AccountId: 011433970860
ContactId: 02e03599-0c25-4f1b-95f4-5f22075aaa98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250139 ms
Total Talk Time (AGENT): 148295 ms
Total Talk Time (CUSTOMER): 88937 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/02e03599-0c25-4f1b-95f4-5f22075aaa98_20250605T12:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. Uh, I was trying to just just check the status of my, uh, continuous claim form for disability. I used to go online, but you guys online service changed. I couldn't get in there, said they don't know my email or something as well.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm, OK, yeah, so the online service center did change this week, [PII], so everybody is having to create like a new username and password and all that. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, uh-huh.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] I'll give it to you.
[CUSTOMER][NEUTRAL] Alright, just a second.
[CUSTOMER][NEUTRAL] It's 244-456-6.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then if I could just get your date of birth and then complete address.
[CUSTOMER][NEUTRAL] Yeah, uh, date of birth [PII] [PII].
[AGENT][NEUTRAL] OK, and then do you recall the email we would have on file?
[CUSTOMER][NEUTRAL] Yeah, I would think it'd be uh [PII].
[AGENT][NEUTRAL] Mhm. Yup, that's the one. OK.
[AGENT][NEUTRAL] So I'm definitely I can check on the claim for you but let's see, did you try um on the sign in page did you click create your OSC account? Did you try that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, now, and I put the email in there and it said email email is not verified.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, so when you click on create OSC account you click insured and then when you click next.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It'll ask for your last name, social, zip, email, and date of birth.
[AGENT][NEUTRAL] And then when you
[CUSTOMER][NEUTRAL] I tried again, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So then when you click next OK I was just gonna say when you click next again then it should send you like the verification email some people are getting tripped up where you put in the code and then there should be a button to click that says verify email.
[CUSTOMER][NEUTRAL] Uh, I'm not by my computer and then I try.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then once you do that, you should be able to then create the password to log in.
[CUSTOMER][NEUTRAL] Yeah, it, it jumps me back to my email is not verified or something because yeah if you put that code and it sends you the code, then you put that code in and you put like code verified or something or verify or something like that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, right, right. OK. Hmm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I tried again, so you guys been getting calls about this though?
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yeah, so it's been people are getting confused on the verify email and we were having some issues earlier in the week, like technical issues to my knowledge though they've all been resolved so like going forward the user name should be the email you're always gonna use that and then whatever the password is, it's not gonna be like it was before.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You have to change, OK, I'll go play with it again when I get to my computer.
[AGENT][NEUTRAL] OK. Um, the, the recent claim you have, let's see.
[CUSTOMER][NEUTRAL] So what, yeah.
[AGENT][NEUTRAL] OK, so it looks like your benefits are gonna be released on the [PII], which is pretty standard. Um, it looks like um it's not asking for anything, it just says benefits pending will be released on the [PII], so looks like you should be good.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I go play with that computer then see if I can get back in there again, appreciate.
[AGENT][POSITIVE] OK, yeah, no, absolutely, and if when you're sitting there, if you have problems, definitely call us because we can try and troubleshoot like if you're right in front of the computer, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] Alright you got it thanks appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good one.
[AGENT][NEUTRAL] Bye