AccountId: 011433970860
ContactId: ce373c90-11c5-4c3d-94f1-fb1bfd436114
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 378230 ms
Total Talk Time (AGENT): 106325 ms
Total Talk Time (CUSTOMER): 203676 ms
Interruptions: 3
Overall Sentiment: AGENT=1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/ce373c90-11c5-4c3d-94f1-fb1bfd436114_20250509T18:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Hi [PII], I'm trying to um get um access to my insurance card, um, but when I try to reset the password on um online, it tells me that the username I'm using is incorrect.
[AGENT][NEUTRAL] Mhm. All right. I can assist you accessing the online service center. Um, do you happen to have the policy number on hand so we can look at it?
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, don't think I know the policy number. Here you go, ma'am.
[CUSTOMER][NEUTRAL] You can you can.
[CUSTOMER][NEUTRAL] You know all of that.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You understand.
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] And when I said 5 just so you know 50% rate about $17.
[CUSTOMER][NEUTRAL] Pretty much.
[CUSTOMER][POSITIVE] If you're gonna do yeah, I would apply for for those.
[CUSTOMER][NEUTRAL] Uh, I can't find it. Can you look it up with my social or birthday or something like that?
[AGENT][NEUTRAL] I can use the social security number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is a good call back number just in case our call gets disconnected?
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And is this uh policy for [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right. And just to make sure I have the uh correct information for you, can you verify your date of birth and address, please?
[CUSTOMER][NEUTRAL] [PII] and the address you should have is [PII] no no I think you have my new address you have um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] that you don't don't.
[AGENT][NEUTRAL] Alright, let me just a second so I can pull up the um customer number and that way I can access your.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] uh.
[AGENT][NEUTRAL] Account.
[CUSTOMER][NEUTRAL] Maybe you can look at it, but he doesn't know how soon it be.
[AGENT][NEUTRAL] All right, Ms. [PII], I see here the um online service account. um and what user are you um using for the username?
[CUSTOMER][NEUTRAL] not
[CUSTOMER][NEUTRAL] I thought it was my email, but I guess it's not my email.
[AGENT][NEUTRAL] Uh, no, um, username is just a short name. Um, what we have here is [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, um, and I should be able to reset the password if I don't know it, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, um, let's see, really quick. You can try right now and um if it doesn't work, I can reset it for you and set a temporary password.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEGATIVE] I might have the right password if I knew what the heck the thing was, so let me think. That was the problem. I didn't know what to log in. I thought it was my email.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Yeah, it looks like it's working.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, it was working then it says something about a technical difficulty. Hold on one second so I can.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, it says oops, there looks like there's been an error we're expecting to experiencing technical difficulty.
[AGENT][POSITIVE] All right. I will go ahead and reset the password for you, um, and use a temporarily one after 24 hours, you can go ahead and change it for whatever you prefer.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Allow me just a second so I can work on it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Alright, you can try logging in with um the same um the same account user name and for the password it will be [PII] S.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Well.
[AGENT][POSITIVE] It worked.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] If I can pull my card.
[AGENT][NEUTRAL] All right. Is there anything else that I can help you with, Miss [PII]?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Thank you. You have a nice day.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] Thank you.