AccountId: 011433970860
ContactId: 3c2f2d93-f260-45ce-a1aa-62f084462516
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 955380 ms
Total Talk Time (AGENT): 297793 ms
Total Talk Time (CUSTOMER): 151825 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/3c2f2d93-f260-45ce-a1aa-62f084462516_20250603T18:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, um, I.
[CUSTOMER][NEGATIVE] Can't get on my account.
[CUSTOMER][NEGATIVE] It says uh I forgot the password and then when I click on forgot password it put my email address and then it doesn't send me anything.
[AGENT][NEUTRAL] OK, uh, did you create a new account?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, we just got a new online portal account, um, yesterday it was it launched officially yesterday, so logging in for the first time you will need to go into [PII].
[AGENT][NEUTRAL] And you will click on uh create my OSC account and you'll need to recreate it um.
[AGENT][NEUTRAL] If you had an account before um.
[AGENT][NEUTRAL] Most everything should have been transferred over but you will need to create a new account.
[CUSTOMER][NEUTRAL] OK, so.
[AGENT][NEUTRAL] Is there anything I can help you with?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yeah, what, where, where do I go? I mean, this is all new.
[AGENT][NEUTRAL] OK, so, uh, you'll go to secured.
[CUSTOMER][NEUTRAL] this uh
[CUSTOMER][NEUTRAL] Yeah, I go it says sign up and then it says which world best describes you.
[AGENT][NEUTRAL] Um, who am I speaking with?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] What's your policy number, [PII]?
[CUSTOMER][NEUTRAL] [PII] M E R.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The policy number is 01022074.
[AGENT][NEUTRAL] OK. Let me check.
[AGENT][NEUTRAL] Is there a callback number I can use in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and can you verify your date of birth for me please?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] And the address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] So did you have an account um prior to this?
[CUSTOMER][NEUTRAL] Yeah, I just, I had one started.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I just finally got the paperwork from the doctor that I was going to put it in and
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And I couldn't get in so I had faxed.
[AGENT][NEUTRAL] So you'll go to uh [PII].
[AGENT][NEUTRAL] And click create your OSC account and if you'd like we can go through this step by step while on the phone if you would like.
[CUSTOMER][NEUTRAL] OK, I'm there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you will click insured.
[CUSTOMER][NEUTRAL] Insured, OK.
[AGENT][NEUTRAL] And you'll have the informa you'll click the information that we have um do you wanna verify the email address that we have on file for you?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so you'll enter that email, the zip code that you gave me, uh, your social security number and birthday, and then your last name.
[AGENT][NEUTRAL] And click next.
[AGENT][NEUTRAL] And when you've done that, um,
[AGENT][NEUTRAL] It should have your uh.
[AGENT][NEUTRAL] It should say something like complete your account set up and you'll click continue.
[AGENT][NEUTRAL] And then it will uh you'll enter your email again and click send the verification code.
[AGENT][NEUTRAL] And it will send you a verification code that you will enter in. Uh, make sure that your pop-up blocker is not turned on because sometimes it comes up as a pop-up.
[AGENT][NEUTRAL] And then you should be able to um enter a new password.
[AGENT][NEUTRAL] And enter a display name if you'd like but um moving forward you'd only need to sign in with your email you won't need to use your display name.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I don't know if it's put my zip code in there or not.
[CUSTOMER][NEUTRAL] You just got hash marks.
[CUSTOMER][NEUTRAL] Alright, click on it.
[AGENT][NEUTRAL] If it's not, if it's not, um, have an asterisk that shows that it's not um required, then you don't have to.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK there we go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And just put new
[AGENT][NEUTRAL] Did it send you a verification code?
[CUSTOMER][NEUTRAL] Um I'm still typing in password.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] And display name.
[AGENT][NEUTRAL] It's whatever you would like it to be.
[CUSTOMER][NEUTRAL] Given name
[AGENT][NEUTRAL] That's your first name, yeah.
[CUSTOMER][NEUTRAL] And then what surname?
[AGENT][NEUTRAL] Last name?
[CUSTOMER][NEUTRAL] Oh, the last name?
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] They're not verified email address.
[CUSTOMER][NEUTRAL] He was telling me.
[AGENT][NEUTRAL] OK, uh, so it will give you an email for a verification code and then you'll enter the verification code, um, after it's been sent and you'll copy it into the box.
[AGENT][NEUTRAL] And click verify code.
[CUSTOMER][NEUTRAL] It hasn't sent me with anything yet.
[AGENT][NEUTRAL] Um, check your spam box as well because sometimes it gets sent to spam.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEGATIVE] Still nothing.
[CUSTOMER][NEUTRAL] Nope, nothing.
[AGENT][NEUTRAL] Right, um, is there a button next to it that says send new code?
[AGENT][NEUTRAL] Up at the top.
[CUSTOMER][NEGATIVE] No, it just says, oh, send off, right?
[CUSTOMER][NEUTRAL] OK, let's try it again here.
[CUSTOMER][NEGATIVE] No, still nothing.
[CUSTOMER][NEUTRAL] Put it back on your right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it didn't let you put in your email and send the verification code to your email? Did it give you an error message?
[CUSTOMER][NEUTRAL] No, I just didn't say anything.
[CUSTOMER][NEUTRAL] It says claim not verified email address.
[CUSTOMER][NEUTRAL] Is what it says [PII] not verified email address.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, at the top it should show where you click in, put in your email address and then send verification code. Did you do that beforehand?
[CUSTOMER][NEUTRAL] Yeah, I got it. I uh I got my email address, right.
[AGENT][NEGATIVE] And it still didn't send you anything?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is [PII] not verified email address.
[AGENT][NEUTRAL] OK, give me just a second.
[AGENT][NEUTRAL] And the verify email is [PII].
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, so I have your account status showing as pending.
[AGENT][NEUTRAL] So it did start the process.
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Can you, are you able to refresh the screen and then tell me what happens?
[CUSTOMER][NEUTRAL] Like send a new code or?
[AGENT][NEUTRAL] Well, if it's not sending you the code because it's saying your email address isn't correct, but
[AGENT][NEUTRAL] I'm showing the correct email address, um.
[AGENT][NEUTRAL] So let me see, you went to sign up, it said complete your account set up, you click continue and then you clicked your email, send verification code, and then you added your password and everything, um.
[AGENT][NEUTRAL] You submitted all that and it's giving you that error code? OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me put in a help desk ticket for that and we'll have our IT department look at it um give me just a moment while I do that.
[AGENT][NEUTRAL] Um, because I'm showing that it is in process, but I don't know why it's not letting you.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] And what did the error message say one more time?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] This claim not verified and it's got uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Email address
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see what's going on here.
[AGENT][NEUTRAL] And once we get this resolved or if we have any further questions from our IT, um, would you prefer a phone or email?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Either one will work, I guess.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Because it shouldn't be doing that, um, so we're gonna have our IT look at it.
[AGENT][NEUTRAL] Is there something that I can help you with in the meantime, uh, that you might need?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, you're just trying to set this up and uh real quick, what browser were you using?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Chrome edge.
[CUSTOMER][NEUTRAL] Would you, uh,
[CUSTOMER][NEUTRAL] Um, it's, uh, Google Chrome with Zac Go or whatever.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean I worked before. I don't know why it worked out.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] OK. I will put in a help desk ticket, um, and hopefully someone will reach out to you um within 24 to 48 hours. Um, if there's nothing else I can help you with.
[AGENT][POSITIVE] Um, I just sent in that ticket and so hopefully it will get taken care of soon.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, well thank you so much for calling APL and hopefully you'll hear from us um soon, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Have a great day, bye.
[CUSTOMER][POSITIVE] Thanks.