AccountId: 011433970860
ContactId: b5322a5d-6058-4685-b44d-37693bfe3999
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199229 ms
Total Talk Time (AGENT): 81647 ms
Total Talk Time (CUSTOMER): 63483 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/b5322a5d-6058-4685-b44d-37693bfe3999_20250305T19:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I misplaced my login information. I cannot for the life of me figure out what my stuff is. Are you able to help me with that?
[AGENT][NEUTRAL] Yes ma'am, I can definitely help you get your username and get your password reset but before we proceed, Ms. [PII], is it possible to get your call back number in the event that we get disconnected please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you for that, Ms. [PII] And were you logging in as an insured or a group administrator?
[CUSTOMER][NEUTRAL] Um, I believe I'm an insurer.
[AGENT][NEUTRAL] OK, do you have your policy number by chance?
[CUSTOMER][NEUTRAL] Um, give me one second. I may have that.
[AGENT][POSITIVE] Take your time.
[CUSTOMER][NEUTRAL] Alright, I have different policies through you guys, so let's see um.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Maybe I don't have my policy number.
[AGENT][NEUTRAL] OK, that's OK. I can do a name search or social search, whichever one you prefer.
[CUSTOMER][NEUTRAL] OK. Um, I can give you my social security number.
[AGENT][POSITIVE] All right, I'm ready when you are.
[CUSTOMER][NEUTRAL] Alright, it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for that, Ms. [PII]. And if you'll bear with me one moment.
[AGENT][NEUTRAL] All right. Can you verify your date of birth and your mailing address for me, please, Miss?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] Thank you for that, Ms. [PII], and that is what we have on file. I'm also showing we have a personal email account on file. Can you please verify that for me too, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And that is what we have on file so I'm showing that your username is actually [PII], and that's a [PII] If you'll go into the administrative site and elect forgot password, it's gonna ask for your username and then it'll send you a code which will allow you to reset your password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] No problem at all, Ms. [PII]. Is there anything else I can help you with before you go?
[CUSTOMER][NEUTRAL] No, that is everything.
[AGENT][POSITIVE] Thank you for calling APL and you have a wonderful day as well, Miss [PII].
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye bye.