AccountId: 011433970860
ContactId: 0329eb62-16bd-4998-802a-5635dafb9a08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 524729 ms
Total Talk Time (AGENT): 200697 ms
Total Talk Time (CUSTOMER): 208334 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/0329eb62-16bd-4998-802a-5635dafb9a08_20250609T16:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, I've been trying to log into my account and I know I got an email that said you'd have to re-register or something because it had changed, but once I put in the information it's saying they can't find me so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, I can help you troubleshoot that. um, real quick, can I get your name and a callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, ma'am. My first name is [PII] The last name is [PII]
[CUSTOMER][NEUTRAL] And my number is [PII].
[AGENT][NEUTRAL] What's your policy number, [PII]?
[CUSTOMER][NEUTRAL] 729-960
[AGENT][NEUTRAL] Alright, let me look it up real quick and we'll start troubleshooting together. We'll go through it together.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, now when you log in what email are you trying to use?
[CUSTOMER][NEUTRAL] Um, I'm using [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so, um, go ahead and delete your browser history for me if you can and then we'll go through this step by step together and see if we can resolve the issue. I just wanted to verify that the email that we have on file is the email that you're using, otherwise it won't work.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, so I'm there I'm at the start so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What am I searching for?
[AGENT][NEUTRAL] And you did
[AGENT][NEUTRAL] Are you at [PII]?
[CUSTOMER][NEUTRAL] Yeah, it was let me get back.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I'm not too swift on this.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] So [PII]. I
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] right.
[CUSTOMER][NEUTRAL] OK, hold on, yeah.
[CUSTOMER][NEUTRAL] OK, I'm there.
[AGENT][NEUTRAL] Right, go to create your OSC account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Click on insured.
[CUSTOMER][NEUTRAL] Did that.
[AGENT][NEUTRAL] Now only put in the information that has an asterisk. Those are the only things that are required, so let's go ahead and do that. So it should just be your last name, email, and your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I was doing everything. OK.
[AGENT][NEGATIVE] Yeah, sometimes it doesn't work um I don't know why.
[CUSTOMER][NEUTRAL] Let me put that
[CUSTOMER][NEUTRAL] OK, that's OK, let me put it in.
[CUSTOMER][NEUTRAL] Yeah, I was putting everything.
[CUSTOMER][NEUTRAL] Let's see, OK, and then.
[CUSTOMER][NEUTRAL] Yeah, it took me a minute to get.
[CUSTOMER][NEUTRAL] My birthday, I'm old. Let's see.
[CUSTOMER][NEUTRAL] There we go. OK. Got it. OK, then hit next.
[AGENT][NEUTRAL] All right, now did it send you.
[AGENT][NEUTRAL] Yep, and click next and then you'll enter your email again and click the blue button that says send verification code.
[CUSTOMER][NEUTRAL] OK, it just, OK, it says complete your account set up.
[AGENT][NEUTRAL] Yeah, click continue.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it should send you to the uh email verification part, so go ahead and put your email in.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Click send verification code. Don't fill out any of the other stuff just yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Right now there should be a box where you can add the verification code it's sent to your email um if you don't see it right away, check your spam as well.
[CUSTOMER][NEUTRAL] OK, hold on just a second.
[CUSTOMER][NEUTRAL] OK, so,
[CUSTOMER][NEUTRAL] Let me look.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I got my code, so I put that in, right?
[AGENT][NEUTRAL] Uh-huh. And then you will click uh verify code.
[AGENT][NEUTRAL] And then you'll be able to enter the password and everything that you want.
[CUSTOMER][NEUTRAL] OK, it's um.
[CUSTOMER][NEUTRAL] Where, OK, it says change email. I don't wanna change email, so.
[AGENT][NEUTRAL] Um, yeah, you shouldn't have to.
[CUSTOMER][NEUTRAL] Do I just leave that?
[CUSTOMER][NEUTRAL] OK, let me see OK new password.
[AGENT][NEUTRAL] Right, you just wanna do uh.
[AGENT][NEUTRAL] OK, yeah, go ahead and put in your password. You'll, it'll ask you to put it in twice, I believe.
[AGENT][NEUTRAL] Um, and display name is just how you want the system to, to greet you and uh to verify who you are. Uh, you can put any name that you want, but we won't be doing user names anymore when you log in it'll you'll log in through your email and you'll you'll do a verification code every time you log in. mhm so it's all it's one more step of security this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so let me do that again.
[AGENT][NEUTRAL] Then you'll just put your first name and last name.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then given name?
[AGENT][NEUTRAL] Uh, given name would be your first name, mhm.
[CUSTOMER][NEUTRAL] What would that be?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then surname will be your last name.
[CUSTOMER][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then continue, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, and it should say that it was created.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I agree to the terms, so I agree, right?
[AGENT][POSITIVE] Yes, ma'am, you'll agree, click continue.
[AGENT][NEUTRAL] And then it'll say go uh you created your account successfully and go to dashboard but it will have you sign in one more time.
[CUSTOMER][NEUTRAL] OK, it's processing. OK, your account's been correct. Go to dashboard, OK, and now I try to log in.
[AGENT][NEUTRAL] And now you'll try to log in so you'll put in your email.
[AGENT][NEUTRAL] And it'll ask for the verification code again?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's see, let me get back to that.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Do I put in the same verification code?
[AGENT][NEUTRAL] No, it'll be a different code every time so when you click send verification code, it'll be a new one. and if you uh click on it too many times it'll keep sending you verification codes, um, and once, once it's done giving you verification codes you'll use them the most recent one, but you should only have to click it one time.
[CUSTOMER][NEUTRAL] Or would I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, the dashboard, but it's.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK, hello, you can receive, OK, OK. Let's see.
[AGENT][NEUTRAL] Did you get in?
[CUSTOMER][NEUTRAL] Yeah, now it says hello [PII] you can receive claim. Do I need to verify this? New text message notifications?
[AGENT][NEUTRAL] Uh, that's only if you want to. So say you put in, you, uh, submit a claim, you can get text messages saying the status of your claim if it's been processed or if it's done being processed. Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, OK.
[CUSTOMER][POSITIVE] OK. So, OK, OK. Thank you so much. I was struggling, but I was putting everything.
[AGENT][NEUTRAL] No, you're OK.
[CUSTOMER][POSITIVE] So, OK. Thank you so much. I appreciate it.
[AGENT][POSITIVE] You're welcome. Is there anything else I can do for you?
[CUSTOMER][POSITIVE] That's it. Thank you so much. I appreciate it.
[AGENT][POSITIVE] Great, thank you for calling APL. I hope you have a great day bye.
[CUSTOMER][NEUTRAL] OK, bye-bye.
[CUSTOMER][NEUTRAL] You too. Bye.