AccountId: 011433970860
ContactId: aeaa4194-405c-43ff-8eea-ff51608480e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204130 ms
Total Talk Time (AGENT): 61110 ms
Total Talk Time (CUSTOMER): 90774 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/aeaa4194-405c-43ff-8eea-ff51608480e5_20250324T19:05_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good afternoon, [PII]. I, I've been trying to reset my password online for the APL system and I'm having a hard time, um, doing the reset. I was wondering if you can give me an extra hand.
[AGENT][POSITIVE] OK, well, I'll be more than happy to try to help you with your password reset. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. First name is [PII] The last name is [PII]
[CUSTOMER][NEUTRAL] And the number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Uh yes, policy number.
[CUSTOMER][NEUTRAL] Can it be a payer ID or a group number? No.
[AGENT][NEUTRAL] It's just a policy certificate number or policy certification number?
[CUSTOMER][NEUTRAL] Yes, for in hospital benefits certification number is 02336084 M as in Mary, L as in Larry 7.
[AGENT][NEUTRAL] Thank you. And I have your policy here. I just need you to verify your date of birth, your mailing and email address on file.
[CUSTOMER][NEUTRAL] This
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] The email that I should have is [PII].
[CUSTOMER][NEUTRAL] And the address you asked?
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And hold on one moment, let me go to the online service center.
[AGENT][NEUTRAL] And you said, so is it giving you like an error or something when you're trying to reset the password?
[CUSTOMER][NEUTRAL] Um, let me try again and I'll tell you what it says. It says here.
[CUSTOMER][NEGATIVE] There doesn't appear to be any reset options set up on your account and then it says if you believe this is a mistake, please call this number here that I'm calling.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, and what's the username that you're using?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] That's the email, but on the username um field, your username is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let me give it a try now, make sure that I.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. I got, I got it. OK. Thank you so much.
[AGENT][POSITIVE] You're good.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help with? All right, thanks for calling APL.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] That's perfect. Thank you. All right. Bye-bye.
[AGENT][POSITIVE] You're welcome. Bye bye.