AccountId: 011433970860
ContactId: 51d9c543-6a4e-4f3b-99d7-ac780e8c65cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178649 ms
Total Talk Time (AGENT): 79379 ms
Total Talk Time (CUSTOMER): 88081 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/51d9c543-6a4e-4f3b-99d7-ac780e8c65cf_20250618T16:40_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] um I'm having difficulty getting logged in. I don't know what happened like it's saved you know how you can save your password so I don't even, I've tried to change the password they sent me verification codes they don't like my email address, which is kind of weird because it's the same email address, so I don't know what's going on um I'm just trying to see about some claims and some you know figuring out the processing of that, but I can't get into my account.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Is it your
[AGENT][NEUTRAL] And [PII], what's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] I have to put my cell [PII].
[AGENT][NEUTRAL] And do you have your policy number with you?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] 02549424
[AGENT][NEUTRAL] OK, let me look it up.
[CUSTOMER][NEUTRAL] [PII] is the primary.
[AGENT][NEUTRAL] Primary holder, OK.
[CUSTOMER][NEUTRAL] But I am on, yeah, the primary her is [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK. And can you verify uh your date of birth, please?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And the address that we have on file for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Um, so I will say as of about 2 or 3 weeks ago we got a new, uh, provider for our online platform, so you, uh, the, the primary will need to go in there unless you have all of the information. um, you'll need to go in there and create a new OSC account. Now everything, yeah, everything from your old account will transfer over, um, but it also needs to be the email that we have on file which looks like it's from an [PII]&T.net.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, I get it, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Correct, yes, exactly that's, but I've been trying to log in instead of creating an account. I get it, OK, yeah.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, I will say though when you create the account and you click on insured only fill out the information that's required, which is just last name, um email and date of birth and uh again that is for the primary he will need to set that up and um he should be able to give you access to it as well, but it is for the primary.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] OK OK perfect alright that answers my question. I will do that then I'm sorry I didn't know about that step so we will take care of it. Thank you so much.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] No, you're OK. No, that's OK. Um, a lot of our emails get sent to spam and so it's it's completely understandable.
[CUSTOMER][POSITIVE] OK, alright, I will do that thank you OK bye bye.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.