AccountId: 011433970860
ContactId: c434594a-9460-40ff-b142-3021f48bd99b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 560010 ms
Total Talk Time (AGENT): 213567 ms
Total Talk Time (CUSTOMER): 247743 ms
Interruptions: 3
Overall Sentiment: AGENT=0, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/c434594a-9460-40ff-b142-3021f48bd99b_20250213T21:16_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thanks for calling HO [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. Uh, I've been trying to get into my um claim thing on my, uh, internet, and it's saying I need to upgrade my password.
[CUSTOMER][NEGATIVE] And when we go in and try to upgrade the password, it won't let us in.
[CUSTOMER][NEGATIVE] It says uh error or something.
[AGENT][NEUTRAL] OK, let me go ahead and pull up your policy and see if I can help you with that. Can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] And I didn't know
[CUSTOMER][NEUTRAL] Yes, ma'am. Uh, my telephone, you need my telephone number first. My name is [PII].
[CUSTOMER][NEUTRAL] And my telephone number is [PII].
[CUSTOMER][NEUTRAL] And my policy number, do you need my policy number or my reference?
[AGENT][NEUTRAL] Your policy number.
[CUSTOMER][NEUTRAL] I've got both. OK, it's 9.
[CUSTOMER][NEUTRAL] A like an apple.
[CUSTOMER][NEUTRAL] 0084917
[AGENT][NEUTRAL] And what um
[AGENT][NEUTRAL] Is then that you have a policy with APL?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, let me try to pull it up by name cause I can't pull it up by that. Can you spell your last name?
[CUSTOMER][NEUTRAL] [PII], just like he drank with an [PII] on it.
[AGENT][NEUTRAL] OK, and the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me one.
[CUSTOMER][NEUTRAL] I have a reference number here too, so.
[AGENT][NEUTRAL] Can you verify your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And can you verify your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And lastly, your email address.
[CUSTOMER][NEUTRAL] My email address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, Ms. [PII], thank you for that. And you said you're having problems um logging in to change the password?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, well, what it says is when I, OK, I've got my username here and my passwords there and then when I go to, I'm gonna hit submit.
[CUSTOMER][NEUTRAL] I hit submit and it says,
[CUSTOMER][NEGATIVE] Your password is expired and must be reset.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so we've gone in, and I've got, you know, put my mobile number there that says to hit and hit send and they send me a code, I mean, a number, a code. And then when we put it in, and we put in the new password, it says an arrow.
[CUSTOMER][NEUTRAL] So what, what do you need me to do here?
[AGENT][NEUTRAL] It could be there's um.
[AGENT][NEUTRAL] Uh, trying to think how I'm gonna.
[AGENT][NEUTRAL] There's probably uh it could be because there's requirements on what how um how many words or letters or symbols or numbers the password should have.
[CUSTOMER][NEUTRAL] This is
[CUSTOMER][NEUTRAL] OK. Well, what I did is I did.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 8 characters.
[CUSTOMER][NEUTRAL] I also did a number and I did a character.
[AGENT][NEUTRAL] Did you capitalize one of the
[CUSTOMER][NEUTRAL] Is there a certain way that we can, yeah, capitalize, yes.
[CUSTOMER][NEUTRAL] It can be the first or middle or anywhere, can it, just as long as you got one capital letter.
[AGENT][NEUTRAL] Yes, I'm trying to go ahead, let me see.
[CUSTOMER][NEUTRAL] I can hit the hit to send my they'll send me a code, then I can get into her.
[CUSTOMER][NEUTRAL] And we shouldn't have to change the username again, should we?
[AGENT][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] I didn't think so.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEGATIVE] But me and my husband both tried it and he finally got upset.
[CUSTOMER][NEUTRAL] Because I'm going back in there.
[AGENT][NEUTRAL] That normally happens, um.
[AGENT][NEGATIVE] They get frustrated before we would get frustrated.
[CUSTOMER][POSITIVE] And we are older people, we don't know if we're doing something right or wrong, but it sounded like we're doing it right.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, so I'm just trying to look to see um if it shows the password requirements, um.
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] Well, I can get to where it says send. You want me to get my code?
[AGENT][NEUTRAL] Um, give me one second and um before you do that.
[CUSTOMER][NEUTRAL] Or not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I didn't know a password would expire.
[AGENT][NEUTRAL] OK, so it says 1 lowercase character, 1 number, 8 characters minimum, 1 upper uppercase character, one symbol, and it must not contain anything involving your username.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So that's weird, uh.
[CUSTOMER][NEUTRAL] And we did all that, we, well, what we did is we, you know,
[CUSTOMER][NEUTRAL] Did the eight letters. We capitalized, we did the 8 letters, then we did a number and then we did a character.
[CUSTOMER][NEUTRAL] And that should have done it, shouldn't it?
[CUSTOMER][NEUTRAL] Does it have to be at least 8 letters?
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] Yes, ma'am. Uh, give me one second.
[CUSTOMER][NEUTRAL] That's what I thought.
[CUSTOMER][NEUTRAL] And then you just had to put in a number whatever you pick and then uh.
[CUSTOMER][NEUTRAL] Character or you could do a character in a number, couldn't you? Either way.
[CUSTOMER][NEUTRAL] Or just have to go in a certain order?
[AGENT][NEUTRAL] Yes, so normally, um,
[AGENT][NEUTRAL] So normally.
[AGENT][NEUTRAL] Well, I guess I, I, I mean, I always, I guess see is like the first letter is capital, um, and then whatever word you're gonna use and then you would use a symbol somewhere in there and then you would use um a number, um, and it just can't be the same password that you have. Um, what username or you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] It can't be the same password.
[AGENT][NEUTRAL] Correct. What username are you using?
[CUSTOMER][NEUTRAL] What you
[CUSTOMER][NEUTRAL] It's just [PII].
[AGENT][NEUTRAL] OK, so that's what we have in the system.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And I've got my old password here.
[AGENT][NEUTRAL] Yeah, I'm looking on here. It does show that your password is expired. Um, I'm able to pull up in another system to look at it and it, and it does show that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, that's something I can think of is it's not accepting the password that you're using.
[CUSTOMER][NEGATIVE] Yeah, and I don't know why cause they're, I, I, I don't think it's any anybody barely be using.
[CUSTOMER][NEUTRAL] Cause I put weird code.
[CUSTOMER][NEUTRAL] I put weird things in there.
[AGENT][NEUTRAL] Yeah, I would try another one to see if it tastes like like sit I mean um.
[CUSTOMER][NEUTRAL] Well, we've tried 2 or 3 times.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Let me see if I can get someone in customer service. They might have more, um, be able to look at more because like I'm just looking at what I have and like I said, it's, that's the only thing it's showing. Um, give me one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] No, I haven't asked.
[CUSTOMER][NEUTRAL] Sing.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Do do do.
[AGENT][POSITIVE] This music puts you to sleep.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hey, this is [PII] in customer service. How may I help you?
[AGENT][NEUTRAL] Um, um.
[AGENT][NEUTRAL] Hi [PII]
[AGENT][NEUTRAL] This is [PII] in the claims department. How are you doing?
[CUSTOMER][NEUTRAL] I'm fine, [PII]. How are you?
[AGENT][POSITIVE] I'm doing OK. The day is almost over with.
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes ma'am. Almost.
[AGENT][NEGATIVE] I have a member on my back line. They are having problems, um, resetting their password. Um, I gave them the specifications, but I don't.
[AGENT][NEGATIVE] I can't figure out why it's not letting them do it.
[CUSTOMER][NEUTRAL] OK, what's their policy number and I can help them, I think, I hope.
[AGENT][NEUTRAL] It's 842-72.
[AGENT][NEUTRAL] And I have Ms. [PII] on the line and I have a call back if you want that.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] is it
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Alright, let's see, make sure I get your policy pulled up.
[CUSTOMER][NEUTRAL] That sounds like a stra. It's an old number, isn't it? It's 4272.
[AGENT][NEUTRAL] Yeah, for 99.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, Ms. [PII], OK. And uh
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hold on, let me look.
[CUSTOMER][NEUTRAL] OK, put, put Miss [PII] through and I will do my best to help her.
[AGENT][POSITIVE] All right, thank you. Have a great day.
[CUSTOMER][POSITIVE] All right. You too. Thank you. Bye.
[AGENT][NEUTRAL] Bye.