AccountId: 011433970860
ContactId: a7763c53-a9e7-4293-b864-9e2010365faa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179279 ms
Total Talk Time (AGENT): 73483 ms
Total Talk Time (CUSTOMER): 76592 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/a7763c53-a9e7-4293-b864-9e2010365faa_20250210T23:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Yes, how are you doing today?
[AGENT][POSITIVE] I'm doing well how are you?
[CUSTOMER][NEUTRAL] That's good. I'm OK. I, I'm having some trouble trying to uh log in and I'm trying to see if I can get my stuff reset.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you have created an account before, um, but we just need to recover the username.
[CUSTOMER][NEUTRAL] Yeah, basically, yes.
[AGENT][POSITIVE] Got you. OK, no worries, um, what was your name?
[CUSTOMER][NEUTRAL] It's uh [PII] Last name, [PII]
[AGENT][NEUTRAL] OK, then I should, uh, before we go any further, can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, my policy number is 02.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, 27 74 69.
[AGENT][POSITIVE] Got it thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, I'm just gonna verify some information really quick. Uh, I, can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Mhm.
[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 that we've got on file for you. uh, looks like it is a Gmail account.
[CUSTOMER][NEUTRAL] Mhm, OK, is this, do it start with an [PII]?
[AGENT][NEUTRAL] Uh, it's to start with an [PII]
[CUSTOMER][NEUTRAL] Oh, it's uh [PII].
[AGENT][NEUTRAL] That's it. OK, thank you for verifying that information. OK, and so I do have that user name whenever you're ready.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, so it is [PII] so it looks like it's your 1st 1st initial and then last name, but the last name is uh lower case.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, that's what I put in.
[AGENT][NEUTRAL] Is it saying um is it asking to uh reset your password?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] No, it said um user password um doesn't exist.
[AGENT][NEUTRAL] Um, does it give you an option to reset the password?
[CUSTOMER][NEUTRAL] OK. I'm gonna try it again. Maybe it's me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Forgot username.
[CUSTOMER][NEUTRAL] That uh.
[CUSTOMER][NEUTRAL] Uh next.
[CUSTOMER][NEUTRAL] OK, I got it now.
[AGENT][POSITIVE] Oh, is it working? OK awesome.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] All right, well sounds good I hope you have a great rest of your day thank you.
[CUSTOMER][NEUTRAL] You listen to art.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Mm.