AccountId: 011433970860
ContactId: c29c4ebe-d5b4-415d-b3c7-ae51357c40df
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355170 ms
Total Talk Time (AGENT): 104557 ms
Total Talk Time (CUSTOMER): 144391 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/c29c4ebe-d5b4-415d-b3c7-ae51357c40df_20250409T20:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi I was trying to log in um to my account on, um, my APL account and and I'm having problems. It said I tried to log in as a new user but then it said I already had an account so I logged in with my school email address short story is I don't, I don't, I'm not able to get in and I was gonna see if you could help me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, sure, um, I can assist with, um, your issue. Uh, what is the policy number so we can look into the information?
[CUSTOMER][NEUTRAL] It is um 02463545.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And just for verification steps, um, can you tell me your date of birth and address, please?
[CUSTOMER][NEUTRAL] [PII] and my address is [PII].
[AGENT][NEUTRAL] Alright, thank you very much. And allow me just a second to pull up the customer number and try to see what's going on with your account.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, the, um, account is set up with um the email, the school email I would believe that you have working, um, the username, would you like me to provide it to you so you can um use it in um your password? All right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] But it's, but it's, but it's my email, my username is my password I mean my username is my email.
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] Is that what you're saying?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] And I did that. I did that and then it said it was the wrong password, but then it said, well, here, let me just I'm gonna put you on speaker, give me one second.
[CUSTOMER][NEUTRAL] OK, I'm gonna go ahead and do this again so I'm doing my school email address. I don't let me see if I, I, I don't know what my password is and so I'm gonna say forgot or reset password.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] OK, then I'm gonna enter my username again. I'm gonna hit next and it this it says there doesn't appear to be any reset options set up for on your account. If you believe this is a mistake, call customer service, blah blah blah.
[AGENT][NEUTRAL] OK, um, I don't see either a password here. Last time it was changed, it was last year, so it's probably um expired. Um, I can go ahead and reset the password for you and use it temporarily one and after 24 hours, you, you will be able to, to use um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A different one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and let me, let me just a second while I work on it.
[CUSTOMER][NEUTRAL] I go ahead and do that.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] All right, I have uh reset the password and the password that I use is [PII]
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] [PII]. OK, so you want me to try to get back in just to make sure.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I think like that and.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It says invalid username or password. is my [PII]?
[AGENT][NEUTRAL] Uh no, the username is only [PII] That will be the only um information. Mhm.
[CUSTOMER][NEUTRAL] Uh, OK. That's OK.
[CUSTOMER][NEUTRAL] OK, so now let's do it again. [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, it went through. Thank you so much for your help.
[AGENT][POSITIVE] All right. You're very welcome. You have a nice day.
[CUSTOMER][NEUTRAL] OK. Bye, bye-bye.
[AGENT][NEUTRAL] Bye.