AccountId: 011433970860
ContactId: 4e7121b4-0190-4955-a429-111e3b141c84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 508619 ms
Total Talk Time (AGENT): 189628 ms
Total Talk Time (CUSTOMER): 187210 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/4e7121b4-0190-4955-a429-111e3b141c84_20250610T17:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Um, I have an APL account and I've always been able to log into it with a user name and password, but now it wants me to sign in with an email address and I cannot get in. I don't know if you could help me or how I get help with that.
[AGENT][NEUTRAL] I can help you with your OSC account. [PII], can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a policy number with you?
[CUSTOMER][NEUTRAL] Uh, I think this is the I don't know if this is the policy number. I have 711407. I know that's my husband's account in from. I don't know, it's how he, it's his claim number. No, I don't have a policy number with me. I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, is your husband the policy holder or are you the policy holder?
[CUSTOMER][NEUTRAL] He is, yes, he is [PII]. I can give you all his information. I'm sorry.
[AGENT][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] Oh that's OK. I'm just gonna look you up by your last name, um, so that I can pull up your account, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][NEUTRAL] And give me just one moment and you said your name was [PII], correct?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me just one second.
[CUSTOMER][NEUTRAL] My name is [PII]. His name is [PII] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is your date of birth?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, that was it. Let me see here.
[AGENT][NEGATIVE] I'll look it up by his name because that was the wrong person.
[CUSTOMER][NEUTRAL] It's probably, yeah, that's all in her head, I'm sure. Yeah, [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That might be easier.
[AGENT][NEUTRAL] And what state are you calling out of?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I can give you like his social or date of birth or whatever.
[CUSTOMER][NEUTRAL] I've been using, I mean I've been using the little portal that I mean I, I don't know, I use it every month and now all of a sudden it's.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Different to me.
[AGENT][NEUTRAL] And what is his social and maybe that'll help.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] I can probably find this an old email but I didn't even try very hard. I can probably find a policy number.
[AGENT][NEUTRAL] That's OK. We'll we'll be able to search it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, [PII], can I get you to verify your address for me please?
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] And do you need me to give you your policy number, just in case?
[CUSTOMER][POSITIVE] That'd be great. Yes, that, that's great.
[AGENT][NEUTRAL] OK, let me make sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The policy number is
[AGENT][NEUTRAL] What she gave me, I think 711407.
[CUSTOMER][NEUTRAL] Uh-huh. Oh, great. I thought that was a claim number, OK.
[AGENT][NEUTRAL] OK, yeah, that is the policy number. OK, OK, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so that is, uh, typically our claim numbers, they, they will start with like a 36 or 35, something like that, but yeah, uh, that is your policy number and um it looks you are needing help getting into your OSC account create that correct?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So as of
[CUSTOMER][NEUTRAL] Well, I guess that, yeah, so.
[AGENT][NEUTRAL] As of Monday of last week, we got a new um
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, provider for that. And so it's going to look a little different. Um, we can walk through it step by step. So you will still go to [PII].
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but you will need to create a new account, but once you create a new account, everything from your old account should transfer over, but we can go through it step by step and make sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In Chinese.
[CUSTOMER][NEUTRAL] 380.
[CUSTOMER][POSITIVE] OK, yeah, I, I'm technologically challenged, so that'd be great.
[AGENT][NEUTRAL] Yeah, so go ahead and let me know whenever you get there, OK.
[CUSTOMER][NEUTRAL] So create a new account and then I.
[AGENT][NEUTRAL] And then you'll click insured, mhm.
[CUSTOMER][NEUTRAL] I am. I'm insured. I'm, I'm.
[AGENT][NEUTRAL] And then only fill out the the boxes that have an asterisk, um, so just fill out your last name, email, and date of birth, and you'll want to use the email that we have on file. Um, so do you know which one that you have?
[CUSTOMER][NEUTRAL] OK, next.
[CUSTOMER][NEUTRAL] I think it's [PII]. I believe it's my email but I'm not certain.
[AGENT][POSITIVE] Yes, you'll want to use that one.
[AGENT][POSITIVE] Yeah, you'll wanna use that one.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. Um, next.
[CUSTOMER][NEGATIVE] Error there was no user found with information.
[AGENT][NEUTRAL] Um, OK, let me see.
[CUSTOMER][NEGATIVE] No, I put in the wrong date of birth. I put it, I put in my date of birth and you told me not. I don't know why I did that [PII], [PII].
[CUSTOMER][POSITIVE] This will help, yeah, complete your account set up, yeah, that was I told you I have all sorts of issues so then from here I just make all my own stuff again.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so first you want to put in your email address and click send verification code. You want to do that before you fill out the rest of the the information. So, uh, click send verification code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Um, and go to your, uh, inbox, and, and if you don't see it in your inbox, then, uh, check your spam. I believe it says it comes from uh Microsoft on behalf of APL, um, but it'll have a a code that you'll enter in there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll send it.
[CUSTOMER][NEUTRAL] I got that [PII] verify code.
[CUSTOMER][NEUTRAL] And now I just type a new password?
[AGENT][NEUTRAL] Yes, you'll type in a new password first and last name and a given name if you'd like uh display name is just how it's going to greet you and how you're going to look in the system so you could put your your first name again in there if you'd like.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, there.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][POSITIVE] So you're processing. OK, I'm agreeing thank you so much. I appreciate you.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] All right and uh it is a new security feature you will verify your email every time now.
[CUSTOMER][POSITIVE] All right. Thank you.
[CUSTOMER][POSITIVE] Got you. I can do that. Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright thank you so much for calling APL. If there's nothing else, I hope you have a great day.