AccountId: 011433970860
ContactId: 35e8e6d1-c118-4eb6-b81c-473b232ef323
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 844570 ms
Total Talk Time (AGENT): 253306 ms
Total Talk Time (CUSTOMER): 256980 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/35e8e6d1-c118-4eb6-b81c-473b232ef323_20250610T16:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I, uh, was active with group number 26 sorry I just lost it 24264.
[CUSTOMER][NEUTRAL] Through [PII].
[CUSTOMER][NEUTRAL] I have both an employee account.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I have a now active employer account as the admin.
[CUSTOMER][NEGATIVE] I cannot access though any of my old records from my old account under my personal email address user cannot be found is the is the error message I receive.
[AGENT][NEUTRAL] OK, so just so that I can clarify, are you, are you needing help with your group one or your um personal one? We'll go one by one, the personal, OK.
[CUSTOMER][NEUTRAL] The personal
[CUSTOMER][NEUTRAL] Yep, the personal one under 24264.
[AGENT][NEUTRAL] OK, and that is the group number, so can you verify the group um name and address, physical address?
[CUSTOMER][NEUTRAL] Yeah, PW and D DBAellow windows and doors.
[CUSTOMER][NEUTRAL] And the physical address for Pel windows and doors, is that what you're asking for?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. And so do you have your, to help you with your um personal one, do you have a policy number I can look up?
[CUSTOMER][NEUTRAL] I can see if I can find it. Is it on the card?
[AGENT][NEUTRAL] It should be or if you're OK with it I can search by your social security number and I can give it to you.
[CUSTOMER][NEUTRAL] Is it
[CUSTOMER][NEUTRAL] Yeah, social security number is [PII].
[CUSTOMER][NEGATIVE] I have a card somewhere but I just don't have time to pull it out right now. I can't find it.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] And I will say since you are going to be an admin for your group um that one I suggest using your um work email and then for your personal you're going to want to use your pers OK just wanted to make sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah it's already set up that way, yep.
[AGENT][NEUTRAL] OK good I just wanted to make sure so we'll go through and verify some of your information and make sure it's all correct and then we'll go through it step by step, OK?
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Give me just one moment.
[AGENT][NEUTRAL] Alright, here, can you verify your uh date of birth for me, please?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And your address that we have on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And would you like me to give you your policy number so that you have it?
[CUSTOMER][NEUTRAL] No, I have the card somewhere it's fine.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So let's see what's going on here it looks like we have your um work email in here so I will need to uh change your email to a personal email that's probably why it didn't work so what email would you like me to use?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, no, hold on, hold on, hold on, hold on, no, I don't want to change anything at this point in time. My, the way it was originally set up, my personal account was always tied to [PII] email, but when I logged in as the admin, it was always tied to my email address that was [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Because we've been trying for the last 10 days to get me access as the admin and it's taken this long, I don't want to change anything on that account right now. I always had two separate logins for my personal account versus the admin account under the old system, but now that this whole system has been upgraded, this OSC thing is new now and we have to register.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, differently and, and do all the stuff I don't wanna mess up my admin account that we just got set up.
[AGENT][NEUTRAL] Oh, no, uh, I understand that, but on your personal we have your, for your personal um account we have your work email listed we don't have that [PII] one that you mentioned.
[CUSTOMER][NEGATIVE] So I don't understand how that's possible because if my records transferred over from previously that's how my personal account was set up before so that just uh I would get all the text messages and emails and my personal email address so that I'm, I'm just very concerned about messing with it right now.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me see something just real fast.
[AGENT][NEUTRAL] Let me see if I'm able to with that personal email and then I will go back so that I don't get into your account um.
[AGENT][NEUTRAL] What is what is your personal email that you had for the past account?
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] It was [PII].
[AGENT][NEUTRAL] OK, let me check and see.
[AGENT][NEUTRAL] Let me see something just real quick, let me see if it works.
[AGENT][NEUTRAL] Alright, give me just one moment, OK? Let me see something just real quick.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEGATIVE] Because I don't want to.
[AGENT][NEUTRAL] Uh, I'm just gonna make sure because if we don't have your personal email on file I wanna make sure that it's OK before we put it back to your personal, OK, so let me see here.
[AGENT][NEUTRAL] Yeah, so for your personal account we will put your personal email in there it will not affect your group admin one at all.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So let me try this real quick and make sure it works, but I do have your work email on here as well so um we do have that on file.
[AGENT][NEUTRAL] OK, so now I try going back to the login and we can do this um together.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And go to create your OSC account and click insured.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then only enter the information that has the asterisks, which should just be last name, that personal email, and your date of birth.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Because they will, they will stay separate from your admin account, so that's why it has the two different emails.
[CUSTOMER][NEUTRAL] OK, it is sending a verification code.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, so you'll verify and then you'll be able to add the uh a new password and then the name and everything that you need, and they will stay separate.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah and um I I assume you know from the the group admin one that we no longer use the user names to log in it's going to be um through your email and it's gonna verify your email every time.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] Yep, yep.
[AGENT][NEUTRAL] OK, I just want to make sure.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, uh, that's weird.
[AGENT][NEUTRAL] Is it allowing you to verify?
[CUSTOMER][NEUTRAL] It says claim not verified.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you um verify the email and everything before you put in the new password?
[CUSTOMER][NEUTRAL] Yeah I did I didn't I never hit continue.
[AGENT][NEUTRAL] OK, so you put in the code and then uh verify code.
[AGENT][NEUTRAL] And then you add into, OK, I'm just trying to make sure that I get it all right.
[CUSTOMER][NEUTRAL] Yes,
[AGENT][NEUTRAL] What's the error message saying?
[CUSTOMER][NEUTRAL] It says claim not verified email address but then right below it it says email address verified you can now continue.
[AGENT][NEUTRAL] OK, uh, yeah, yeah, go ahead and, yeah, go ahead and put in the new password and all of the information and then click continue and see if it takes you to the terms and, uh, terms of use and privacy policy.
[CUSTOMER][NEUTRAL] Should I just go ahead and hit continue? Yeah.
[CUSTOMER][POSITIVE] OK, yep, OK, now we got it.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so now.
[CUSTOMER][NEUTRAL] It took me right back to the screen.
[AGENT][NEUTRAL] Yeah, it'll say go to dashboard but it makes you log back in again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So let's just make sure all of this comes through.
[CUSTOMER][NEUTRAL] OK 07.
[CUSTOMER][NEUTRAL] 4847 OK.
[CUSTOMER][NEUTRAL] Verify code.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, now how?
[CUSTOMER][POSITIVE] OK, got it. I think I can see everything now, yeah, yeah, I'm I'm in there, so I think we're good.
[AGENT][NEUTRAL] You got it? OK.
[AGENT][POSITIVE] Good.
[CUSTOMER][POSITIVE] Yeah, I think we're good.
[AGENT][NEUTRAL] All right, good. I just want to make sure, yeah, it, it had your work email in your personal account was the issue.
[CUSTOMER][POSITIVE] Hm, OK, yeah, weird alright well we're set now. I have my two separate logins again, so and I can see everybody so that's helpful so thank you and I can see myself so appreciate it, appreciate your help.
[AGENT][NEUTRAL] Mhm, yeah.
[AGENT][POSITIVE] OK, good.
[AGENT][POSITIVE] Anytime. Uh, thank you for calling APL. If there's nothing else, I hope you have a great day.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][NEUTRAL] Alright bye.