AccountId: 011433970860
ContactId: 1e98b3ad-06a5-4779-b04a-4f176ced64d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 685090 ms
Total Talk Time (AGENT): 327953 ms
Total Talk Time (CUSTOMER): 108881 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/1e98b3ad-06a5-4779-b04a-4f176ced64d8_20250620T22:11_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Yeah, I was trying to figure out um account online.
[CUSTOMER][NEGATIVE] But it won't, it's coming up an error.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] OK, I'm sorry it was a little bit difficult to hear you um so you're trying to access the online portal and it's not letting you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, are you trying to create a new account?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so the information you enter does have to match what we have in our system so I can go ahead and get that pulled up and we'll just verify that all of that is correct um what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alrighty and then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um, I can start using your social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And then just gonna verify some information really quick. Can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Last thing I need is the email address we've got on file for you. Looks like it is a [PII] account.
[CUSTOMER][NEUTRAL] You should text him [PII].
[AGENT][NEUTRAL] OK thank you so much for verifying all of that alrighty so when you're going to create the account, is that the information that you were entering including that same email address?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, give me just a moment. I'm gonna hop on there with you and I do apologize I know that our website underwent quite a big change a couple of weeks ago.
[AGENT][NEUTRAL] And there's been a few little bugs with that and one little fix it seems is only filling out the boxes that have an asterisk and leaving the other ones completely blank. I know it sounds silly but uh it's been working. So give me just a moment. I'm gonna go ahead and give it a shot on my end and then I will let you know if that works and we will go from there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that did work for me um so it would just be you go of course go to create your OSC account you would select insured.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Put in your last name, email address and then date of birth and again I know this sounds silly but also the last thing you would enter is most likely gonna be your date of birth. make sure you click out of that box so nothing is selected and then hit next.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's an arrow.
[AGENT][NEUTRAL] OK, so let me verify this, of course, um, because I did enter it and it worked OK for me. So the email address I have that spelled as uh [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Is that, that is correct, OK, um, and then of course date of birth was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Well that is all the information I entered uh may I ask what device you're using or what browser you're using?
[CUSTOMER][NEUTRAL] Chrome.
[AGENT][NEUTRAL] Are you on a desktop or a laptop computer or are you using a phone or a tablet?
[CUSTOMER][NEUTRAL] A computer.
[AGENT][NEUTRAL] You are on a computer? OK, well I'm not quite sure why that's not working then um I mean uh it's working for me. Do you want me to go ahead and create it for you and then you can change your password?
[CUSTOMER][POSITIVE] Yes ma'am, please do.
[AGENT][POSITIVE] OK, absolutely, give me just a moment.
[AGENT][NEUTRAL] OK and then do you have access to that uh.
[AGENT][NEUTRAL] Email address right now?
[CUSTOMER][POSITIVE] I can yes I can go to it.
[AGENT][NEUTRAL] OK, so it is going to send a verification code so when you get that if you wouldn't mind just reading that code to me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] That was [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][POSITIVE] Um, I'm so sorry. Could you read it one more time?
[CUSTOMER][NEUTRAL] Is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Got it. OK, cool. Thank you. OK, give me just a moment.
[AGENT][NEUTRAL] Uh, what would you like your display name to be? Do you go by [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, we need to do that, um, and then I can just do a random password if you'd like, uh, and then you can change it after if you're comfortable with that.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK, let's just do, let's see, OK.
[CUSTOMER][NEUTRAL] That's my, that's fine.
[AGENT][NEUTRAL] I'm not quite sure what all the criteria is.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] See if it works.
[AGENT][NEUTRAL] Oh, sure did, OK.
[AGENT][NEUTRAL] OK, so now, um, go go ahead and go like you're going to sign in and I'll tell you the um the password I did was very simple um so it's just [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And then [PII].
[AGENT][NEUTRAL] And then the number [PII].
[CUSTOMER][NEUTRAL] OK, so what?
[CUSTOMER][NEUTRAL] But, say that again now.
[AGENT][NEUTRAL] OK, um, so you'd enter in that your email address the [PII] and then um it's [PII], the word password spelled out.
[AGENT][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] And then the numbers [PII].
[CUSTOMER][NEUTRAL] OK, so that's password [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah I'm so sorry about the confusion and this is there's been a ton of bugs. It's, it's been quite a mess for everybody.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Thankfully, a lot of people have found some little fixes though.
[CUSTOMER][NEUTRAL] OK, it went through.
[AGENT][POSITIVE] Awesome OK was there anything else I could help you with?
[CUSTOMER][POSITIVE] No ma'am, thank you so much.
[AGENT][POSITIVE] Alright, you are very
[AGENT][POSITIVE] Welcome. I hope you have a great rest of your weekend.
[CUSTOMER][NEUTRAL] Yes, ma'am, another thing. So once I do all that, I just, uh, send, send the um.
[AGENT][NEUTRAL] Oh yes.
[CUSTOMER][NEUTRAL] The end of my building.
[AGENT][POSITIVE] Say it again, I'm so sorry.
[CUSTOMER][NEUTRAL] When I go in my account, I I I create a new thing.
[CUSTOMER][NEUTRAL] To, uh, send the animalized building that you need, that's all you need.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, let's see, yes, yes, this is for your cancer policy, so that itemized statement that shows any uh diagnosis or procedure codes, yes ma'am.
[CUSTOMER][NEUTRAL] Ma'am.
[CUSTOMER][NEUTRAL] I got, I got different um policies. You say canceling, what else?
[AGENT][NEUTRAL] Um, I'm looking at your cancer I see right now, um, so you've got cancer and, uh, let's see, oh, the hospital indemnity, yes, OK, so both of that would be the same.
[AGENT][NEUTRAL] The only time we would need anything additional is if it were um for uh chemo radiation or immunotherapy uh we would also need the explanation of benefits from your primary insurance but otherwise that's all we need is that out of my statement.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's all you need.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Alright, thank you so much ma'am, and what's your name?
[AGENT][POSITIVE] You are very welcome. Thank you. [PII]
[CUSTOMER][POSITIVE] [PII] thank you Ms. [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You are very welcome. Thank you. Have a great day. Bye-bye.
[CUSTOMER][POSITIVE] Have a good day. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.