AccountId: 011433970860
ContactId: c4c9f492-cfa7-4481-bd9e-d6bd82042278
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 856580 ms
Total Talk Time (AGENT): 309709 ms
Total Talk Time (CUSTOMER): 350558 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/c4c9f492-cfa7-4481-bd9e-d6bd82042278_20250115T17:08_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Uh, yes, I need you to talk to my wife. I think she needs a number or something.
[AGENT][POSITIVE] OK, yeah, I'd love to help you with that.
[CUSTOMER][NEUTRAL] For us to look at something.
[CUSTOMER][NEUTRAL] OK her name is [PII].
[AGENT][NEUTRAL] [PII], and is she on the policy, my friend?
[CUSTOMER][NEUTRAL] I am and uh the account is in my husband's name [PII].
[AGENT][NEUTRAL] You are.
[AGENT][POSITIVE] Perfect, do you have the policy number handy and I can look it up for you?
[CUSTOMER][NEUTRAL] I sure I sure did you give me just one second.
[AGENT][POSITIVE] Yes, absolutely.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 01538110.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Perfect, and give me one second to get that pulled up while I'm looking for that policy, do you mind if I go ahead and also snag a good callback number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, and what is that for you?
[AGENT][NEUTRAL] Ms. [PII], are you still there with me?
[CUSTOMER][NEUTRAL] I am. I'm sorry, were you waiting for I was, I thought you were gonna call the number. My number is [PII]. Charlie's is, oh, you just need mine, OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I just need, in case we got disconnected, just a number to give a quick call back on um and then I have that number written down for your policy. I wrote down 153-811-0. Did I get that correct or was I missing something?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, that's that, uh.
[CUSTOMER][NEUTRAL] The policy number is
[CUSTOMER][NEUTRAL] 015.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 338,110
[AGENT][NEUTRAL] So I typed that number in and I didn't unfortunately I'm showing a user that doesn't have your name or Char or Charlie's first name.
[AGENT][NEUTRAL] Would it be under a different name?
[CUSTOMER][NEUTRAL] No, that's the number I've put on every claim that we've submitted.
[AGENT][NEUTRAL] Alrighty, well, let me take a peek if you don't mind, I can try searching by social or I can try searching with first and last name.
[CUSTOMER][NEUTRAL] I'm sure
[CUSTOMER][NEUTRAL] OK, his social is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] What we've got.
[AGENT][POSITIVE] All right, I was able to find that policy on here for you. I'm sorry about that.
[CUSTOMER][NEUTRAL] And I, I had.
[AGENT][NEUTRAL] It looks like I have the same number, but I don't have a 1 in front of the 5. I have it starting with 005.
[CUSTOMER][NEUTRAL] Do I have the
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Well, I can certainly get his uh.
[CUSTOMER][NEGATIVE] Policy back out and look and see if I put that wrong but every time that's how I've submitted his claim every time.
[AGENT][NEUTRAL] Huh, oh yeah, I'm maybe they, maybe the, the system's smarter than me and they figured it out with the name and the numbers being so so close and I would love to help you today. Unfortunately, um, let me see.
[AGENT][NEUTRAL] I just need to pull up.
[AGENT][NEUTRAL] Would you be able to verify for me, pretty please, um, Ms. [PII], your
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Your husband's date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] Perfect. And is [PII] still there with you at all by any chance?
[CUSTOMER][NEUTRAL] It, well, I'm in the, I'm in the room where the computer is and he is, he's right here, uh.
[AGENT][NEUTRAL] I just need, if it's OK, I just need him to verify his um his mailing address and email address on file and then um he's already given me permission to talk to you, but I do just have to verify that part with him. Is that OK?
[CUSTOMER][NEUTRAL] Uh, yes, but the email address is mine. He doesn't have one.
[AGENT][POSITIVE] Oh, OK, perfect. Would you mind verifying that one with me then, and then I'll do the rest with him?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give her her address. [PII].
[AGENT][POSITIVE] Perfect. And then
[AGENT][POSITIVE] Beautiful. And that zip code, my friend?
[CUSTOMER][NEUTRAL] Would you mind?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then, um, your wife, Ms. [PII] is going to verify the email with me. She said it was hers, but if you could just verify that I have the right phone number on file, my friend.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Thank you so much. I really appreciate you helping me out with that and how, how can I help you today? What, what are we calling for?
[CUSTOMER][NEUTRAL] OK, uh, I had submitted a claim and I, I usually go in and look and see if it's been received and if they're processing when I got ready to sign in this morning, I had an in and mine's a personal computer, no one else uses it uh it kept telling me invalid password or username so I've tried resetting the password and it still says invalid user name or password.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's take a look at that.
[CUSTOMER][NEUTRAL] So I don't know if, if I've got, if some, but it, it's always come up automatically.
[CUSTOMER][NEUTRAL] But, and it did this morning, but I kept getting that message.
[AGENT][NEUTRAL] Yeah, let me take a look. That is strange, especially if you use it all the time.
[CUSTOMER][NEUTRAL] And I
[CUSTOMER][NEUTRAL] Yes, it's, it's the same one that I use and I did the thing to uh.
[CUSTOMER][NEUTRAL] changed the password and, and got a code to different times.
[CUSTOMER][NEGATIVE] And tried to reset it. So I don't know, I don't know if maybe I'm not using the right symbols, not enough letters and symbols. I, I don't know, but I can't get it reset.
[AGENT][NEUTRAL] All right, um, would you be able to verify for me the username that we have the same one on file?
[CUSTOMER][NEUTRAL] Yes, the one that I, that I have that it shows it comes up automatically is a [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Perfect. OK, that's what I have to, and it does show me the last time you were in was just a couple of days ago on the [PII]. So let's see, when you reset that password, um, would you mind going through that part again, just um.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Having it send you the link for the password reset and getting to that screen with me.
[CUSTOMER][NEUTRAL] You want me to go back in and try and sign in again? Is that what you're asking?
[AGENT][NEUTRAL] Um, if you'll try to reset the password again where it emails you the link, um, and then just get to that part of the screen with me.
[CUSTOMER][NEUTRAL] OK, it, it didn't, it didn't email me a link. It just gave me a code, a one time verification code and no and no link to reset it. It says you're receiving this email so that you can securely reset your password.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm, I typed in that code and then I try a new password and then one time it said it didn't match, so I made sure I put the same thing in both, both lines and then it still kept telling me that um
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] That it couldn't, it wasn't gonna reset.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEGATIVE] Uh, invalid user name or password.
[AGENT][NEUTRAL] So I, I'm wondering if it's set up similar for when you create the account, but when you're creating the account and so I've actually I've never done one as a password reset but when it you're doing the part where you create the account and it has you set your password underneath it is like a list of all.
[AGENT][NEUTRAL] The requirements and they're in black and it will say like X amount of capital letters X amount of numbers and you'll have those requirements listed right there and as you hit the requirements, those black will turn to gray and you have to keep going until all your black requirements gray out and then you know your password is um meets the criteria. And so if you want to get to the part where you're resetting your password and see if.
[AGENT][NEUTRAL] Um, the password you're typing, if it has that same feature where your requirements are in black and they go gray as you meet them.
[AGENT][NEUTRAL] Um, I think that's the first place to start, and then aside from that, we could try clearing your browser history, um, and I can talk you through that if you want, and we can try clearing your browser history and and doing it again. Sometimes stuff gets hung up in that browser history.
[CUSTOMER][NEUTRAL] 142 71514 OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, see, when and when I do reset password, it doesn't, it, it puts my the one that I had saved in there, it automatically puts that back in there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so I have to delete that out and then I, I'm doing a new one. OK. 1 lowercase, one number, 8 characters, minimum, 1 symbol does not contain user name. OK.
[CUSTOMER][NEUTRAL] OK, both of them are still the call it the spaces are still blue.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So should I hit submit again?
[AGENT][NEUTRAL] And then all of those requirements down at the bottom, did they go from a black text to a gray text like they're shadowed out?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK perfect try hitting submit on that.
[CUSTOMER][NEUTRAL] OK, bye.
[CUSTOMER][NEUTRAL] Oh, OK, just one second, I've done something here. I don't know.
[CUSTOMER][NEUTRAL] No, it says invalid user name or password. Let me do the reset password again, OK?
[CUSTOMER][NEGATIVE] I'm afraid it's gonna just completely.
[CUSTOMER][NEUTRAL] OK, let's send it to my email.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] OK. See, when I put that code in, OK, new password.
[CUSTOMER][NEGATIVE] See you still, I get a thing up at the top that says password uh successfully reset, but here in pink, it keeps saying invalid username or password.
[AGENT][NEUTRAL] Is it you said that it was automatically putting in the old password is.
[CUSTOMER][NEUTRAL] And then, and then it does.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Yes, and I'm deleting, I'm deleting that out and typing in a new one and then it gives me the space to retype the new one.
[CUSTOMER][NEGATIVE] But like now, when I, I, when it gives me that invalid username or password, it's uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's automatically putting, it's got that old one back in there.
[AGENT][NEUTRAL] OK, um, are you using Google Chrome?
[CUSTOMER][NEUTRAL] Mm I guess yes ma'am.
[AGENT][NEUTRAL] Yeah, so in the top corner of your like web browser, um, like the top right right under the X is there like three little dots?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Stacked on top of each other. So if you go into that, um, you're gonna go on my side it's 1234, it's 5 down it says passwords and auto fill.
[AGENT][NEUTRAL] And then do you see that password's an auto fill?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, it has like a little key next to it as the pitcher.
[CUSTOMER][NEUTRAL] I have an app that comes up sometimes that has that. OK, let's see.
[CUSTOMER][NEUTRAL] Mm.