AccountId: 011433970860
ContactId: ccfde336-ac89-4578-b642-60efb1f49ef5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307260 ms
Total Talk Time (AGENT): 102797 ms
Total Talk Time (CUSTOMER): 104952 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/ccfde336-ac89-4578-b642-60efb1f49ef5_20250107T20:21_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 to get access to my APO and I'm having a hard time logging in.
[AGENT][NEUTRAL] When you say access you're trying to create an online service account?
[CUSTOMER][NEUTRAL] No, I'm trying to log in. I don't recall my user name or password.
[AGENT][NEUTRAL] OK, so that's to the online service account. OK, um, give me your name and policy number and I can help you.
[CUSTOMER][NEUTRAL] I don't have my policy number. I can give you my name.
[AGENT][NEUTRAL] OK, spell your first and last for me.
[CUSTOMER][NEUTRAL] My first name is [PII], but let me spell that for you. It's [PII]
[CUSTOMER][NEUTRAL] And my last name is [PII].
[AGENT][NEUTRAL] Go ahead. I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] [PII] and house is hyphenated.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's the second part of your last name?
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][NEUTRAL] OK, what's your social? It'll be easier to look it up that way.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Give me just a second.
[AGENT][NEUTRAL] Are you the primary card holder?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Ma'am, are you the primary card holder?
[CUSTOMER][NEUTRAL] Yes, I, yes.
[AGENT][NEUTRAL] You gave me [PII]?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 0, 49.
[AGENT][NEGATIVE] OK, I can't understand my handwriting.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I've located your policy now I need to get you to verify your date of birth, your complete mailing address, and then the email address on file.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My, my email, I believe it's my work one it's um [PII].
[AGENT][NEUTRAL] Correct, that's what we have. Uh-huh, and your, your mailing address.
[CUSTOMER][NEUTRAL] And my and my my address is [PII].
[AGENT][NEUTRAL] OK. Your voice is very faint. Could you repeat your address for me?
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Perfect, thank you for that.
[AGENT][NEUTRAL] Alright, and so now are you trying to um I think get on our online service center is what I understood, is that correct?
[CUSTOMER][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] OK, and you don't remember your username. I can provide and I do show an active account so I can provide your username, but you'll need to reset your password if you forgot your password.
[CUSTOMER][NEUTRAL] No, I don't.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, what's the user name?
[AGENT][NEUTRAL] So the username it's [PII] case [PII]
[AGENT][NEUTRAL] [PII] and then [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I tried it and it wouldn't let me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Here
[AGENT][NEUTRAL] And the message that you're receiving, is it related to your username or your password?
[CUSTOMER][NEUTRAL] Let me try one more time.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] It's working.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It gave me a verification, yeah, before I tried it no mhm.
[AGENT][POSITIVE] Perfect.
[AGENT][POSITIVE] Perfect. All right. Anything else I can help with today? And you pronounce your name, is it [PII]?
[CUSTOMER][POSITIVE] Perfect alright.
[CUSTOMER][POSITIVE] That's it thank you so much.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII], that's different. I like that [PII].
[CUSTOMER][NEUTRAL] Hello, yes.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] OK. All [PII]. Any other questions, [PII]? You're welcome.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][POSITIVE] Thank you. That's it. Thank you so much. Alright, bye. OK, you too, bye.
[AGENT][POSITIVE] Thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] OK.