AccountId: 011433970860
ContactId: c1165871-f9c9-403b-8932-e1542bea86f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144050 ms
Total Talk Time (AGENT): 60591 ms
Total Talk Time (CUSTOMER): 58535 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/c1165871-f9c9-403b-8932-e1542bea86f9_20250310T18:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I was actually calling because I cannot get into my account online. I forgot my user name.
[AGENT][POSITIVE] Oh, no worries, I can recover that for you. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] I don't, but I can give you my um social security number.
[AGENT][NEUTRAL] Sure. OK.
[CUSTOMER][NEUTRAL] It's um it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right. Let's see.
[AGENT][NEUTRAL] There we are. [PII], what was your uh date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then I'm just gonna verify a couple other things real quick if I could get your mailing address please.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address that we've got on file for you.
[CUSTOMER][NEUTRAL] So I think it's my work email. [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] That is correct. OK, thank you for verifying that. Give me just a moment I'll get that username for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] And I need to write it down.
[AGENT][NEUTRAL] OK, I've got it. Let me know when you're ready.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] OK, so it's all lower case, uh, it is [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK awesome.
[AGENT][NEUTRAL] That's it and then if you forgot the password you should be able to recover it easy with that OK.
[CUSTOMER][POSITIVE] Yeah, yeah, perfect.
[CUSTOMER][POSITIVE] Yeah, perfect. Thank you so much. I appreciate it.
[AGENT][NEUTRAL] Alright, was there anything else I can help you with? Of course.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] Alright, well thanks for calling APL Cy have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] You too all right bye bye.
[AGENT][POSITIVE] Thanks bye bye.