AccountId: 011433970860
ContactId: 38f65378-8975-4c3b-a338-a4f9bbce469d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1051530 ms
Total Talk Time (AGENT): 361253 ms
Total Talk Time (CUSTOMER): 362658 ms
Interruptions: 5
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/38f65378-8975-4c3b-a338-a4f9bbce469d_20250619T15:42_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so I'm calling because a couple of days back I called because I wasn't able to log in, uh, with the new process that we have to do, um, they verified my email address and it was correct, so I, I'm still trying to do it on a computer now and it doesn't, I can't, you know, reset my password or anything right now.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's see what we can do. May I have your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected, Miss [PII].
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK, thank you. May I have the policy number?
[CUSTOMER][NEUTRAL] I hold on.
[CUSTOMER][NEUTRAL] Shoot.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Uh, it's a long number, right?
[AGENT][NEUTRAL] Um, it starts with a 0 followed by 7 digits.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, here we go. 022.
[CUSTOMER][NEUTRAL] 865
[CUSTOMER][NEUTRAL] 27
[CUSTOMER][NEUTRAL] M as in Mary, L H.
[AGENT][NEUTRAL] All right, thank you. And may I have your date of birth, mailing address and email address?
[CUSTOMER][NEUTRAL] Uh, date of birth [PII]. Mailing address [PII]. And what else?
[AGENT][NEUTRAL] Email
[CUSTOMER][NEUTRAL] Uh, OK, it's last time I called they said it was [PII], which is my work email.
[CUSTOMER][NEUTRAL] My personal email is [PII].
[AGENT][NEUTRAL] And Uncle [PII]?
[AGENT][NEUTRAL] [PII]. Yeah, let me just change that to your personal email, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEGATIVE] I tried it with both but whatever.
[AGENT][NEUTRAL] OK, let's do that. And you said [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]? OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Let me make sure everything changed. OK.
[AGENT][NEUTRAL] OK, and you said you are in a computer, um, what browser are you using?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, what is this one? Oh my gosh, Chrome.
[AGENT][POSITIVE] So, OK, perfect. All right. And how many times have you
[CUSTOMER][NEUTRAL] Quite a bit.
[CUSTOMER][NEUTRAL] Oh, this is like my 2nd day, so.
[AGENT][NEUTRAL] OK, quite a bit. So, so.
[AGENT][NEUTRAL] OK, since we have tried so many times, let's do this. Um, before we continue, we're gonna go ahead and clear the history and caching so we know that um nothing is gonna get in the middle of us creating the account, OK? So if you want to go to the little three dots and go ahead and go to history and clear your history.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Recently called, OK, so I'm on history and then let me see where you clear.
[CUSTOMER][NEUTRAL] Uh, OK. It's not clear.
[CUSTOMER][NEUTRAL] I'm in history and it's search history. Let me, maybe a little free off again.
[AGENT][NEUTRAL] OK, you, you're gonna go ahead and click on history again.
[CUSTOMER][NEUTRAL] Open his
[AGENT][NEUTRAL] And then you're gonna go, uh, it's gonna open another like page and you're gonna go to the bottom where it says delete browsing data.
[CUSTOMER][NEUTRAL] Uh, export that delete got it.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] And then clear got it clear now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so
[CUSTOMER][NEUTRAL] Clear data.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so when you're ready with all that, let's go to Chrome, I open just the regular website, put um [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK, go ahead and click on sign in.
[AGENT][NEUTRAL] And uh click on create your OSC account.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Create your account.
[AGENT][NEUTRAL] OK. I'm gonna click.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Click on insured and hit next.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Why?
[AGENT][NEUTRAL] And from there, once you get in there, um, you don't have to fill everything out. Let me tell you what you're gonna need, OK?
[CUSTOMER][NEGATIVE] Actually I'm not there. I, I'm uninsured and it's not doing anything. Hold on, it's being let me press enter maybe.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] Next.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] There is, wait a minute, maybe I'm just not seeing the next. Hold on. Let me scroll down. Well, that's it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Next, OK, go.
[AGENT][NEUTRAL] All right. So on the next, you're gonna see where it says for the last name, social, email, and all that. So you're just gonna put your last name, the email, and the date of birth. That's all we're gonna need. Skip the rest.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] And date of birth you said hold on.
[CUSTOMER][NEUTRAL] 4.
[CUSTOMER][NEUTRAL] [PII], so I put in last name, social, does the social need dashes or just straight through?
[AGENT][NEUTRAL] No, no, no, no, no social. You're gonna put last name, email, and date of birth. Only last name, email, and date of birth.
[CUSTOMER][NEUTRAL] Oops.
[CUSTOMER][POSITIVE] Sorry about that.
[AGENT][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] You need delete and then email.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Here we go.
[CUSTOMER][NEUTRAL] OK and then hit next.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Error. No user was found with the information that was entered. Let me return and look to see what I typed. [PII] Email [PII]. Date of birth [PII]. And this is what I've been getting that it can't find me.
[AGENT][NEUTRAL] [PII]. OK, give me just a second. Let me make sure that is.
[AGENT][NEUTRAL] [PII], so yes, that is correct. OK, let me.
[AGENT][NEUTRAL] Let me try it on my end, bear with me just a second.
[AGENT][NEUTRAL] OK, and while I do this, if you want to close that browser and open a new one again and go to the process and when you get to this point, don't put nothing in until I tell you to, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, hold on, I'll get back to where it was APL.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Do
[CUSTOMER][NEUTRAL] one week ago.
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEGATIVE] It is not a mouse.
[CUSTOMER][NEUTRAL] Oh OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let me just
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][NEUTRAL] I'm on the screen where I'm supposed to write all my stuff.
[AGENT][NEUTRAL] OK. OK. So, um, let's put the last name. Um, again, what I have in the system, I'm just gonna go ahead and spell it out to you so you put it exactly how we have it. If it's incorrect, you let me know, but, um, so far you have said it correctly, so I'm not sure what's happening, but it's gonna be [PII]
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, um, for the email address, we have [PII] I'm sorry.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, and then your date of birth that I have here is the [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] I'm gonna click next.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No error doesn't recognize me.
[AGENT][POSITIVE] It's still getting there. Oh wow, OK. Hm.
[CUSTOMER][NEUTRAL] That's been the same consensus actually.
[CUSTOMER][NEUTRAL] And I used to have access before, but I know you guys went through an update so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] Oh, I wonder why it's not working. OK, so at this point what I will have to do is report it and have somebody call you back because they will have to probably get with IT and see why is it blocking you from getting in because we already went through all the process of clearing the browser, cleaning the history, cleaning everything, and it's still doing the same thing, um.
[AGENT][NEUTRAL] Let me.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Did I try with um a different browser maybe?
[AGENT][NEUTRAL] If you want to do that, we can try that and I'm just gonna go ahead and retype that email again just to make sure. Let me just go ahead and do the email one more time in the system, make sure it's not just.
[CUSTOMER][NEUTRAL] I mean,
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Maybe hold on I'm gonna try something.
[CUSTOMER][NEGATIVE] My battery is low.
[AGENT][NEUTRAL] Oh, OK. Yeah, I think, yeah, I think I had a type on the [PII]. OK, bear with me.
[AGENT][NEUTRAL] Yeah let me change that here. I'm gonna change it on this system instead.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII] yeah that is.
[AGENT][NEUTRAL] here
[AGENT][NEUTRAL] Make sure too good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, all right, and whenever you're ready we can try it one more time.
[AGENT][NEUTRAL] Hopefully this time it will go through.
[CUSTOMER][NEUTRAL] Maybe, maybe, let me get out of the browser I was going to.
[AGENT][NEUTRAL] Yeah, I hope so, yeah. Made sure everything was changed in all the places.
[CUSTOMER][NEUTRAL] And then go back
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It shows
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh wow, complete account set up.
[AGENT][POSITIVE] Yay, OK, yes.
[CUSTOMER][NEUTRAL] OK, gonna continue obviously.
[AGENT][NEUTRAL] OK, yes. Mhm.
[CUSTOMER][NEUTRAL] Do I send my email send a verification code?
[AGENT][NEUTRAL] Yes, yes, that's the first thing you need to do is send that verification code and get that verification code.
[CUSTOMER][POSITIVE] Exactly
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Back up.
[CUSTOMER][NEUTRAL] Come on, here we go it's.
[CUSTOMER][POSITIVE] Just a little battery would help, you know. That's hilarious.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Let me pull this [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Verify code.
[CUSTOMER][NEGATIVE] OK, this code is incorrect. No, it's not. Let me go back.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] right in front of me.
[CUSTOMER][NEUTRAL] Verify code
[CUSTOMER][NEUTRAL] I feels maybe I sent 2 ha ha.
[CUSTOMER][POSITIVE] It's hilarious.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, it says email address verified. You can now continue. OK, I'm gonna use strong password.
[AGENT][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] explaining
[CUSTOMER][NEUTRAL] What's a display name? Sorry.
[AGENT][NEUTRAL] Oh, that's you can put your full name or you can put, um, Metlink or the app or you can put whatever name you want to, uh, show up whenever you open your account, so you know what type of account is it or.
[CUSTOMER][NEUTRAL] Is that my first name?
[AGENT][NEUTRAL] But it mhm.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] Terms, I agree.
[CUSTOMER][NEUTRAL] I agree with privacy policy.
[CUSTOMER][POSITIVE] Your account is just successfully created but my company is.
[AGENT][POSITIVE] Yay.
[CUSTOMER][NEUTRAL] Oh boy, go to dashboard.
[CUSTOMER][NEUTRAL] Now I have to log back in because it wants to make sure on the.
[CUSTOMER][NEUTRAL] Come on log in.
[CUSTOMER][NEUTRAL] Here we go, so it's gonna ask for a verification code every single time, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh hold on.
[AGENT][POSITIVE] Yes, it's an extra security. Mhm.
[CUSTOMER][NEUTRAL] Yeah, yeah, no, that's how it is everywhere now. Like everybody asks for a code now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now I'm doing, you know, the login part since I already created here it is, make sure I see it correctly 184.
[CUSTOMER][NEUTRAL] 565.
[CUSTOMER][NEUTRAL] Verify code.
[CUSTOMER][NEUTRAL] OK, continue.
[CUSTOMER][POSITIVE] Oh my God, this is a miracle.
[CUSTOMER][NEUTRAL] Welcome to the online service, yes.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So you can delete your request.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][POSITIVE] So we're good. Now it says something new text message notification. You can reach, oh, I like that.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, I'm signing up for the text messages.
[CUSTOMER][NEUTRAL] 0460ify another verification.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Asking about text messages it is.
[CUSTOMER][NEUTRAL] 170.
[CUSTOMER][NEUTRAL] 802.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'm good. I'm in my dashboard. I'm good.
[AGENT][POSITIVE] All right. OK. Perfect. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Perfect. I appreciate it.
[CUSTOMER][NEUTRAL] No, you didn't. Thank you.
[AGENT][POSITIVE] You're welcome. And if you have any other questions or concerns, just feel free to call us back, OK?
[CUSTOMER][POSITIVE] All right thank you so much you have a great day.
[AGENT][POSITIVE] You're welcome. You as well, Mr. [PII]. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.