AccountId: 011433970860
ContactId: db0cc008-8a2e-4d12-896d-d14947b1c664
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220179 ms
Total Talk Time (AGENT): 91652 ms
Total Talk Time (CUSTOMER): 62189 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/db0cc008-8a2e-4d12-896d-d14947b1c664_20250319T15:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey Ms. [PII], my name is [PII] and I'm trying to get into my um.
[CUSTOMER][NEUTRAL] My account with APO?
[AGENT][NEUTRAL] Yes, I am.
[CUSTOMER][NEUTRAL] And I forgot my.
[CUSTOMER][NEUTRAL] Password I probably forgot the user name too but.
[AGENT][NEUTRAL] OK. I
[CUSTOMER][NEUTRAL] I forgot the password.
[AGENT][NEUTRAL] I can help you with that. Now we can only provide you with your username because we can see that we won't be able to see your password, but once you get in there, you can reset it. Uh, Ms. [PII], can you provide me with your policy number please, ma'am?
[CUSTOMER][NEUTRAL] Oh, that's another thing I don't know.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I have a slightest idea.
[CUSTOMER][NEUTRAL] Let me see if I can.
[AGENT][NEGATIVE] I it it it is so vile.
[CUSTOMER][NEUTRAL] Oh wait, I know where.
[CUSTOMER][NEUTRAL] I'm with Big Mike's barbecue.
[AGENT][NEUTRAL] Your last name, is that spelled [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thank you. And and that's [PII], correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] I'm gonna see if I can find you in the system.
[CUSTOMER][NEUTRAL] And I just got a bill.
[CUSTOMER][NEUTRAL] I should
[AGENT][NEUTRAL] I think I found
[AGENT][NEUTRAL] OK, Ms. [PII], I think I found you.
[AGENT][NEUTRAL] Let's uh do a quick verification and then we can get that username for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So let's start with your date of birth and then your address.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] It's [PII] and [PII].
[AGENT][NEUTRAL] Thank you and the last bit of information, may we verify your phone number and then your email address.
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] And my email is an [PII].
[AGENT][POSITIVE] Excellent, everything is matching, so give me just one moment. Let me get your other your online service since your account pulled up.
[AGENT][NEUTRAL] OK, I have your username.
[CUSTOMER][NEUTRAL] Is it my email address?
[AGENT][NEUTRAL] Well, it's, uh, no, ma'am. It's actually NS 2672. And the only capital letter is A.
[CUSTOMER][NEUTRAL] 26
[CUSTOMER][NEGATIVE] That's the problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I got it and let me see.
[CUSTOMER][POSITIVE] I got so many things on here.
[CUSTOMER][POSITIVE] Alright ma'am I have it thank you so much.
[AGENT][POSITIVE] Wonderful. Is there anything else, Miss [PII], that we can assist you with today?
[CUSTOMER][POSITIVE] No ma'am thank you.
[AGENT][POSITIVE] Well thank you for calling APL. We hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you, ma'am. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye bye.