it, thank you.
[AGENT][POSITIVE] OK. Well, I thank you again, [PII], for calling APL. You have a great rest of your day. Bye.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] You're welcome.