AccountId: 011433970860
ContactId: 4b00be56-2997-47f5-a180-e7ed61a86c02
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 407790 ms
Total Talk Time (AGENT): 151971 ms
Total Talk Time (CUSTOMER): 159199 ms
Interruptions: 7
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/4b00be56-2997-47f5-a180-e7ed61a86c02_20250620T14:14_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII], and I was going online to file a claim, which I've done very often, and it's now asking instead of a username it's asking for an email address and then when I put that in, I'll say forgot you forgot a password just because it will not let me get in. It's saying that there's no email address with my email and so I'm not sure what's changed, but I was gonna see if you could assist me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, that's OK. Um, what's a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] And do you have your policy number with you?
[CUSTOMER][NEUTRAL] Yes, 01907334.
[AGENT][NEUTRAL] Right. Give me one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And the address that we have on file for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you by the OSC uh right now and we can walk you, I can walk you through it?
[CUSTOMER][NEUTRAL] Sure, let me get on there. Alright, I'm on the sign in login page.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, you will go to create um OSC account because we got a new provider.
[CUSTOMER][NEUTRAL] Yeah, I've already done that. OK, and it wouldn't let me do it though it kept saying your email's already registered, but OK, OK, so let's go to create.
[AGENT][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] Right, um, but I'm gonna walk you through it, um, and then we'll go to, and everything will transfer over, um.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK, good.
[AGENT][NEUTRAL] So it should all transfer yeah uh so once you click on insured, I would only fill out the information that is required which I believe is your last name, date of birth, and then the email that we have on file which looks like it's a Gmail account.
[CUSTOMER][NEUTRAL] Insured
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah. OK. So my last name, my social security.
[AGENT][NEUTRAL] No, I would only do your your last name, date of birth, and then email, yeah.
[CUSTOMER][NEUTRAL] Um, oh, sorry, sorry.
[CUSTOMER][NEUTRAL] Got it. That's the only required. I get it, sorry.
[AGENT][NEUTRAL] No, that's OK. I just wanted to make sure that no other errors happen. Just we've been finding that people who put in all of the information sometimes it gives them errors, so it's easier to just do the required.
[CUSTOMER][NEUTRAL] All right, let me see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it'll ask you to verify your email and you'll want to uh verify the code before you move on to password and and display name and all of that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Taking a second.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'm thinking it's not sure if it wants to do that. Hang on a second, sorry.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] OK, it my thing it went back to the login, so hold on a second, let me try this again. Something happened. I don't know what the heck that was.
[AGENT][NEUTRAL] Um, and make sure that your pop-up blockers are, are off.
[CUSTOMER][NEUTRAL] Oh, how do I do that? I, um, let me look.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I know I should know how to do this at this point in my life, but um hang on, I'm gonna type in pop up blocker.
[AGENT][NEUTRAL] You
[AGENT][POSITIVE] I usually I only ever do it when a popup happens and it's like, do you want this pop up? Let me figure out how to do that. I haven't had to do it in so long.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Let me see here.
[AGENT][NEUTRAL] And I know it is tricky, especially if you're on a.
[CUSTOMER][NEUTRAL] I haven't either. That's why I'm like.
[CUSTOMER][NEUTRAL] OK, hang on, let's see here. Let me try to get back again.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, complete, continue.
[CUSTOMER][NEUTRAL] It's just taking forever. Oh, here it goes. OK, verification is necessary, so let me do that.
[AGENT][NEUTRAL] Got it. OK.
[AGENT][NEUTRAL] And you should get a verification code uh fairly quick if you it'll be coming from, I believe Microsoft for APL and if you don't see it pretty soon, check your spam.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]. OK. And now I'll go to [PII].
[AGENT][NEUTRAL] Yes, you'll create a password. I don't believe that there's any um.
[CUSTOMER][NEUTRAL] Restriction
[AGENT][NEUTRAL] Number letter, anything like that um display name is going to be how you want to be identified in the system um typically I just suggest like first and last name or first initial last name or something like that um it's really up to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] I agree, I agree.
[AGENT][NEUTRAL] And that's a new security feature is from now on you'll be using your email to log in and it will verify your email every time yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][POSITIVE] Oh, OK, OK, that's very helpful. I'm glad that you're able to walk me through that. Looks like I'm back at the log in. I'll move forward from there. OK, thank you so much for your help.
[AGENT][POSITIVE] Great.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Nope, I think that's it thank you.
[AGENT][POSITIVE] Alright thank thank you for calling ATL. Have a great day. You too, bye.
[CUSTOMER][POSITIVE] Have a great day.
[CUSTOMER][NEUTRAL] All right, bye-bye.