AccountId: 011433970860
ContactId: 1b8a0408-312d-45c0-9c1d-dc68cc435540
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 689820 ms
Total Talk Time (AGENT): 267491 ms
Total Talk Time (CUSTOMER): 296157 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/1b8a0408-312d-45c0-9c1d-dc68cc435540_20250606T22:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I was just calling to see, um, I actually just called and spoke with [PII], and she informed me I was having trouble signing, um, but she informed me that their website or y'all's website, there was a, a change, a major change, so she told me I would have to re-register um with my email, but that's not working either.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, I can, I can try and help you with that. Can I get your name and a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. Um, my name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Last name is [PII]
[CUSTOMER][NEUTRAL] Uh, phone number is [PII].
[AGENT][NEUTRAL] [PII], do you have your policy number with you?
[CUSTOMER][NEUTRAL] I do. It's 02376652.
[AGENT][NEUTRAL] OK, let me look that up real quick and we'll go through the, the steps and we'll make sure that we, that everything um that you need to sign in is verified that it's right um on both parties so we'll be able to try and fix it together.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got you. OK.
[AGENT][NEUTRAL] And while I'm verifying you if you would go ahead and um.
[AGENT][NEUTRAL] Um, delete your browser history, that way it can go a little bit smoother whenever we go through the rest of this, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, I got you.
[AGENT][NEUTRAL] And so, just whenever you're ready, um, I need you to verify your date of birth for me first.
[CUSTOMER][NEUTRAL] OK. Uh, let's see.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] I should have probably not ever used my work computer. Um.
[CUSTOMER][NEUTRAL] Because it's saying your browser is managed by your organization even though I'm under my.
[AGENT][POSITIVE] You're right, yeah.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, um, cause it's not letting, it doesn't, doesn't do anything when I
[AGENT][NEUTRAL] Oh, that's OK. Uh.
[AGENT][NEUTRAL] It should just help make it a little bit smoother, but we should still be able to do it without the browser history or we can at least go over it and then um if you have a personal computer, you can try it from there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] If I
[CUSTOMER][NEUTRAL] Yeah, um,
[CUSTOMER][POSITIVE] I do. I can always, you're right, I can.
[CUSTOMER][NEUTRAL] Let me go ahead and
[CUSTOMER][NEUTRAL] At least that way we know when I just need to get in somehow.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] You try that. Um, yeah, I'm, I'm ready when you are.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, and then what is your mailing address that we have on file?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII], that's [PII]. [PII], sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the phone number that we have on file is the one that you're calling from?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And just to verify, give me just one moment.
[AGENT][NEUTRAL] What is the email that you tried to use when signing up?
[CUSTOMER][NEUTRAL] I tried using, um, of course, my personal, but also my work, cause either one wasn't taking, so when it didn't take my personal, I tried my work. Um, so my personal is [PII] [PII], and my work is [PII]. [PII].
[CUSTOMER][NEUTRAL] And that's who I'm insured.
[CUSTOMER][NEUTRAL] Buy under this plan, I guess to say, insured by you, but under employee, employment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's spelled um just to verify, [PII], correct?
[CUSTOMER][POSITIVE] Yes, you got it.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So are you at secured.mublic?
[CUSTOMER][NEUTRAL] Um, let me get there on the personal.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so there's APLOSC is that
[AGENT][NEUTRAL] Um, you'll go to [PII].
[CUSTOMER][NEUTRAL] Got it. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then just um there's an option that says sign up, would that be?
[AGENT][NEUTRAL] Uh, it should say create your OSC account.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Does it say welcome to the online service center and then has all of this um.
[CUSTOMER][NEUTRAL] OK, looks like.
[CUSTOMER][NEUTRAL] Yeah, it looks yes and then create your OSC account mhm and then agency, I mean I'm just.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, then you'll click insured.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] And last name.
[AGENT][NEUTRAL] And I would only do try doing only the uh boxes that have an asterisk because those are required so like member ID, social, zip code, anything like that if it's not required um let's try not putting that in first you can always update it later um but sometimes that helps.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK and then um should I just use whatever email I want?
[AGENT][NEUTRAL] Um, so because you had an OSC account prior, if you would like me to change it to the other email, um, I can go ahead and do that. We'll need to re-verify that email address so I can type it and then, um, give me a moment to make sure that it updated in the system and then we can move forward. So do you wanna use your personal, uh, email?
[CUSTOMER][NEUTRAL] Or should I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I can use my work, that's no problem if that's the one already registered because I just remember when I signed up originally, I had just created like a member or like a user um ID so that's what I had this whole time, so I can't, I don't remember what email I use, um, but if it's my work, I'll just use that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah and then um.
[AGENT][NEUTRAL] Yeah, and then you won't need a user ID anymore um you'll sign up through your or you'll sign in through your email.
[CUSTOMER][NEUTRAL] OK, so my work, I'll, I'll use my work and then log in with that moving forward, is that what you're saying yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, um, and if you ever need to change it, uh, you can call us back and we can work on changing that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got you. OK. All right, so I just all the.
[CUSTOMER][NEUTRAL] Areas, oh, I guess it doesn't need my residential zip so I won't use that. So name, email, and date of birth, and we'll.
[AGENT][NEUTRAL] That should be all you need.
[CUSTOMER][NEUTRAL] Next.
[AGENT][NEUTRAL] And then it'll ask you to complete your account hm.
[CUSTOMER][NEUTRAL] Yeah, it, it brought up the.
[CUSTOMER][NEGATIVE] Oh, I wish it says no user is found.
[CUSTOMER][NEGATIVE] Um, it just has the error.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, let me check and see what our.
[CUSTOMER][NEGATIVE] Sign up error.
[AGENT][NEUTRAL] Well our system shows and let's see what's going on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So what did it ask you? It just ask for your last name?
[CUSTOMER][NEUTRAL] Email and date of birth.
[AGENT][NEUTRAL] Email address and date of birth, OK, which we verified so that should have worked.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah last name and I'm like sure I spell everything and no typos or anything at [PII]. Let's see oh complete your account set up. OK, continue.
[AGENT][NEUTRAL] OK, there we go.
[CUSTOMER][POSITIVE] Awesome. So I think this looks promising.
[AGENT][NEUTRAL] So put that email in again and click send the verification code before you enter the password and everything um or else it'll say that it can't find you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, because it's gonna ask to verify your email first, mhm.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then if you don't see a verification code within uh I mean people have been getting it pretty quick while I'm on the phone with them if you don't see it pretty soon, check your spam because sometimes it heads there.
[CUSTOMER][NEUTRAL] Yeah.com.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I've heard people say it's from Microsoft, but I'm not 100% on that.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Yeah, right. Microsoft on behalf of American Public Life. OK, cool. 1 249.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, looks like it took, so let me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I believe it will ask you for a password.
[AGENT][NEUTRAL] Uh, your given name is your first name, surname, last name, um, and if it asks you for a display name, that's just what you would like it to show up on your account, um, so typically you could just put your first name if you would like, um, you won't ever need it to log in.
[CUSTOMER][NEUTRAL] Oh, got you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And you said surname is what?
[AGENT][NEUTRAL] Surname is your last name?
[CUSTOMER][NEUTRAL] Is that, is that just
[CUSTOMER][POSITIVE] Last name, OK. Well, different. I, I haven't seen those surname and um OK, so looks like we're in good shape.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then it will say that your account created and it'll ask you to go to your dashboard I believe and uh you will sign in you'll log in again and then you'll send a verification code and it'll do a verification code every time you log in um when you sign in with your email address and that's a new security feature that we added so you'll need a verification code every time you log in mhm.
[CUSTOMER][POSITIVE] Awesome. Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] OK. Sounds good. OK, it looks, uh, it looks like I'm all set. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] Alright thank you so much for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye.