AccountId: 011433970860
ContactId: 9d33f206-0b7e-435c-ae5c-39983d9f85e7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174940 ms
Total Talk Time (AGENT): 71427 ms
Total Talk Time (CUSTOMER): 71240 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/9d33f206-0b7e-435c-ae5c-39983d9f85e7_20250424T18:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I tried to log in to file a claim and uh I, I guess I forgot my username and password and then when I tried to reset my password it keeps saying error so we can you take this claim for me?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I won't be able to take it over the phone, um, but I can definitely help her cover that username for you so you can reset your password. um, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Alright, and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] I'm sorry [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have your policy number?
[CUSTOMER][NEUTRAL] I, I do not have it in in front of me. I do not.
[AGENT][NEUTRAL] That's OK. uh, I can start using your social.
[CUSTOMER][NEUTRAL] [PII], I just gave it to you.
[AGENT][NEUTRAL] What was that?
[CUSTOMER][NEUTRAL] Oh, did I just give you my social security number?
[AGENT][POSITIVE] No you gave me your call back number yes ma'am.
[CUSTOMER][NEUTRAL] Oh no, I gave you my phone.
[CUSTOMER][NEUTRAL] Yeah, oh, my social is [PII].
[AGENT][POSITIVE] OK, thank you one moment please.
[AGENT][NEUTRAL] OK, and I'm just gonna verify some information really quick. [PII], can I get your date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. The last thing I need is the email address we've got on file for you uh looks like it's a Gmail account.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] Awesome thank you so much for verifying that information. Give me just a moment I'll get that username for you.
[AGENT][NEUTRAL] OK, I've got it let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, so that is [PII]
[AGENT][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty, so then you can.
[CUSTOMER][NEUTRAL] OK, that's that was the problem. I was using a small d.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] Oh, that's all right yes so then you should be able to reset your password that way.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, alright, thank you, bye bye.
[AGENT][NEUTRAL] All right, yeah, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, uh, uh, I just want to file this claim, thank you.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Have