AccountId: 011433970860
ContactId: ccc34863-d639-491c-a5b6-cedbfbdfdccf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 783260 ms
Total Talk Time (AGENT): 187778 ms
Total Talk Time (CUSTOMER): 274522 ms
Interruptions: 1
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/ccc34863-d639-491c-a5b6-cedbfbdfdccf_20250407T18:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. Hailey. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um, the buttons that I pushed maybe not the right one. It didn't seem like any of them were really applicable. I had a hospital indemnity, uh, claim in [PII], um, and they, um, paid it and everything was good, but, um, I was doing my taxes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I realized I didn't have the paper for that and I was trying to log into my account um but it looks like um I don't remember my my password and stuff I didn't know if there's any way that like anybody could send me or email me or help me get into my account um or send me a copy of the tax paperwork I need.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, yeah, I can help you get into your account. So, sometimes using a
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because it would be in there, right?
[AGENT][NEUTRAL] Yes, it should be in there um sometimes using a phone is not going to work like Google Chrome is really the best to log into your account.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] So.
[AGENT][NEUTRAL] I would recommend using a laptop personally. Um, that seems to work, but it sounds like you're in the car.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I am, um, I am driving right now, um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I can do you like, can you tell me what my user name is?
[AGENT][NEUTRAL] Uh, yes, uh.
[CUSTOMER][NEUTRAL] Or does it just like can you just reset it because if I know my user name I can guess my password or at least reset my password but um uh the problem is I don't actually remember what my username is and um I think I filed all my paperwork maybe on my uh work laptop and so I don't even have like anything saved so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yeah, I can help you with that. Uh, do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, no, um, I can give you my social, uh, the company I worked for, I don't know.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Um, your social would be good.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, just one moment.
[AGENT][NEUTRAL] You said [PII]?
[AGENT][NEGATIVE] Oh jeez, that's not right.
[CUSTOMER][NEUTRAL] Uh, no, [PII].
[CUSTOMER][NEGATIVE] Yeah, the last 4 were like totally not right.
[AGENT][NEGATIVE] Yeah, I was like, um, that's not never mind that's not right, OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] It should be for [PII].
[AGENT][NEUTRAL] OK, I see you. Just one second.
[AGENT][NEUTRAL] All right, [PII], and I just need to verify a couple pieces of information. Can I have your date of birth, please?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And then the mailing address on file and email?
[CUSTOMER][NEUTRAL] Yes, uh, mailing address [PII] and the email address on file should be [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] If it's not that, then it was my work email.
[AGENT][POSITIVE] OK. No, that one's it. You're right. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me just one second and I will look up your
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, OSC account, see.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so I have your username. It is [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah. Mhm.
[CUSTOMER][NEUTRAL] OK. That's usually, like, that's usually what I use, but for some reason when I tried to put that in, it didn't work, so I don't know. It may, it may have been my phone, like since I was doing it on my phone though.
[AGENT][NEUTRAL] OK, and it also says that your password is expired?
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, maybe that's why. Will it let you like reset it and it'll just send me like a reset?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Link or something.
[AGENT][NEUTRAL] I should be able to reset it let me see.
[CUSTOMER][NEUTRAL] OK, because I mean it has been like over a year since I logged into it so I'm not.
[CUSTOMER][NEGATIVE] Surprise. That's what happens when you like make claims that like the beginning of the, or do anything at the beginning of the year and then it's like the beginning of the next year and you're like, did I do that in [PII] or what? Like you start like fucking guessing yourself, you're like, uh, that was over a year ago. Like, what's that?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Yes, I'm like so horrible at remembering passwords and user names it's.
[AGENT][NEUTRAL] It's my specialty, see.
[CUSTOMER][POSITIVE] Yeah, cause I like, um, especially for those like these like kind of one time things, right? That you don't really have to like be in there all the time and you're like.
[CUSTOMER][NEUTRAL] And I was trying to remember cause I'm like, I had a baby at the end of [PII] and I was like, OK, I know I did one for the Hartford and one for American Public Life. I was like, which one did I do at the end of [PII] and which one did I do at the beginning of [PII]?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So then I was like having to go back to like my bank account and try to see like what my deposits were and then it just says like deposit and then I in the amount and it didn't say like where it came from and I was like, OK, well, um.
[CUSTOMER][NEUTRAL] I guess we'll just like uh.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Take a stab at it. Like it has to be one or the other.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEGATIVE] Oh jeez.
[AGENT][NEUTRAL] OK, just one second. Let me put you on a brief hold and I'm gonna ask a colleague for help and see if we can get you in here.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK cool thank you.
[AGENT][POSITIVE] OK. Uh yeah, you're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, thank you for holding so it looks like I can reset your password.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So, uh, what would you like your password to be?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, you can just do like, um,
[CUSTOMER][NEUTRAL] I don't know, like password [PII] is fine. I mean it's kind of generic, but.
[AGENT][NEUTRAL] OK, so it's like super picky, so it has to be the 8 characters and
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, one uppercase letter, one lowercase letter, one number, and one special character.
[CUSTOMER][NEUTRAL] OK, so I think it'll cover it if we do password with a capital T.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, you have to have a lower case in there too.
[CUSTOMER][NEUTRAL] Yeah, just the like if you do password with a [PII] and then the rest would be.
[CUSTOMER][NEUTRAL] Lower case
[AGENT][NEUTRAL] You said a [PII] and then [PII]?
[CUSTOMER][NEGATIVE] No, no, no, no.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII] with [PII]
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And then [PII], so just password [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I thought you were saying I want the password to be OK, see.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Oh yes, no, sorry.
[AGENT][NEUTRAL] OK, let's see here.
[AGENT][NEUTRAL] OK, it says that you are set to go, so yep, you should be able to log in.
[CUSTOMER][NEUTRAL] OK, let me just try to log in super quick.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, sweet, it got me in. You're amazing thank you.
[AGENT][POSITIVE] You're welcome. Uh is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, no, that's all, thank you.
[AGENT][POSITIVE] All right, yeah, have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Alright, thank you, bye.