AccountId: 011433970860
ContactId: bd2235f2-c48c-41ea-8465-5587cc3cedca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 498000 ms
Total Talk Time (AGENT): 151115 ms
Total Talk Time (CUSTOMER): 205208 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/bd2235f2-c48c-41ea-8465-5587cc3cedca_20250407T18:41_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, good afternoon. Can you hear me?
[AGENT][POSITIVE] Yes, I can hear you. How may I assist you?
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Yes, um, um, I went on and I set up my, uh, username and password. I got an email with my, my username, um, trying to print out the, the, the, the actual card, the ID card.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But uh I can't remember my password and when I I hit reset.
[CUSTOMER][NEGATIVE] And it says there doesn't appear to be any.
[CUSTOMER][NEUTRAL] Reset option set up on your account.
[AGENT][NEUTRAL] OK, I can check and see what's going on. Um, do you know the policy number or you don't have that information?
[CUSTOMER][POSITIVE] I believe I do, we're new. We're like brand new.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Filing a claim online documents.
[AGENT][NEUTRAL] Is this for a group or this is for your personal policy?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] No, no, no, no, no, it's, it's for my company inignor Securities.
[AGENT][NEUTRAL] The group.
[AGENT][NEUTRAL] Gotcha. OK. And may I have your name?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] OK. And you're looking for the group number?
[CUSTOMER][NEUTRAL] Yeah, I'm still looking.
[AGENT][NEUTRAL] OK. OK, I can try doing a name search. What's the name again of the company?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Insignia
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Security.
[AGENT][NEUTRAL] Um, can you spell it out just to make sure I spell it correctly.
[CUSTOMER][NEUTRAL] I N
[CUSTOMER][NEUTRAL] S I
[CUSTOMER][NEUTRAL] G N
[CUSTOMER][NEUTRAL] E
[CUSTOMER][NEUTRAL] IO
[CUSTOMER][NEUTRAL] Securities Insignal securities.
[AGENT][NEUTRAL] All right, OK.
[CUSTOMER][NEUTRAL] I actually did the whole thing online already. I just can't remember the password and unfortunately I, I couldn't find you on the Apple store so it's.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Like I'm, I'm, I, I would need to set it up.
[AGENT][NEUTRAL] We don't have an app. Mhm.
[CUSTOMER][POSITIVE] Exactly, I would need to set up.
[AGENT][NEUTRAL] Yeah, we don't have an app.
[CUSTOMER][NEUTRAL] Exactly that that's the, the thing, so I can't my phone won't remember it unless I create it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Bear with me just a second. Let me see what I can do.
[AGENT][NEUTRAL] I have the group pulled over, so let me see, pull up.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Is her name.
[AGENT][NEUTRAL] Do you know who's the main contact person?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Not at all. I mean, it's a human resources.
[AGENT][NEUTRAL] Um, maybe, you know. So but, um, so you're calling from where?
[CUSTOMER][NEUTRAL] I, I have no idea.
[AGENT][NEUTRAL] In the company.
[CUSTOMER][NEUTRAL] From insignia I'm, I'm sitting at work. I'm a I'm an employee.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So you're calling from your personal account, you're just part of this group. OK, now I got it. OK, bear with me just a second.
[CUSTOMER][NEUTRAL] So basically I work for right I work for Insignia Securities, right.
[AGENT][NEUTRAL] Gotcha. Mhm.
[AGENT][NEUTRAL] Yes. OK. OK, now I understand. OK. Bear with me just a second, let me find you here in the group, OK?
[AGENT][NEUTRAL] Uh, let's see. You're welcome.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm my go.
[AGENT][NEUTRAL] All right, um.
[CUSTOMER][NEUTRAL] I got my user name. I just cannot remember my password.
[AGENT][NEUTRAL] OK, uh, miss.
[CUSTOMER][NEUTRAL] And if I hit
[CUSTOMER][NEUTRAL] Forgot or reset password.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ask me enter your user name again so here I go.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then next.
[CUSTOMER][NEUTRAL] Yeah, there doesn't appear to be any reset options set up on your account if you believe this is a mistake, that's why I'm calling you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. May I have your name, um, I'm sorry, I got your name. I need your date of birth, mailing address and email address for verification. I found your policy.
[CUSTOMER][NEUTRAL] Sure, uh, date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][NEUTRAL] OK. What's the mailing address on file?
[CUSTOMER][NEUTRAL] And my
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Thank you, Miss [PII]. All right. And what username are you using?
[CUSTOMER][NEUTRAL] [PII] [PII] [PII].
[AGENT][NEUTRAL] And you said you have a dot under the after the underscore?
[CUSTOMER][NEUTRAL] That's right. I mean, I got the email from you guys and I know I created it that way. I, I needed that number apparently.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. The dot is not there. It's just underscore. So it's M [PII].
[CUSTOMER][NEUTRAL] OK, OK, OK, OK, let's see, uh, OK, alright, so maybe that's what's going on.
[CUSTOMER][NEUTRAL] OK, so I'm gonna hit forgot.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's her name again.
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][POSITIVE] Ah, OK, thank you. There you go, no wonder. Thank you so much. I think I'm, I'm OK now.
[AGENT][POSITIVE] You're welcome. All right. You're welcome. All right. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no, that's it, ma'am. That's it.
[AGENT][POSITIVE] All right. Well, thank you for calling UPL. You're welcome. Have a good afternoon.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Alright bye bye you too.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] you