AccountId: 011433970860
ContactId: 43cfc01c-dbb7-4cf8-bb47-c121c78f1e54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 758520 ms
Total Talk Time (AGENT): 471076 ms
Total Talk Time (CUSTOMER): 266032 ms
Interruptions: 13
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/43cfc01c-dbb7-4cf8-bb47-c121c78f1e54_20250625T19:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Oh, [PII], this is my 4th time to try to call and get my account set up and I've been told I would get a call back but I haven't yet. Um, I'm an existing member and having trouble getting in.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is this on your broker account or the agency account?
[CUSTOMER][NEUTRAL] No, this is on my American Public life insurance. I'm a, I'm a, a policyholder.
[AGENT][NEUTRAL] Are you?
[AGENT][NEUTRAL] Oh, you're a policy holder? OK, I won't be able to help you because I can't see that side, so let me connect you with someone on our care team. Were they trying to update your email address or something?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] I, I really don't know. I just can't get in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me your, hang on just a second, do you know your policy number?
[CUSTOMER][NEUTRAL] I do. It's 007.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 11167
[AGENT][NEUTRAL] OK, give me just a second, let me see if I can.
[AGENT][NEUTRAL] And your name is?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I've got you pulled up. I can see some stuff, so give me just one second, let me look.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is a good email address for you?
[CUSTOMER][NEUTRAL] It's my first name [PII] N.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect. That's what we have. So, I can kind of walk you through it. Are you on the internet now?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, and it gives this is the first time I've gotten this message it says to get started you must create a new account.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We do, yeah, what we did is we updated our platform so everybody it's kind of a pain that we're trying to make some upgrades so you're having to re-register as a brand new user. So what you'll wanna do is click the button that says create your OSC account above the below the login button.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I would open up a new browser. Can you just close out and open up a new browser because it will keep us from having any errors that might be the easiest way to do it. I don't want you to run into an error.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me get back in.
[CUSTOMER][NEUTRAL] Because I just tried to start a new account on it let me OK.
[AGENT][NEUTRAL] So, and you're not, so you're you're actual, you're, let me just clarify before we get started too you're an actual policy holder, are you also a broker with us or anything?
[CUSTOMER][NEUTRAL] No, I'm not a broker. I'm just a person.
[AGENT][NEUTRAL] OK, OK, good, OK, OK, good. OK, just making sure because we have some people that are bro.
[CUSTOMER][NEUTRAL] I'm, I'm trying to.
[AGENT][NEUTRAL] Yeah, it's OK. I just want to clarify.
[CUSTOMER][NEUTRAL] Yeah, I'm trying to look at it said something about a broker account but I'm, I'm not that so OK I'm at the APL.
[AGENT][NEUTRAL] Yeah, yeah, no, no, no. OK.
[AGENT][NEUTRAL] Yeah, OK, so.
[AGENT][NEUTRAL] OK, so click the sign in thing on the top right click the sign in and then when you come up to that screen, click the register button below the sign in and then when you go to the next page, it'll be mhm go ahead I'm sorry.
[CUSTOMER][NEUTRAL] Side.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, where
[CUSTOMER][NEUTRAL] Where it says create your, create an account.
[AGENT][NEUTRAL] Yes, yes, click on create your OSC account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then click on insured, yep, click insured and hit next.
[CUSTOMER][NEUTRAL] And then to the next page.
[CUSTOMER][NEUTRAL] OK, I'm there.
[AGENT][NEUTRAL] Now the next, the next page is really important because we have all these boxes on here, but if you try to fill them all out, you may run into a problem. So we only want you to fill up the boxes that have the red asterisk. So put your last name in that first box. Do not put anything in the, in the Social Security. Don't put anything in the zip code, put your email address in there that we just talked about that that's your email address because that's what we have on file and your date of birth.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so you don't need the zip code, you just need date of birth.
[AGENT][NEUTRAL] Yeah, don't put your zip code or social security number. Just add your last name, your email, and your date of birth.
[AGENT][NEUTRAL] And then hit next once you're done with that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says, OK, complete your account set up, so I'm doing continue.
[AGENT][POSITIVE] Yeah, that's good, yes.
[CUSTOMER][NEUTRAL] OK, this is where I always get mixed up. This is where it kicks me out, so I'm gonna put in my email, correct?
[AGENT][NEUTRAL] OK. You're fine. OK.
[AGENT][NEUTRAL] Yes, I was just gonna send you a pen. Mhm.
[CUSTOMER][NEUTRAL] OK. And then,
[CUSTOMER][NEUTRAL] Our verification code that says something um.
[AGENT][NEUTRAL] Uh-huh. Yes, and that's gonna be emailed to you and it takes a few seconds, maybe up to a minute for it to come through.
[CUSTOMER][NEUTRAL] Yeah, it takes a few seconds.
[CUSTOMER][NEUTRAL] Still waiting on it. There it is. OK.
[AGENT][POSITIVE] Yeah, no worries.
[CUSTOMER][NEUTRAL] OK, I'm gonna put that in.
[CUSTOMER][NEUTRAL] OK and then hit verify code correct?
[AGENT][NEUTRAL] Mhm, right.
[CUSTOMER][NEUTRAL] OK, now it wants a new password. Does that need to be different from.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I don't know. You can, you can try, you can try it. I wanna, I don't know. I, I, nobody's asked me that and I don't, I, I haven't heard of any errors on that, so I'm not sure.
[CUSTOMER][NEUTRAL] Anything I've ever had.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Well, like I said, this is my 4th try.
[AGENT][NEUTRAL] I think it has, I think it has to be more than 8 characters. It's gotta be a capital letter and there has to be a special like a, you know, one of those other odd, yeah, yeah, thank you.
[CUSTOMER][NEUTRAL] Yeah, asterisk or whatever, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Special character, that's what they call it. I can't think of what it was called.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I did that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now, what do we, it says display name. I have no idea what they want there.
[AGENT][NEUTRAL] That, that can, you, you can, I, I just put my name up there. That's just how it's gonna show on our, on our back end what the name's gonna be. So you can just put your name there if you want. I don't even know if I actually, I don't think you have to fill that out.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And so I don't have to put given name or surname.
[AGENT][NEUTRAL] I would go ahead and put like your first name and and then your surname would be your last name just just to have that on there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And don't worry about giving names.
[AGENT][NEUTRAL] Yeah, the is that the middle box? Yeah, I don't think you have to worry about that. The first box and then your surname.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I can get the same message I've been getting a user with this specified ID already exists.
[AGENT][NEUTRAL] What's it say? What?
[AGENT][NEUTRAL] OK, so do you have any other, so have you already gone through this process?
[CUSTOMER][NEUTRAL] Uh, 4 times. This is the 5th time.
[AGENT][NEUTRAL] I mean, I mean, so you, I mean I'm just trying to see if you've already registered because the only reason you should get that is if you've actually registered or if your spouse has an account with us and he's using an email address like that. I mean, I'm just trying to.
[AGENT][NEUTRAL] Because unless you've registered already registered.
[CUSTOMER][NEUTRAL] OK, he, he.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have him. He, he's covered under my policy. The policy is in my name and he is covered and he's the one that I'm dealing with because he's had cancer, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] That's OK. OK. Well,
[CUSTOMER][NEUTRAL] I, I just don't know, it won't let me in, so.
[AGENT][NEUTRAL] OK, well, OK, so let's try, go back to the login so then when you try to actually log in with that email address, it doesn't take it. Have you tried that just to log in with that email address and your password?
[CUSTOMER][NEUTRAL] I have it today because it keeps giving me that I have to, but I'll go ahead and just try to log in and see what it does.
[AGENT][NEUTRAL] Just try, try it, yeah, try it, try it while I'm on here. So then in that case, I'm gonna have to pass you over to our care team to see what troubleshooting they've done for you.
[CUSTOMER][NEUTRAL] And I use that password I'm assuming.
[AGENT][NEUTRAL] I, yeah, uh, well, I think you, anytime you go to sign in, is it asking you to do the password thing again, it should give you a new, well, it should ask you for a pin number because you're gonna have to authenticate each time you do it.
[CUSTOMER][NEUTRAL] OK, it has, I haven't ever seen that, so.
[AGENT][NEUTRAL] OK, OK, so you probably haven't registered. OK, yeah, do use it and see what it does.
[CUSTOMER][NEUTRAL] I'm gonna use
[CUSTOMER][NEUTRAL] Do you want me to use the one I've I've always had or the new one that they helped me establish the other day?
[AGENT][NEUTRAL] Try, try, try, try both of them. Try the one, try the new one they tried to establish.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if that doesn't work, try to do the one that you previously had.
[CUSTOMER][NEUTRAL] Hey this is trying the new one.
[CUSTOMER][NEUTRAL] Having trouble finding you in, so I'm gonna try the old one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I get the same thing.
[AGENT][NEUTRAL] OK, OK, alright, sorry that you're having problems so there's something weird going on because I don't know why you can't get in. Let's see, so your email address is [PII]. Just checking to see if there's anything else weird on here. Hang on one other spam get one other thing.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] One other thing, what is
[CUSTOMER][NEUTRAL] The, the spelling of my name.
[AGENT][NEUTRAL] Uh-huh. [PII]. OK.
[CUSTOMER][NEUTRAL] No, it's, there's no S. There's no S. It's [PII].
[AGENT][NEUTRAL] There's
[AGENT][NEUTRAL] Uh, that's why, well, that's what I'm reading. That's what I'm reading. I must have repeated it wrong. [PII] and your last name is [PII], right? [PII]?
[CUSTOMER][NEUTRAL] Yes, there's a [PII] in between [PII] [PII].
[AGENT][NEUTRAL] I'm just I'm just yeah I'm not, I'm not verifying your email address. We've already verified that. I'm just verifying some other information and what is your date of birth? I wanna make sure we have that right.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, [PII]. OK, that's what we have is that. Um, what's the last four of your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, that's correct.
[AGENT][NEUTRAL] And then one other thing, hang on just a second because there's some back end information. I'm just trying to make sure it's all right and what's your current mailing address?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] OK, all right, all that's correct. I'm not sure why you can't get in. So I'm gonna, do you have time to stay on the phone so I can connect you with our care team and let them know. OK, just one second, let me get them on the line. I'm so sorry. Let's see if we can get this resolved for you today. OK, one second.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is Christine Brooker Resources, um.
[AGENT][NEUTRAL] You talked to [PII] lately?
[CUSTOMER][NEUTRAL] Yes, I actually thought I had dinner with her last, uh, Wednesday, yeah, yeah.
[AGENT][NEUTRAL] Oh, cool, cool. Well, alright, anyway, back to business, sorry, um, I have a customer on the line and so she's trying to register her personal account and I have verified I've walked her through the set up. She says she's done it 4 or 5 times and apparently she's reported her issues on your side, but someone's supposed to be calling her back and they haven't. Let me give you her information. It is policy number 711167.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Her email address is correct in the system. Her date of birth is correct in the system. I told her to enter just the required information when she went through the set up she went through it step by step with me and she's getting an error message that it won't let her get past like she's unidentified or something or I don't know she'll have to tell you because I can't remember what she said it's I'm making it sound like that that sign on or that user name's already been used and so she tried to log in like like she maybe she already set it up and that didn't work either.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, I'm, OK, I'm gonna pull her on the line. Give me just a second here. Oh my gosh, they changed this whole thing. OK, there we go. Hang on.
[CUSTOMER][POSITIVE] OK perfect I'll help her out.
[AGENT][NEUTRAL] Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Hi, I've got [PII] on the line and I explained to her what's going on and she's gonna try to help get this resolved for you, OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Alright you have a great day. Thanks for calling APL bye bye.
[CUSTOMER][POSITIVE] You too, thank you.