AccountId: 011433970860
ContactId: a407aaf3-a6fa-4608-8ab4-504a22c6cedb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 451359 ms
Total Talk Time (AGENT): 246192 ms
Total Talk Time (CUSTOMER): 117896 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/a407aaf3-a6fa-4608-8ab4-504a22c6cedb_20250127T18:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. You're speaking with [PII]. How may I help you today?
[CUSTOMER][NEGATIVE] Um, I'm trying to get into the online service center, but it won't let me I'm good I'm using the wrong login information.
[AGENT][NEUTRAL] All right, let me see, can I help you? Give me your name, please.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, [PII]
[AGENT][NEUTRAL] All right. Let me have your phone number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Um, 1, excuse me, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, thank you. You have your policy number, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, ma'am. I don't have to give my social.
[AGENT][NEUTRAL] OK, so when you're logging in, you're not using, you have to have your policy number to log in, I'm sure. So you, you didn't, you haven't, you didn't have your policy number when you were trying to log in?
[CUSTOMER][NEGATIVE] Um, it's asking for username and password, and when I tried it said something about invalid user name or something, so I could be putting in something wrong.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we, we'll see, OK, OK, OK. Uh, let me have your social and I'll pull you up.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. What's your mailing address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Do you need me to give you your policy number so you can have it also?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, 02569668.
[AGENT][NEUTRAL] OK. And so you, it's saying, it's saying something wrong with your username and your password, that's what you're saying?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes ma'am, I've tried [PII] uh [PII] and whatever password. I'm gonna try this other email address. I don't know which one I used.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, because you have to have what's on file. So let me see what's on our file. Give me a minute. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, 02569668. Verify your date of birth for me please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so we got that [PII]. Let's see what we got on file. Verify what you were putting in.
[CUSTOMER][POSITIVE] I was putting in [PII]. I just tried at least the guy with 31. It says it's going through, uh, it's still going.
[AGENT][NEUTRAL] OK, yeah, because that's what we got on file. Yeah, that's what we got on file. You have to use the one that we got on file. So unless you want to change it, that's the one we got [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, let me see if I can use this one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Co mix.
[CUSTOMER][NEUTRAL] Huh, I put in [PII] to reset password. It says the provided username doesn't exist.
[CUSTOMER][NEUTRAL] So I'm gonna go with the new user new user and see if it'll.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, let me do it.
[CUSTOMER][NEUTRAL] Last name [PII].
[CUSTOMER][NEUTRAL] Says my social [PII] residential zip code [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 1 birthday [PII].
[CUSTOMER][NEUTRAL] Next,
[CUSTOMER][NEUTRAL] So based on the information you entered an account already exists. If you have any questions, please contact customer service.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I can't get in. My last name is [PII]. I put in the social security number.
[AGENT][POSITIVE] Oh, great.
[AGENT][NEUTRAL] OK. Let me see, can I help you? Let me give me a second because I got to go find my information to get logged logged in. So give me with my guru stuff right here. It is. I'm looking for here it is right here. Let me get logged in and we, I'll see, can I help you out. OK.
[CUSTOMER][NEUTRAL] Um, it's
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Email it's working.
[AGENT][NEUTRAL] OK, put my password.
[AGENT][NEUTRAL] OK, so let me go to, uh, I supposed to go to AB.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, looking for in your video, uh, I'm not in the video.
[AGENT][NEUTRAL] Username, here it is. OK, this is what we need to do and ensure contact us that we verify the PN and PR screen so we can know your address and everything. Find a username, go to PA, OK.
[AGENT][NEUTRAL] So [PII] here, OK.
[AGENT][NEUTRAL] OK, let me search any customer number log in.
[AGENT][NEUTRAL] OK, let me see, can I bring it up and.
[AGENT][NEUTRAL] See, can I follow the direction to get you with your username, so give me one second.
[AGENT][NEUTRAL] I'm working on it. I'm trying to get back to where I was.
[AGENT][NEUTRAL] OK, not that. This is right here. Let me tell you what you need to do, so let me go to the site.
[AGENT][NEUTRAL] Uh, I am probably.
[AGENT][POSITIVE] Security is right here.
[AGENT][NEUTRAL] And it say, what do I need to do? I go to.
[AGENT][NEUTRAL] Search customer number now hit search OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Welcome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Go to new space online. OK.
[AGENT][NEUTRAL] Give me 1 2nd. I'm.
[AGENT][NEUTRAL] Trying to uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I ain't had to get someone on in a long time and you said that, you know, we cannot use the name was the step one, verify the caller. I did that follow username.
[AGENT][NEUTRAL] OK, I need to put it in. OK. I need to put in something, let's see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Go to AP yeah I'll see yes.
[AGENT][POSITIVE] [PII], let me research and I'm gonna give you a call right back as soon as I can. I'm gonna give you a call right back so we can get you on, OK? Your number is [PII], correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][POSITIVE] OK, I'm gonna give you a call right back, Ms. [PII], alright.
[CUSTOMER][POSITIVE] OK, thank you.