AccountId: 011433970860
ContactId: da5e0e86-d6db-4e1d-8ada-1a43c64bf614
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1351349 ms
Total Talk Time (AGENT): 287970 ms
Total Talk Time (CUSTOMER): 504222 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/da5e0e86-d6db-4e1d-8ada-1a43c64bf614_20250507T15:46_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is [PII], and I know I spoke to someone last week. I was trying to put claims in.
[CUSTOMER][NEGATIVE] And I had trouble with uh pass uh login and password.
[CUSTOMER][NEUTRAL] My login is going in today but I.
[CUSTOMER][NEGATIVE] Having trouble. I either put the wrong password in or something and it's not letting me get in.
[AGENT][NEUTRAL] OK, and I apologize your name is again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And Ms. [PII], do you have the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, it is, let's see.
[CUSTOMER][NEUTRAL] 247-303-3.
[AGENT][NEUTRAL] OK, thank you, ma'am. Give me one moment. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][POSITIVE] OK, thank you so much and verify your date of birth, mail address and email address.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] And um.
[CUSTOMER][NEUTRAL] [PII] is our mailing address.
[CUSTOMER][NEUTRAL] And I forgot what else you asked me for.
[AGENT][NEUTRAL] Uh, email address.
[CUSTOMER][NEUTRAL] ES [PII].
[AGENT][NEUTRAL] OK, thank you, ma'am. And so you say you tried to log on to the online service center but it gave you an error message is it and you think it may be because of your.
[AGENT][NEUTRAL] Uh, password?
[CUSTOMER][NEUTRAL] Yeah, um, I had put something in as a password last week, and it wasn't accepting it. And the woman I was speaking to on the phone said try, I think it was APL 12345 or something like that. And I put that in, and it let me in.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] Meanwhile, I went to go on today. I tried that again and that didn't work. I tried what I had put in and that didn't work. And when I was putting the claims in the other day, it eventually, I eventually got on with her help. And I had one claim left that I had to, it was a paper claim that or paper bill that came.
[CUSTOMER][NEGATIVE] From the company, and I want to scan it in on my computer at home, wouldn't let me scan it in. And I tried everything I could think of, including trying to take pictures of the camera and on my phone and send it to myself, couldn't get it in.
[CUSTOMER][NEUTRAL] This morning, I tried, let me scan it.
[CUSTOMER][NEUTRAL] So I want to add it to what I had put in last week and
[CUSTOMER][NEGATIVE] Yeah, I'm having trouble. I can't log in.
[AGENT][NEUTRAL] OK, you may have to um put in your username and then select reset or um reset password.
[CUSTOMER][NEUTRAL] Yeah, well, I did.
[CUSTOMER][NEUTRAL] I, I tried that.
[CUSTOMER][NEUTRAL] And it wouldn't, uh,
[CUSTOMER][NEUTRAL] They kept saying you're not set up for to.
[CUSTOMER][NEUTRAL] I was trying to reset the password. I put the username in, which is fine.
[CUSTOMER][NEGATIVE] And I go to next and it says there's no reset options set up on your account.
[AGENT][NEGATIVE] No reset option.
[CUSTOMER][NEUTRAL] So I'm not sure.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] So it's doing something screwy. I don't know what and
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I tried, uh, let me try one other thing and see if that works.
[AGENT][NEUTRAL] So under the log in where I ask for your username and then under submit do you see uh forgot or reset password?
[CUSTOMER][NEUTRAL] Yeah, I was trying to see if I just.
[CUSTOMER][NEUTRAL] No invalid user name or password. No, I just tried putting the APL one in and to see if that would work.
[CUSTOMER][NEGATIVE] And it doesn't like that.
[CUSTOMER][NEUTRAL] No, it's, it's not taking anything I'm putting in as a password.
[CUSTOMER][NEUTRAL] It just keeps coming back and saying.
[CUSTOMER][NEGATIVE] It's invalid.
[AGENT][NEUTRAL] As far as the password or the username?
[CUSTOMER][NEUTRAL] It's saying invalid user name or password.
[AGENT][NEUTRAL] So if you just put in your username it could be your, it could be the user name or what user name are you putting in to the system?
[CUSTOMER][NEUTRAL] Uh, well, it's actually my email address yes [PII].
[AGENT][NEUTRAL] Uh, no, ma'am, that's not the username. I can give it to you.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh, what is it?
[AGENT][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, let me get there and.
[AGENT][NEUTRAL] And then,
[CUSTOMER][NEUTRAL] That oh.
[CUSTOMER][NEUTRAL] We had a problem because
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] My old email.
[CUSTOMER][NEUTRAL] [PII] and that's all the username is?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, now let's see if that.
[AGENT][NEUTRAL] And then under submit it should say forgot or reset password to where you can click on it and um.
[AGENT][NEUTRAL] And as for your username again and then they'll send a verification code to you. You can select whether by email or by your mobile phone.
[CUSTOMER][NEUTRAL] He enters.
[CUSTOMER][NEUTRAL] OK, let me see if it lets me.
[CUSTOMER][NEGATIVE] Oh, come on.
[CUSTOMER][NEUTRAL] You know, I, I, I.
[CUSTOMER][NEUTRAL] Why are you
[CUSTOMER][NEUTRAL] I was trying to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, this is.
[CUSTOMER][NEGATIVE] Wrong user name, so let me fix that.
[CUSTOMER][NEUTRAL] And password.
[CUSTOMER][NEUTRAL] Let's see let's see if it does that.
[CUSTOMER][NEGATIVE] OK, well, it doesn't like what I put in for a password.
[AGENT][NEUTRAL] Um, are you using one of, uh, the special symbols like a, um, dollar sign or the at symbol or exclamation point or percentage symbol?
[CUSTOMER][NEUTRAL] It had an had an exclamation point in it. The other one had number sign.
[CUSTOMER][NEGATIVE] I, I've tried both of them that we used the other day and neither one is working right now.
[AGENT][NEUTRAL] OK, so it's when you uh recreate your password, um, I would say just make sure that they are.
[AGENT][NEUTRAL] The same when you put it in.
[CUSTOMER][NEUTRAL] OK, OK, let me try this again. I'm trying to think if I use something different.
[CUSTOMER][NEGATIVE] This is terrible.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Uh, it's saying invalid when I put in new. I just put something.
[CUSTOMER][NEGATIVE] Oh, come on.
[CUSTOMER][NEUTRAL] I tried putting, I tried putting in a new.
[AGENT][NEUTRAL] So when you
[CUSTOMER][NEGATIVE] Oh, come on.
[CUSTOMER][NEGATIVE] Doesn't like that and it won't let me put in a new password.
[CUSTOMER][NEGATIVE] Doesn't like, doesn't like what I'm.
[AGENT][NEUTRAL] Because you have to have one lower case, a number, uh 8 characters minimum and uppercase, and a symbol.
[AGENT][NEUTRAL] And it must not contain user name. OK.
[CUSTOMER][NEUTRAL] I, I've done that.
[CUSTOMER][NEGATIVE] It won't accept. I've tried changing it. I've tried putting in.
[CUSTOMER][NEUTRAL] What we had from before.
[CUSTOMER][NEUTRAL] And um,
[CUSTOMER][NEUTRAL] Let me try one more thing.
[CUSTOMER][NEUTRAL] Try that.
[CUSTOMER][NEGATIVE] No, it's, now it says account is locked. I've tried it too many times.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I have unlocked it, so should.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, the username is [PII], and it's all lower case, right?
[AGENT][NEUTRAL] Uh, it doesn't look like it's case sensitive.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm trying, well.
[CUSTOMER][NEUTRAL] Trying to
[CUSTOMER][NEUTRAL] Yeah, but I'll get rid of this where it says.
[CUSTOMER][POSITIVE] Well, that said it was locked so OK now.
[CUSTOMER][NEUTRAL] OK, now.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Uh, when you had hit select or forgot password or reset password, did they send you a verification code?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] And I just tried, well, I just tried putting something else in to see if it let me change the password.
[CUSTOMER][NEGATIVE] And I didn't accept it.
[CUSTOMER][NEUTRAL] You're saying it's [PII] as the username.
[CUSTOMER][POSITIVE] It keeps coming up that I saved it with my
[CUSTOMER][NEGATIVE] Email address which isn't right either.
[AGENT][NEUTRAL] Give me one moment because.
[AGENT][NEUTRAL] make sure
[AGENT][NEUTRAL] And your email address, you said [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, let me change one other part. Give me one moment.
[AGENT][NEUTRAL] Because it looks like in one of our system we had uh we had [PII]. So I changed it to.
[CUSTOMER][NEUTRAL] Well, that
[CUSTOMER][NEGATIVE] That email no longer exists.
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK, so that's probably the reason why.
[AGENT][NEUTRAL] And usually or typically when you reset a password, you should receive um requests to where if you want to reset your password if you want the method verification code to be emailed or sent through phone.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it didn't give you that option?
[CUSTOMER][NEUTRAL] Well, it had, it didn't.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Because after you put in your username and then hit forgot or reset password, it should pop up to reset your password and ask you for your username again and then you hit next and then it'll say reset your password, choose the delivery method of your verification code.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] OK, I
[CUSTOMER][NEUTRAL] Put the email address in as the username.
[AGENT][NEUTRAL] That's not the username. No, ma'am. Your username is [PII].
[CUSTOMER][NEUTRAL] Uh,
[AGENT][POSITIVE] Just that is your username, yes ma'am.
[CUSTOMER][NEUTRAL] OK. Well,
[CUSTOMER][NEUTRAL] OK, I've got that back in now, reset password.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm going to.
[CUSTOMER][NEUTRAL] Change the password.
[CUSTOMER][NEUTRAL] OK, and hit save.
[CUSTOMER][NEUTRAL] Oh, I think.
[CUSTOMER][NEUTRAL] When I get that.
[CUSTOMER][NEUTRAL] Now it came up choose the delivery method for your verification.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK, I can hit mobile phone and say send.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] 1
[CUSTOMER][NEUTRAL] 7
[CUSTOMER][NEUTRAL] 9
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] Of the
[CUSTOMER][NEGATIVE] Because the PIN is not valid.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Please create a new password.
[CUSTOMER][NEGATIVE] It didn't like what I put in, I don't know.
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Yes, ma'am, I'm here.
[CUSTOMER][NEUTRAL] Oh, OK. When I went to look at the thing, I thought I lost you. I went to get the.
[AGENT][NEUTRAL] Oh, no, ma'am. I'm sorry. It just quiet, um, just in case you need him here, but, uh, and it gave you an error message when you put in a new password.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and did you, OK, it says password must be different from the last 6 passwords by at least one character and cannot contain the username.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I don't know what the last 6 passwords were.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, let's try something else.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And it must have a minimum of 8 characters.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, let's try this.
[CUSTOMER][NEUTRAL] Oh wait a minute.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I just tried something different.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it says update.
[CUSTOMER][NEUTRAL] Well, that's
[CUSTOMER][NEUTRAL] Hope
[CUSTOMER][NEGATIVE] Oh, come on.
[CUSTOMER][NEGATIVE] It doesn't like this one either.
[AGENT][NEUTRAL] OK. You have one uppercase, one lower case?
[CUSTOMER][NEUTRAL] I'm guessing. Oh wait a minute, it's just loaded.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I did. It just, it just went in.
[AGENT][POSITIVE] OK, good deal.
[CUSTOMER][NEGATIVE] I don't believe it.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][POSITIVE] Thank you. I appreciate your help.
[AGENT][POSITIVE] Yes I am. Oh you're welcome.
[CUSTOMER][NEUTRAL] I, I, I'm like, remember your last six passwords. Do you know how many?
[CUSTOMER][NEUTRAL] Passwords.
[CUSTOMER][NEGATIVE] And then it didn't like it, and then it said, do it again.
[CUSTOMER][POSITIVE] Thank you. I appreciate your help. I'm gonna try to get this last scan documented and then I quit for the day.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh no, I understand. I too, yes, ma'am. And just to let you know, uh, it won't let you scan onto a claim that's already been received and processed, so you have to do it as a new document or a new claim.
[CUSTOMER][POSITIVE] Thanks a lot.
[CUSTOMER][NEUTRAL] OK, so I can't use the claim form from the other day.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Is that what you're saying?
[AGENT][NEUTRAL] No, I'm saying like since we had a claim that was received and it's uh been processed, it won't let you add on to that, so you have to do like a new claim, like it's like it was, if it was a brand new claim, yes, ma'am.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] OK, thank you I appreciate it.
[AGENT][POSITIVE] Oh, you're welcome.
[CUSTOMER][POSITIVE] Have a great day.
[AGENT][POSITIVE] Alright, you too, Ms. [PII] and thanks for calling APL.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Bye-bye.
[AGENT][NEUTRAL] Bye.