AccountId: 011433970860
ContactId: f047d815-6ae0-402d-bab6-df7de9ed1b53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 563880 ms
Total Talk Time (AGENT): 146982 ms
Total Talk Time (CUSTOMER): 212513 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/f047d815-6ae0-402d-bab6-df7de9ed1b53_20250212T15:17_UTC.wav
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[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is An[PII]How may I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hello An[PII]my name is No[PII]I'm with the IT department for GOV Insurance Agency. Uh, I need some assistance. We just got, well, I just, I'm helping my operations manager Me[PII]She, she got her credentials windows up, but, um, I guess we mis mis uh misclicked on something. We kind of locked her account. Her, her username is No[PII]Go ahead.
[AGENT][NEUTRAL] OK, wait, wait, wait, wait. Hold on one second. May I, can you repeat your name for me, please?
[CUSTOMER][NEUTRAL] No[PII].
[AGENT][NEUTRAL] And where are you calling from?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] GLV Insurance Agency.
[AGENT][NEUTRAL] GOB Insurance Agency.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And what's a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Is 56[PII].
[CUSTOMER][NEUTRAL] Extension 214.
[AGENT][NEUTRAL] Thank you for that. And what's the reason for the call today?
[CUSTOMER][NEUTRAL] That we, we received, uh, APLs, uh, credentials basically just to get access to the online service center and we, we're trying, we were setting up the account for one of the accounts we we received to set up on, but I guess we locked it by accident we were trying to access I guess we missed clicked on a on a password or anything we're just trying to get it unlocked and get a new password for it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're a group and you're trying to access the online service center and you've been locked out.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's your group number?
[CUSTOMER][NEUTRAL] Uh, good question, uh.
[CUSTOMER][NEUTRAL] I don't see how I don't see any emails of our group number. I only know the username.
[CUSTOMER][NEUTRAL] It's No[PII]nless that's what it means.
[AGENT][NEUTRAL] Well, no, you have a group number with us. You said you have the, did you receive any ID cards or your policy certificates with us?
[CUSTOMER][NEUTRAL] Let me see, I wonder.
[CUSTOMER][NEUTRAL] I'm trying to find out
[CUSTOMER][NEUTRAL] No, no, there's no group number at all. I'm not, I'm not necessarily, uh, I'm not a patient or anything. This is just I'm just on another company that we're trying to access our online service basically.
[AGENT][NEUTRAL] Right, but that company is, is a group. So your group has a number, that's all your employees will be under your group number. So do you have like, I'm trying to get to the group so I can access your online service in order to get.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Here's a list of usernames for each of the GOV groups you'll need to set up passes for each group.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I'm thinking this should be this one and uh 24 yeah 24663 I'm guessing that's the one I believe.
[AGENT][NEUTRAL] OK, let me see, hold on one second.
[CUSTOMER][NEUTRAL] Yeah, she, she emailed me the forward me the email that I was supposed to get it, I guess.
[AGENT][NEUTRAL] It's OK. Hold on one second. You said 246-63?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, you know
[CUSTOMER][NEUTRAL] You know, and that's usually be authorized.
[CUSTOMER][NEUTRAL] Um, first
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] OK, so I believe I just located it. Hold on one moment, I'm going to the online service center.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] He[PII]
[CUSTOMER][NEUTRAL] [PII] don't
[CUSTOMER][POSITIVE] Oh, that makes sense yeah.
[AGENT][NEUTRAL] OK, and I see the username here and I just need you to verify um the group's mailing address and phone number.
[CUSTOMER][NEUTRAL] Yep it is
[CUSTOMER][NEUTRAL] Yeah, and No[PII]nd the phone number should be her direct ID is 56[PII].
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] All right, and I have you here. Do you mind if I place you on just a brief hold um while I get the instructions on lockouts?
[CUSTOMER][POSITIVE] Yep perfect.
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] He, I don't know, the call's recorded, so whatever. He talks like.
[AGENT][NEUTRAL] Said the name like it's him, then said I don't know.
[AGENT][NEUTRAL] Um, what am I doing? Oh, let's see.
[AGENT][NEUTRAL] No, no not that this is the world.
[AGENT][NEUTRAL] Wait, what?
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Hello No[PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you so much for holding. I apologize for that wait. So I'm gonna go ahead and get you over to group billing so that they can assist you with the um lockout further, OK?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] Perfect, thank you.
[AGENT][NEUTRAL] You're welcome, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring
[CUSTOMER][NEUTRAL] Mm thank you for calling APL. This is Ke[PII]Can I help you?
[AGENT][NEUTRAL] Hey Ca[PII]this is An[PII]n the care team. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] I'm doing good. I have a group contact on the other line. They're um locked out of the online service center.
[CUSTOMER][NEUTRAL] What's the group number?
[AGENT][NEUTRAL] 246-663.
[CUSTOMER][NEUTRAL] To what?
[AGENT][NEUTRAL] 246-63.
[CUSTOMER][NEUTRAL] 63
[CUSTOMER][NEUTRAL] then
[CUSTOMER][NEUTRAL] All right, I have unlocked it for him.
[AGENT][POSITIVE] Oh, OK. Well, thank you. Thank you. All right, bye-bye.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] You're
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hello, No[PII].
[CUSTOMER][NEUTRAL] Yep.
[AGENT][POSITIVE] Thanks so much. So it has been unlocked, so you should be able to reset that password using your username now.
[CUSTOMER][POSITIVE] Perfect. Let me go ahead and do that now while you're on the phone. Just wanna make sure I'm quick, uh, let's see here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Let me have accounts forget password user names and.
[CUSTOMER][NEUTRAL] Primary and.
[CUSTOMER][NEUTRAL] Verification code sent.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] Alright, I'm seeing I'm able to now right, so I'm gonna put the new password in here.
[CUSTOMER][POSITIVE] And there you go alright I appreciate your help thank you.
[AGENT][POSITIVE] OK. You're very welcome. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] Alright, well, thanks for calling AP[PII]I hope you have a great day.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.