AccountId: 011433970860
ContactId: 2733b3bb-246c-41e8-ba95-f042f8015e7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 382709 ms
Total Talk Time (AGENT): 140416 ms
Total Talk Time (CUSTOMER): 111980 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/2733b3bb-246c-41e8-ba95-f042f8015e7c_20250620T20:45_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, um, I was trying to log in online to pay a bill and it has like a whole new log in and I never used my email before I used a user ID did something change?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, I did. Um, and you're calling from the group or you're calling from your personal policy?
[CUSTOMER][NEUTRAL] Group
[AGENT][NEUTRAL] OK. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And may I have the um the group number? I'm sorry.
[CUSTOMER][NEUTRAL] 26,450
[AGENT][NEUTRAL] Thank you. Um, may I have the name of the group and the mailing address on file for verification?
[CUSTOMER][NEUTRAL] Caparella Automotive Incorporated [PII].
[AGENT][NEUTRAL] OK, thank you. And your email address?
[CUSTOMER][NEUTRAL] Um, I'm trying to think what they are, [PII].
[AGENT][NEUTRAL] Perfect, thank you. OK, so on [PII] we send out emails indicating that our platform for the OSC for the online service center was gonna be changing and we need everybody to recreate their account. So at this moment, uh, what you need to do is go ahead and create your OSC account.
[CUSTOMER][NEGATIVE] Well, I tried to do that and it said they could not find me.
[AGENT][NEUTRAL] OK, we can go ahead and do it together if you want to just go in um to our website at [PII] and let's do this together.
[CUSTOMER][NEUTRAL] OK, you have to give me a second. You went fast, so hold on here.
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][POSITIVE] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] what did you say?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Says that cannot be found secured at or secure.
[AGENT][POSITIVE] Secure.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], not at, it's gonna be [PII]
[CUSTOMER][NEGATIVE] It will not
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yeah, it won't, it will not, it will not come up let me try another browser.
[AGENT][NEUTRAL] OK. Go, go to [PII] without the secure, just [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Click on sign in.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, it should take you to the welcome to the online service center.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, go ahead and click on create your account and choose group. When you get to the next step.
[AGENT][NEUTRAL] We just need 2 things.
[CUSTOMER][NEGATIVE] It does not give me a choice.
[CUSTOMER][NEGATIVE] It does not give me a choice.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] What do you have in front of you?
[CUSTOMER][NEUTRAL] Let me go back.
[CUSTOMER][NEUTRAL] OK, create your OSC. OK, OK, now go to group. OK, I got it.
[AGENT][NEUTRAL] OK. And the next step, you're just gonna put the group number and the email address, just the group number and the email address. The rest stays blank.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Click on this.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK, it says claim not verified. needs the verification number. Oh, it's been sent to the email, OK.
[CUSTOMER][NEUTRAL] Do.
[CUSTOMER][NEGATIVE] I haven't received anything yet. Should I have received something by now?
[AGENT][NEUTRAL] OK.
[AGENT][MIXED] Sometimes it takes a minute, it takes a minute um to get it. Sometimes, sometimes it's really fast, but sometimes it takes a minute. And if you don't get it within a couple of minutes, just check your spam folder or your junk folder just in case.
[CUSTOMER][NEUTRAL] Or did it take a while?
[CUSTOMER][NEUTRAL] Oh there it is.
[CUSTOMER][NEUTRAL] So the email address was not verified. You can now your email address verified. You can now continue, so I'm logging in, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] See what it does.
[AGENT][NEUTRAL] Go ahead and put your password and all that information. Did you already do that?
[CUSTOMER][NEUTRAL] I think I I think it was already in there.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] OK, we're there. OK, thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] OK. You're welcome and thank you for calling APL. Have a good afternoon, Mr. [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.