AccountId: 011433970860
ContactId: f64b77e8-553e-449a-9e48-fb74967e2305
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197050 ms
Total Talk Time (AGENT): 74216 ms
Total Talk Time (CUSTOMER): 95599 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/f64b77e8-553e-449a-9e48-fb74967e2305_20250310T19:41_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] Yes, I was attempting to log in on your online service center and um I'm pretty sure I know my password but I for the life of me cannot remember my user name.
[CUSTOMER][NEUTRAL] And it you say an invalid username or password, and I'm thinking, OK, call the number, break down.
[CUSTOMER][NEGATIVE] I'm like, I tried everything and I'm thinking, right, something's not right, so.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Mm no problem I'd be happy to help you with getting into the service center today uh are you calling about a group log in or your individual log in?
[CUSTOMER][NEUTRAL] My individual, my.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] And [PII]
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, Ms. [PII], and just in case we get disconnected today, what's a good phone number I can call you right back at?
[CUSTOMER][NEUTRAL] Um, you can call my cell, um, [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And do you have your policy number?
[CUSTOMER][NEUTRAL] I do. Policy certification number is 01848876.
[AGENT][NEUTRAL] All right, Ms. [PII]. Give me just a second. Let me get your policy pulled up.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] All right. I just need to verify a couple more things, Ms. [PII]. What is your date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And your address?
[CUSTOMER][NEUTRAL] It's [PII]. Excuse me.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] No problem and you already gave me your phone number, so the last thing I need is your email address.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, I usually use my personal which is [PII] [PII].
[AGENT][NEUTRAL] Perfect, that's the one I have, and give me just a second. I'm gonna pull you up in the online service center and see what that um username is.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Alright, the username I'm showing is [PII].
[CUSTOMER][POSITIVE] Uh, you know, I said [PII], [PII], [PII], yeah, email address, but I never thought to put the dog onw, [PII], right, you know that that's so smart, you know. I just did [PII] Alright, thank you for your help. I appreciate it very much.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] No problem, Ms. [PII]. Was there anything else I can do for you today?
[CUSTOMER][POSITIVE] No, you thank you.
[AGENT][POSITIVE] You are welcome. You as well, and thank you so much for calling APL.
[CUSTOMER][POSITIVE] Have a lovely day.
[CUSTOMER][POSITIVE] You thank you bye now.
[AGENT][NEUTRAL] Mm. Bye-bye.