AccountId: 011433970860
ContactId: 9be7bc27-985f-4444-9b31-3656226216b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297000 ms
Total Talk Time (AGENT): 66507 ms
Total Talk Time (CUSTOMER): 123302 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/9be7bc27-985f-4444-9b31-3656226216b1_20250414T18:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] So, good afternoon. This is [PII], and, uh, I believe I'm a new user, uh, with the APL actually used to be the firm that I work for, used to be like 2 years ago and then went to another provider and then came back. I'm trying to log in following the steps that they send me, but, um, I, I can't, uh, I mean it says that I, it exists I exist already but I.
[CUSTOMER][NEUTRAL] I can't remember or I don't recall the the username.
[CUSTOMER][NEUTRAL] And the password, would you be kind to help me out to set up or reset?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Yeah, we can definitely take a look. What do you have your policy number?
[CUSTOMER][NEUTRAL] I was given, I believe it's the 02611496.
[AGENT][NEUTRAL] OK, let me just pull this up here, one moment.
[AGENT][NEUTRAL] All right. And then [PII], can I verify please your date of birth and address?
[CUSTOMER][NEUTRAL] Certainly, date of birth is [PII]. The address is [PII].
[AGENT][NEUTRAL] Thank you and then what would be the uh correct email that we should have on file?
[CUSTOMER][NEUTRAL] I believe you have two. You have my professional one which is [PII]. Uh, I'm sorry, [PII] in [PII]. And I believe you have, you also have my personal email which is [PII], so [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it looks like we just have the work one on file.
[CUSTOMER][NEUTRAL] [PII]. OK, so it's OK, no problem.
[AGENT][NEUTRAL] Yeah. OK. OK. All right, so,
[CUSTOMER][NEUTRAL] And that would be my username?
[AGENT][NEUTRAL] Do you need the no that's not the user name. Do you need the username? I can give that to you.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] So the username is all lowercase, no capitals.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then it's your last name, [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So go ahead and try another password reset if you're unsure of the password and then it should send you a link to that email address that you have um on file, which is the work one.
[CUSTOMER][NEUTRAL] OK, so, um, so I'm gonna try, so username.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][NEUTRAL] OK, so I'm gonna send to my phone.
[CUSTOMER][NEUTRAL] Uh, it can be to my email address.
[CUSTOMER][NEUTRAL] Verification code, let me check.
[CUSTOMER][NEUTRAL] OK, there we go.
[CUSTOMER][NEUTRAL] One timer cushion coat.
[CUSTOMER][NEUTRAL] Occupation
[CUSTOMER][NEUTRAL] So I
[CUSTOMER][NEUTRAL] There you go copy paste. Let's see, submit.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so now I'll be able to.
[CUSTOMER][NEUTRAL] OK, I'll be able to.
[CUSTOMER][NEUTRAL] That's what that's what we said, OK, so.
[CUSTOMER][POSITIVE] There we go. Thank you very much. Perfect. Thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Not a problem. Is there anything else we can help with?
[CUSTOMER][POSITIVE] No, that's it. Thank you very much for your time and your assistance.
[AGENT][POSITIVE] You're welcome. Have a good day. Bye-bye.
[CUSTOMER][POSITIVE] Have a good afternoon.
[CUSTOMER][NEUTRAL] You too.