AccountId: 011433970860
ContactId: 25da7cd2-e740-49e2-aaa0-a8c59d920298
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 725609 ms
Total Talk Time (AGENT): 218904 ms
Total Talk Time (CUSTOMER): 239335 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/25da7cd2-e740-49e2-aaa0-a8c59d920298_20250609T12:48_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, Miss [PII]. This is [PII]. How you doing?
[AGENT][NEUTRAL] Well, Mr. [PII], I'm fine. How are you today?
[CUSTOMER][NEUTRAL] I'm doing fine, um, look, I'm trying to.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] I'm trying to set up an account, uh, an online account for your OSA or OSC whatever you call it.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I, I ran into a problem and I'm seeing that I'm getting all the information that they asked for.
[CUSTOMER][NEGATIVE] I, I can't, I don't understand what the uh error would be.
[AGENT][POSITIVE] OK, Miss [PII], so I can try and help you with that. First off, what's a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your policy number?
[CUSTOMER][NEUTRAL] I do not have it.
[AGENT][NEUTRAL] OK, your full social?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment, let me see if I can locate your information.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, Miss [PII], I will need to verify several things with you first for security and any information provided with a verification of benefits and not a guarantee of payment. So first off, if you would please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The um the phone number that you gave me, the [PII]. Is that the phone number that we should have on file for you?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then the last piece, oh, well, bear with me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the last thing to verify is going to be your email address.
[CUSTOMER][NEUTRAL] OK, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so we have something different on file.
[CUSTOMER][NEUTRAL] Yeah, you may have my [PII] address.
[AGENT][NEUTRAL] OK. And what is that?
[CUSTOMER][NEUTRAL] And that's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that is the email that we have on file is that the email you want left on file for you?
[CUSTOMER][NEUTRAL] Um, no, no, I want the, uh, [PII].
[AGENT][NEUTRAL] The [PII]
[AGENT][NEUTRAL] All right. So let's do that one again. Let me get to where I can change it. OK, so your first name, what's the rest of it again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] First name De first name [PII].
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My last name [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What, what else do you need?
[AGENT][NEUTRAL] No, OK. I need for you to give me the full email address again that you want on file so that I can update it.
[CUSTOMER][NEUTRAL] OK, I thought you asked for my first name. OK, it is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so [PII]. Is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, so that has been updated. So if you were trying to use that email address when you were setting it up, that would have given you an error message.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK. I thought it was.
[AGENT][NEUTRAL] Are you where you can
[CUSTOMER][NEUTRAL] Yeah, I just, I just refreshed the screen and it may not updated yet.
[CUSTOMER][NEGATIVE] No, I'm sitting in the error.
[AGENT][NEUTRAL] OK. So let's, yeah, go back to the, OK, let's go all the way back to the first.
[CUSTOMER][NEUTRAL] I'll go back.
[AGENT][NEUTRAL] Screen.
[AGENT][NEUTRAL] And [PII] there select, you know.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OSC.
[CUSTOMER][POSITIVE] Oh it kept, he kept, he kept my information.
[CUSTOMER][NEUTRAL] Oh, OK, I might need to go out the whole thing.
[CUSTOMER][NEUTRAL] We both sign.
[AGENT][NEUTRAL] Yeah, because
[AGENT][NEGATIVE] Cause you're not gonna go to sign in first. Yeah, you're not gonna click that at all yet.
[CUSTOMER][NEUTRAL] Yeah my account.
[CUSTOMER][NEUTRAL] No, I, I clicked in set up account in account. I know I can't sign in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then when you get to the screen, [PII].
[AGENT][NEUTRAL] That after you click the one with the insured and next on the next screen only entered the three fields that have the red asterisks, the last name, email, and date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I don't have to put the social security number.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] You don't.
[CUSTOMER][NEUTRAL] I take it out.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I do get to the next page.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think.
[AGENT][NEUTRAL] And this time [PII] when you're setting it up, it is gonna ask you.
[AGENT][NEUTRAL] Two different times to enter a security code that it will send to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Whereas you know it didn't do that before.
[CUSTOMER][NEUTRAL] get that thing. OK, a new password um.
[CUSTOMER][NEUTRAL] Let me see what my given name is.
[CUSTOMER][NEUTRAL] I think it was that
[AGENT][NEUTRAL] Yeah, you can put, yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] That's not even required at this point, [PII]. So I mean, you really don't even have to.
[CUSTOMER][POSITIVE] Very good uh uh very.
[AGENT][NEUTRAL] Compla that, yeah.
[AGENT][NEUTRAL] The surname and all of that, mm mm, just to, and for your discipline name, obviously, you make that anything you want to.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I reached the time when you, uh, reach $50.
[CUSTOMER][NEUTRAL] Yeah, I got 21 claims I wanna uh submit.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And now it's telling me it's a long hand out.
[AGENT][NEUTRAL] Yeah. So then when you go back to log in, I believe that this is when it's also gonna ask you, or it's gonna send you another code. Mhm.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] And [PII], we've got a couple of user guides that I, if you want me to I can email it to you.
[CUSTOMER][NEUTRAL] Uh, OK. Uh, uh, as long as I can log in.
[AGENT][NEUTRAL] If you want me to.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Uh-huh, I, I, I said no, I probably wouldn't need it, uh, as long as I can log in.
[AGENT][NEUTRAL] OK, that's fine. Yeah, sure.
[CUSTOMER][NEUTRAL] I didn't know that it was driven by an email. I think something like this should be driven by social security number. Anybody can have.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] It's uh
[AGENT][NEUTRAL] It's changed now, so I think that two-factor authentication is gonna be required every time as well.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] OK, I can't, I didn't get a second verification code.
[CUSTOMER][NEGATIVE] Um, wait a minute, OK, this should be it. I think it won't even go through it.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I can't even make it big.
[CUSTOMER][NEUTRAL] Mm, I can't see it.
[CUSTOMER][NEUTRAL] Not even with, oh my God, it was [PII].
[CUSTOMER][POSITIVE] 832. That's right.
[CUSTOMER][NEGATIVE] You can't hardly see that verification code is so small and it and it does not take me, not on, not on me.
[CUSTOMER][NEUTRAL] To where you can see it. Welcome, OK.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] All right. Well, you're in there now.
[CUSTOMER][POSITIVE] OK. uh, I'm in there. All right, thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Well, you are certainly welcome, Ms. [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] That's it.
[AGENT][POSITIVE] OK, well then, thank you so much um for calling us this morning and I hope you have a wonderful day. Mhm.
[CUSTOMER][NEUTRAL] Alright, you do the same.
[AGENT][NEUTRAL] Alright, thanks, [PII]. All right, bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] You're welcome bye.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] I know here against cops.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it changedw.
[CUSTOMER][NEUTRAL] Uh