AccountId: 011433970860
ContactId: 2ba3772b-9929-4e50-a787-616a0b89967a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 657880 ms
Total Talk Time (AGENT): 93566 ms
Total Talk Time (CUSTOMER): 95989 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/2ba3772b-9929-4e50-a787-616a0b89967a_20250610T18:42_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Hi, I'm calling because.
[CUSTOMER][NEGATIVE] So I try to log in into my account online and it says that it can't find me like it can't find an account with.
[CUSTOMER][NEUTRAL] With the information reported.
[AGENT][NEUTRAL] OK, um, do you have your policy number?
[CUSTOMER][NEUTRAL] Even even though I've logged in a bunch of times before.
[CUSTOMER][NEUTRAL] Did you guys change the system or something?
[AGENT][NEUTRAL] Yes, you'll have to create your OSC account over again.
[CUSTOMER][NEUTRAL] Oh wow, um, but wait.
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] No, I can give you my social.
[AGENT][NEUTRAL] OK, that's that.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. I didn't hear the last number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] And your first and last name?
[CUSTOMER][NEUTRAL] It will come.
[AGENT][NEUTRAL] OK, uh, let me get your policy pulled up and verify the information before you, um, log in.
[CUSTOMER][NEUTRAL] Yeah, because, um,
[CUSTOMER][NEUTRAL] I did, uh, I went on the website I clicked like to register again thinking that it was probably that.
[CUSTOMER][NEGATIVE] And then I clicked on the insured option and it it couldn't find me.
[AGENT][NEUTRAL] OK. What's your date of birth?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, [PII], is that right?
[CUSTOMER][NEUTRAL] No, that's I'm doing something.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, it's not [PII].
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. Uh, we have 921-88. What's your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] A [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's not 21 at all. It's not [PII].
[AGENT][NEUTRAL] OK, and then we don't have an email address on file and you won't be able to log in without an email. What email address would you like to put on file?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. And then let me correct your date of birth. It's not gonna work until that's corrected.
[AGENT][NEUTRAL] [PII], correct?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Can you also verify that since I have my spouse there that they have the correct information as well?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] She's the how muchpo on the on the uh.
[CUSTOMER][NEUTRAL] On my on the account.
[CUSTOMER][NEUTRAL] Can you just make sure that the current information is correct?
[AGENT][NEUTRAL] Uh, yeah, hold on just a second.
[AGENT][NEUTRAL] Um, can I place you on a brief hold? Having trouble changing your date of birth. Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, is this not the right one?
[AGENT][NEUTRAL] OK, that's what it is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so sorry about that. OK, so it should work now. um, you'll go to create your OSC account.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Um, pick insured.
[CUSTOMER][NEUTRAL] I'm sorry, give me one second.
[AGENT][NEUTRAL] So it's
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] I think 14.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm sorry about that.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Hello? Yeah, it was an accident right in front of me.
[AGENT][NEUTRAL] Yes, can you hear me?
[AGENT][NEUTRAL] Oh, OK, sorry.
[CUSTOMER][NEUTRAL] So you think that will work already if I try to create a new account?
[AGENT][NEUTRAL] Yes, it should. So you'll go to create your OSC account. I've updated your birth date, put your email address in that you gave me, and it should work with that information.
[CUSTOMER][NEUTRAL] And then when I go create, I do it as insured, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK perfect. OK well I appreciate your help thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day. Bye bye.