AccountId: 011433970860
ContactId: c879bcdc-9247-4cbe-b77a-f00c9dfd7ce7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254710 ms
Total Talk Time (AGENT): 53755 ms
Total Talk Time (CUSTOMER): 105163 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/c879bcdc-9247-4cbe-b77a-f00c9dfd7ce7_20250407T13:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I need help because I forgot my username on the website. I know it gives me the option to reset my password, but I don't see anywhere where I can reset my username.
[CUSTOMER][NEUTRAL] Do you know how I can do that?
[AGENT][NEUTRAL] OK, repeat the question.
[CUSTOMER][NEUTRAL] So I'm on the website for APL and I was trying to register. I already have a login credential from previous years. I don't remember my username. It's only giving me the option to reset my password but not my username. Do you know how I can reset my username?
[AGENT][NEUTRAL] You can't change your username, only your password.
[CUSTOMER][NEUTRAL] No, not change it. I guess find it with maybe my personal information, but I don't see that option. I only see password reset.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is your name and your policy number?
[CUSTOMER][NEUTRAL] So it is, well, I don't know my policy, but I can give you my full name. It's [PII], last name [PII]
[AGENT][NEUTRAL] Mhm, what's a good uh callback number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me search for your policy by your name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, what state do you reside, [PII]?
[CUSTOMER][NEUTRAL] What, what? I'm sorry?
[AGENT][NEUTRAL] State
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's your complete address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your email address?
[CUSTOMER][NEUTRAL] It's [PII], or it could be my work email, which is [PII].
[AGENT][NEUTRAL] OK, I show your work email address and thanks for verifying the information. Let me give you your policy number. Let me know when you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] It's 261-147-9.
[AGENT][NEUTRAL] And then I have your username let me know when you're ready.
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, perfect. Now, um, so does that mean that the website doesn't allow me to find my username? The only way that I can find it it's calling you guys?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] If you don't remember it, you'll have to call us to get it.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][POSITIVE] Got it. OK. All right, great. Thank you so much.
[AGENT][POSITIVE] All right, anything else I can help out with today?
[CUSTOMER][POSITIVE] That that's all, thank you.
[AGENT][POSITIVE] Alright [PII], thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.