AccountId: 011433970860
ContactId: 2ae3a602-22f3-431c-8527-e6b070bae22a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148830 ms
Total Talk Time (AGENT): 84632 ms
Total Talk Time (CUSTOMER): 59553 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/2ae3a602-22f3-431c-8527-e6b070bae22a_20250603T20:25_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, I have a, um, uh, disability policy. My husband has one through his work and everybody in our family's on it. Um, we recently had a claim filed and he, we got a payment, but then, um, we have to upload a new form or whatever, um, before the [PII] of this month. And when I try to log into this account that we created, it's like it's not even there and I.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, so this is.
[CUSTOMER][NEGATIVE] I've I've tried verification codes. I've tried user like it doesn't even ask me for a username it asked me for an email address and that's not what it.
[AGENT][NEUTRAL] Right, so this is what.
[AGENT][NEUTRAL] So our website new website launched on Friday, so we're having a lot of technical issues. With the new system, it, like you said, it does ask for the email versus the username or password. So go ahead and click create OSC profile if you have not already and
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Follow the prompts as an insured and um it'll basically you will have to use the email, but it's, it's um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I guess confirming what's in the old system and then it's all gonna sync if you enter new information we'll display the new information. If it's the same, it'll just be the same.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, so it'll display what was already paid out and I can go and upload this time like I said upload what I need to that way.
[AGENT][NEUTRAL] Right, it, um, now again, we are having a lot of issues right now, so it's I mean a lot, so it's hard to say what's working and what's not. IT is working on everything, but um if you once you get into the system and
[AGENT][NEUTRAL] If it was, everything was working correctly, yes, everything will sync and you'll be able to see all your old claims, all your, it'll just come over to the new system, but we're having a lot of issues today. Um, it's our second day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] All right thank you I appreciate it.
[AGENT][POSITIVE] You're very welcome. Um, was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, nope, I think that was it.
[AGENT][NEUTRAL] OK, well, I'm very sorry for the inconvenience, but we are working on it and hopefully it will be corrected as soon as possible.
[CUSTOMER][POSITIVE] OK, thank you. I'm gonna go try to set up the account. Thank you for your help.
[AGENT][POSITIVE] All right. You're welcome. Have a great day.
[CUSTOMER][POSITIVE] You too OK bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.