AccountId: 011433970860
ContactId: 45589313-bf09-42d7-9821-a2993c03f966
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 553530 ms
Total Talk Time (AGENT): 175549 ms
Total Talk Time (CUSTOMER): 123763 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/2025/06/12/45589313-bf09-42d7-9821-a2993c03f966_20250612T18:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in claims. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I'm great. I have an insured on the line who's having issues getting into her online service center.
[AGENT][NEUTRAL] OK, what's her name?
[CUSTOMER][NEUTRAL] Her name is [PII].
[CUSTOMER][NEUTRAL] [PII], I'm sorry.
[AGENT][NEUTRAL] That's OK. um, does she have a callback number?
[CUSTOMER][NEUTRAL] Uh yes. It is [PII].
[AGENT][NEUTRAL] And what's her policy number?
[CUSTOMER][NEUTRAL] 02597213
[AGENT][NEUTRAL] Can you verified her and everything?
[CUSTOMER][NEUTRAL] Yes, ma'am. The address in the system, she wants that to stay. She does have a different physical address, but this PO box, she wants to stay.
[AGENT][NEUTRAL] Oh, that's OK.
[AGENT][NEUTRAL] Alright, you can send her over whenever you're ready.
[CUSTOMER][NEUTRAL] Yes, but she's verified.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] [PII], are you there?
[CUSTOMER][NEUTRAL] Uh yes I am.
[AGENT][NEUTRAL] Hi, so I heard you need some help with your online portal account.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] Yeah, it, it keeps giving me an error message that they can't verify it with my information.
[AGENT][NEUTRAL] OK, um, so we did get a new portal provider as of last Monday. Have you logged tried to log in since then?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I just tried yesterday.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Um, so what you'll need to do, are you
[CUSTOMER][NEUTRAL] And today.
[AGENT][NEUTRAL] Oh, that's OK. Are you at uh [PII] right now?
[CUSTOMER][NEUTRAL] I'm at um [PII].
[CUSTOMER][NEUTRAL] And then it says sign in so I click the sign in button and it says to create an LSB account.
[CUSTOMER][NEUTRAL] Or log in.
[AGENT][NEUTRAL] OK, so, um, and it says welcome to the online service center?
[CUSTOMER][NEUTRAL] Yep, welcome to the online service center Online provides 24/7 access to.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So we'll go um through this step by step go to create your OSC account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And um you're an insured, so you'll click that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Then I would only put your last name, email, and date of birth because those are the only required fields. um I do have your it needs to be the email that we have on file, so, uh, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh yeah, that's correct.
[AGENT][NEUTRAL] OK, so you wanna put that one in, um, and I would just fill out those three fields and then click next and let me know when you've gotten to the next screen.
[CUSTOMER][NEUTRAL] It says error we could not create a new account with this information. Please reach out to system admin.
[AGENT][NEUTRAL] OK. Let's see what's going on here.
[CUSTOMER][NEUTRAL] other
[CUSTOMER][NEUTRAL] And it's, are you seeing my name [PII]?
[AGENT][NEUTRAL] Uh, right [PII], yes, or [PII].
[CUSTOMER][NEUTRAL] Yeah, yep, and then date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me look here.
[AGENT][NEUTRAL] Alright, let's see what's going on.
[AGENT][NEUTRAL] Alright, let's try to do some troubleshooting just real quick if you're OK with that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, so, um, are you using um.
[AGENT][NEUTRAL] Add your chrome.
[AGENT][NEUTRAL] OK, um, go up to the top left corner.
[AGENT][NEUTRAL] I'm sorry, the top right corner and click the three dots.
[AGENT][NEUTRAL] And click delete browsing data and let's clear browser history and try it again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then just try to sign in again.
[AGENT][NEUTRAL] Yeah, try doing it again and if not I will need to, yeah and then if not I'll have to put in a service ticket um.
[CUSTOMER][NEUTRAL] Or created, I should say.
[CUSTOMER][NEGATIVE] Yeah, no, it came up with an error again.
[AGENT][NEUTRAL] Again, OK.
[AGENT][NEUTRAL] Alright, give me just one second so I can put in a ticket, um, so we can have that looked at.
[CUSTOMER][NEUTRAL] Could it be because I think I had you guys with my last employer could it be something to do with that?
[AGENT][NEUTRAL] Um, well, I tried doing it on my end as well, um, and you put, and I put the hyphen between your.
[AGENT][NEUTRAL] Uh, two, your two last names just like how it is in our system.
[AGENT][NEGATIVE] I put your date of birth. I did all of that and it's, it's not working for me either.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] All right, let me see.
[AGENT][NEUTRAL] Do you remember what the error message said?
[AGENT][NEUTRAL] Did it just say we can't retrieve this information?
[CUSTOMER][NEUTRAL] Uh, it's, I can go.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah I just
[CUSTOMER][NEUTRAL] how
[AGENT][NEUTRAL] And what's the best way to reach you um in case we need um to provide further assistance for this? Would you prefer phone or email?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] Uh, probably either one, probably email is better.
[CUSTOMER][NEUTRAL] Just in case I'm on a phone call for work.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And I do have a callback number is [PII].
[AGENT][NEUTRAL] Is it [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And we were using Edge.
[AGENT][POSITIVE] Alright, I went ahead and put that ticket in. Hopefully we'll get it uh resolved um within 24 to 48 hours. In the meantime, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Nope, that's it.
[AGENT][POSITIVE] Alright, well thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you. You as well.
[AGENT][NEUTRAL] Alright, bye.
[CUSTOMER][NEUTRAL] Bye bye.