AccountId: 011433970860
ContactId: ce522a3e-0ae6-44da-9164-f8df99a6ca82
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 359100 ms
Total Talk Time (AGENT): 150140 ms
Total Talk Time (CUSTOMER): 173572 ms
Interruptions: 5
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/ce522a3e-0ae6-44da-9164-f8df99a6ca82_20250502T13:56_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], good morning. This is [PII] and I'm a policyholder of APL and I have
[CUSTOMER][NEUTRAL] Uh, logged in before, but.
[CUSTOMER][NEGATIVE] Now it's not recognizing my uh whether it's password or user name. I think the problem is yeah the problem is that I'm also the administrator for the employer.
[AGENT][NEUTRAL] OK, Mr. [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so Mr. [PII], are you trying to, so you're trying to sign in for your personal account, is that correct?
[CUSTOMER][NEUTRAL] So yeah.
[CUSTOMER][POSITIVE] Correct, that is correct.
[AGENT][POSITIVE] Yes, sir. Well, I can help you with that. And what is a good callback number for you, please?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is your policy number, please?
[CUSTOMER][NEUTRAL] Oh, OK, hang in there. I was just.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And if it is easier, I can try and look it up by your full social, just whichever is better.
[CUSTOMER][NEUTRAL] Oh, I have the invoice. Hold on, hold on, I have the.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have the most recent invoice with everyone's name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So does everyone have the same policy number no, OK, here it is. I am 026.
[AGENT][NEUTRAL] I do not.
[CUSTOMER][NEUTRAL] 05164
[AGENT][NEUTRAL] OK, thank you. So give me a moment please to get your information pulled up and then I will need to verify several things with you first for security. So just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you does um match the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, thank you. And lastly your email address, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII] for verifying all of your information. OK, so I, I can provide you your username or the, your personal account and then um your account was locked, you were locked out so I have unlocked it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you don't remember your password then you would just have to do forgot password to set a new one but.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I, I, I, I do. Let me try signing in again. Is that what you want me to do? OK.
[AGENT][NEUTRAL] OK, so it's, yes, sir, but your your username.
[CUSTOMER][NEUTRAL] [PII] OK, let me, let me give this a shot. OK, so let's see, cancel that.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Alright, so log in right here we go.
[AGENT][NEUTRAL] Alright. Give me just one second. Let me make sure it is completely unlocked, OK, before you try it cause it's
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so it does show.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] I'm just double, I just want to double check. OK, so, yes, sir, it is unlocked.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] All right, here we go.
[AGENT][NEUTRAL] Fingers crossed.
[CUSTOMER][NEUTRAL] I submitted, I submitted it didn't work. OK, let me get out of there altogether. I'll come back in.
[CUSTOMER][NEUTRAL] Let me ask you this question is the website for personal use the same as the website for administrative use?
[AGENT][NEUTRAL] Well, yes, you would still go to the online service center page.
[AGENT][NEUTRAL] Just to the um [PII]?
[CUSTOMER][POSITIVE] OK, OK, let's do it.
[CUSTOMER][NEUTRAL] Yeah, OK, I'm gonna go there right now.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you would just, if it's not already popped up, it's log in, you would enter your username and, and the password if you remember it.
[CUSTOMER][NEUTRAL] OK, personal.
[CUSTOMER][NEUTRAL] All right, here we go.
[AGENT][NEUTRAL] Cause you should see a lady with a yellow top on. OK.
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] OK, we're gonna I'm gonna show it just to make sure that looks good submit.
[CUSTOMER][NEUTRAL] I'm thinking my password is is wrong.
[CUSTOMER][NEUTRAL] I'm thinking my password is off if we can reset the password.
[AGENT][NEUTRAL] Yes sir you would just do click on that first screen where you entered your username mhm forgot or reset password, yes sir.
[CUSTOMER][NEUTRAL] Just to click on the reset.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, alright, let me make sure it recognizes my user name and then we'll be OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, and we're gonna go next.
[CUSTOMER][NEUTRAL] Mobile
[CUSTOMER][POSITIVE] OK, looks like I'm in and I can put a new password alrighty well thank you for your help.
[AGENT][POSITIVE] Absolutely. Well, you are certainly very welcome. It was my pleasure. Is there anything else I could help you with today?
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][POSITIVE] I think we're good. I think I can take it from here, [PII]. Thank you very much. Have a good weekend.
[AGENT][POSITIVE] OK. OK, mister. I hope you do too, and thank you again for calling APL. Yes, sir.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Alrighty bye bye bye.
[AGENT][NEUTRAL] Bye-bye.