AccountId: 011433970860
ContactId: f16f75bc-bc3b-46b9-99b4-e62380582e13
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 468760 ms
Total Talk Time (AGENT): 219202 ms
Total Talk Time (CUSTOMER): 109055 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/f16f75bc-bc3b-46b9-99b4-e62380582e13_20250403T19:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. How are you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Good. Um, so the company I work for, uh, we used to have APL back in [PII]. We switched to somebody else last year and now as of yesterday, we're back with APL again.
[CUSTOMER][NEGATIVE] Um, I'm trying to log into the account. I have no idea what my password is because it's been over a year, and I tried to reset it and it says I don't have the option to reset my password and it said to call.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Alright, I'd be happy to help you with uh getting into your account today. What is your callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, I'll give you my personal cell. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and do you have a policy number?
[CUSTOMER][NEUTRAL] Um, I don't think they gave us that. Let me see.
[CUSTOMER][NEUTRAL] Hey
[AGENT][NEUTRAL] If not, I can try searching by your social.
[CUSTOMER][POSITIVE] Yeah, let's do that please that'd be easier.
[AGENT][NEUTRAL] Alright, go ahead with that so.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, give me just a moment. I'm going to try to access your policy by looking that up.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] It takes a little longer to search by social so um bear with me just a moment.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Well, I'm not coming up with a essential that matches.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What did you say your last name was again, Mr. [PII]?
[CUSTOMER][NEUTRAL] [PII]. First name is [PII] actually, it's [PII]
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, there you are. Well, it, your social doesn't match. OK, you told me [PII]?
[CUSTOMER][NEUTRAL] No, [PII].
[AGENT][NEUTRAL] Why did it
[AGENT][NEUTRAL] OK, that's what I've got here but for some reason it changed it to this weird number here. I, that is weird. OK, yes sir, that's what I've got, um, and I was able to locate a policy for you. I just need to verify your date of birth.
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] All right, and I just need a couple more things before we can continue. Can you verify your address for me?
[CUSTOMER][NEUTRAL] Uh, sure. My home address is [PII].
[AGENT][NEUTRAL] Perfect and I do not have a phone number listed for you. Is it alright if I save this number you gave me today?
[CUSTOMER][NEUTRAL] Yep, [PII], yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Perfect I'll get that added in and the last thing I need to verify is your email address and it looks like this 1 may be a work email.
[CUSTOMER][NEUTRAL] Yeah, that's fine. Uh, it's [PII].
[AGENT][POSITIVE] Perfect. Alright, so let me pull up your account on the OSC and see what we can do.
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] Alright Mr. [PII] let's see, OK, your user name.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] The number [PII] does that sound familiar?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Um, so if you'll do that, yeah.
[CUSTOMER][NEUTRAL] Let me try, oh, OK, hold on, uh, password is expired it must be reset.
[AGENT][NEUTRAL] OK, so click on that and let's make sure it sends it to your insignia email because it looks like we did have a Gmail account on here before but I'm showing the new email address as your work email so let's just make sure you get that email before we.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Get off the call today.
[CUSTOMER][NEUTRAL] OK, no, actually I, I, I did it to a text message.
[AGENT][POSITIVE] OK perfect OK that'll work.
[CUSTOMER][NEUTRAL] I already got it.
[CUSTOMER][NEUTRAL] So let me just make sure that I get in once I
[AGENT][NEUTRAL] Alrighty, and while you're doing that I'm gonna go ahead and update your phone number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, we are logged in.
[AGENT][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] OK, there we go, um.
[AGENT][NEUTRAL] Alright, and you should, I'm just gonna check and see if your ID card, yes, so you should still get a card. Um, I can check and see if it's gonna come to you or if it's gonna come to your employer. Give me just a second here.
[CUSTOMER][NEUTRAL] Are we gonna get, are we gonna get cards in the mail?
[AGENT][NEUTRAL] OK, and you actually should have access to your digital card through the OSC. It was uploaded um this morning great and let me check and see where that physical card's gonna go.
[CUSTOMER][POSITIVE] Yep, I got it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yes, it does look like it does look like it's gonna be mailed directly to you, so I usually say um about.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] 7 to 10 business days um for you to get that and it would have mailed out this morning.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][POSITIVE] All right, I think that's it. Thank you very much I appreciate it.
[AGENT][NEUTRAL] No problem, Mr. [PII]. Are you sure that's all I can do for you today?
[CUSTOMER][POSITIVE] Yep, we're good to go.
[AGENT][POSITIVE] All right, well thank you so much for calling APL and I hope you have a wonderful rest of your day.
[CUSTOMER][POSITIVE] Same to you. Thank you. Bye.
[AGENT][POSITIVE] Thank you bye bye.