AccountId: 011433970860
ContactId: e70a17ab-e0f9-466f-a5b5-dcb0ac8c05b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 135149 ms
Total Talk Time (AGENT): 39958 ms
Total Talk Time (CUSTOMER): 68204 ms
Interruptions: 0
Overall Sentiment: AGENT=3.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/e70a17ab-e0f9-466f-a5b5-dcb0ac8c05b2_20250312T13:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm calling because I can't remember my user name to log in online.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, I can definitely help you get your username. May I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII]
[CUSTOMER][NEUTRAL] My last name is [PII]
[CUSTOMER][NEUTRAL] And I'll give you my cell number [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have your policy number?
[CUSTOMER][NEUTRAL] Um, let's see, 02123554.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And I have you here, [PII], can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] My mailing address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the email is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. So the username I'm showing is [PII]. It's all lowercase.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, and then that should let me reset my password right? let's see.
[CUSTOMER][NEUTRAL] OK, yep, it's gonna let me go in and reset my password.
[AGENT][POSITIVE] You got it? OK, good.
[CUSTOMER][POSITIVE] Perfect thank you [PII] so much.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Yeah, bye bye.