AccountId: 011433970860
ContactId: 3d26ef81-be40-4dd9-aafc-5c896573895b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 77180 ms
Total Talk Time (AGENT): 43152 ms
Total Talk Time (CUSTOMER): 28310 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/3d26ef81-be40-4dd9-aafc-5c896573895b_20250612T18:08_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was just trying to log in with one of my employees to check the status of his claim, and it's like your login stuff has changed. It's looking for an email address now, but that's not how we were logging in before.
[AGENT][NEUTRAL] Yeah, so we did update the online service center this last week and so everybody's having to create new logins and passwords going forward. The username will be the email um and it does require verification to log in.
[CUSTOMER][NEUTRAL] Oh, so we just need to create a new account?
[AGENT][POSITIVE] Yeah, absolutely. So click create new OSC account.
[AGENT][NEUTRAL] And then you're gonna click uh role that best describes you if it's for an insured that's what you would click and then put in the name, email, and date of birth uh there is a verification code that'll be sent to that email that's required to move forward as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, well, he's right here with me so we'll be able to get that. Um, OK, that's what I needed. Thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.