AccountId: 011433970860
ContactId: 016369cc-9627-4317-a74f-6a35b142230d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 483329 ms
Total Talk Time (AGENT): 136762 ms
Total Talk Time (CUSTOMER): 158384 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/016369cc-9627-4317-a74f-6a35b142230d_20250612T15:30_UTC.wav
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[AGENT][NEUTRAL] [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I am a member of APL and I'm having trouble getting into my account.
[CUSTOMER][NEUTRAL] So I first of all I'm not sure if I have signed in before.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I can help you uh create your account. I will say as of Monday last week we got a new online platform, so even if you had a previous account you'll need to recreate one. [PII], can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] And do you have your policy number with you?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] Is it alright if I look it up by your social?
[CUSTOMER][NEUTRAL] Sure. 492-864-122.
[AGENT][NEUTRAL] Alright, give me just a moment to look that up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And [PII], can I get you to verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Great, thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, um, so are you by a computer and we can walk through this?
[CUSTOMER][NEUTRAL] I am, yes.
[AGENT][NEUTRAL] OK, so go to [PII].
[CUSTOMER][NEUTRAL] Oops, hold on one second, OK.
[CUSTOMER][POSITIVE] [PII], I'm sorry?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Am
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Click create your OSC account.
[CUSTOMER][NEUTRAL] Create the list OK.
[AGENT][NEUTRAL] You'll click insured.
[CUSTOMER][NEUTRAL] Insured
[AGENT][NEUTRAL] And then I would only fill out the boxes that have an asterisk, so the last name, email, and date of birth.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It does need to be the email that we have on file so I have an AOL one on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'm sorry, what email is that?
[AGENT][NEUTRAL] Um, it's your AOL email. Is that the correct one that you want to use?
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] [PII] it's [PII].
[AGENT][NEUTRAL] Yes ma'am, is that one all right?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] That one is fine. I, I have that one and I have a work one and I can never remember which one, so.
[AGENT][NEUTRAL] Yeah, we suggest you use your personal uh account with us.
[AGENT][POSITIVE] So, uh, that works perfectly.
[AGENT][NEUTRAL] I will say, um, so you will uh log in um moving forward with your email, and what we do now is a security measure is we verify your email each time you log in.
[AGENT][NEUTRAL] Um, so just keep that in mind.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, email address, so it's easy.
[CUSTOMER][NEUTRAL] And so then I need to create a new password.
[AGENT][NEUTRAL] OK, what I would do first is put in your email and click send verification code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, send verification code, OK.
[AGENT][NEUTRAL] And then it I think it comes from Microsoft um in regards to APL or something like that. Um, if you don't see it in the next couple of seconds, uh, I would check your spam.
[AGENT][POSITIVE] It's been arriving pretty quickly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Microsoft, there we go.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Verify code. OK, all right.
[AGENT][NEUTRAL] And then, and then now you can put in the new password and everything. Mhm.
[CUSTOMER][NEUTRAL] And now change
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I hit the wrong one and put in change password or change email.
[CUSTOMER][POSITIVE] Let's see if I can go ahead and put it in. I'll be easy.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I gotta send another verification code. I am so sorry.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEGATIVE] Not the brightest at this.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] And there it is.
[CUSTOMER][NEUTRAL] Verify OK now change password OK.
[CUSTOMER][NEUTRAL] Confirm password.
[CUSTOMER][NEUTRAL] OK, so now I'm at the terms of [PII]. I agree.
[AGENT][POSITIVE] Good.
[CUSTOMER][POSITIVE] And I agree continue.
[CUSTOMER][POSITIVE] Your account has been successfully created, OK.
[AGENT][NEUTRAL] And then it'll ask you to log in with your email one more time and a new verification code will pop up.
[CUSTOMER][NEUTRAL] S
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There it is OK.
[CUSTOMER][NEUTRAL] Started to worry me and the other ones showed up much faster.
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] Verify code.
[CUSTOMER][NEUTRAL] Continue
[CUSTOMER][NEUTRAL] And I think I am in.
[CUSTOMER][NEUTRAL] Let's see there because oh wait a minute, let's see.
[CUSTOMER][NEUTRAL] OK, it's just telling me I can receive emails.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or texty OK so I think I'm in I'm just needing to file some um.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] EOB so
[AGENT][NEUTRAL] Yeah, and all of your uh claims should be in there.
[AGENT][NEUTRAL] Um, you should just be able to go to my policy.
[AGENT][NEUTRAL] And then um you can check the status of your claim and you can, you should be able to click on your claim and um include those documents.
[CUSTOMER][NEUTRAL] My balance
[CUSTOMER][POSITIVE] Perfect. OK. Well, I thank you very much.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Nope, that is it.
[AGENT][POSITIVE] Thank you so much for calling ATL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye.
[AGENT][NEUTRAL] Bye.