AccountId: 011433970860
ContactId: 52aa9b51-7249-4789-ad38-d73869c82d48
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 444250 ms
Total Talk Time (AGENT): 121432 ms
Total Talk Time (CUSTOMER): 93655 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/52aa9b51-7249-4789-ad38-d73869c82d48_20250603T22:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi, my name is [PII]. I was trying to log into my account online and it's telling me that there's no user name or account attached to it.
[AGENT][NEUTRAL] OK, I can help you with that. um, [PII], can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] For now.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] The policy number is 021.
[CUSTOMER][NEUTRAL] 03258
[AGENT][NEUTRAL] Give me just a moment to look that up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And [PII], can I get you to verify your uh date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the address and phone number that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The phone number is [PII].
[AGENT][NEUTRAL] OK, thank you so much and we did get a new online portal um where everyone who whether they previously had an online portal or not they had to reregister um have you been able to do that yet?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, I tried and it still said that there was no account, so I don't know if it's the email address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A what?
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Um, so go ahead and if you would please refresh your, uh, or not refresh, uh, delete any browser history and let's see if that helps a little bit and then I can walk through it step by step with you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And one of the issues may be I'm not showing an email address for you, so before we uh while you're waiting on your browser history, can you go ahead and give me a good email address so that you wanna use for this portal?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[CUSTOMER][NEUTRAL] My last name 317.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That may have been one of the issues, yeah.
[CUSTOMER][NEUTRAL] That might be why.
[AGENT][NEUTRAL] So when you click uh create your OC account, go ahead and let me know when and we can go through it together.
[CUSTOMER][NEUTRAL] See right.
[CUSTOMER][NEUTRAL] OK, I'm in there.
[AGENT][NEUTRAL] OK, and then you'll click insured.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it'll ask for your last name, which you have, Social Security number.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] Zip code, but I don't believe that that's required.
[AGENT][NEUTRAL] And then you'll want to use the email that you just gave me and then date of birth.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, now let me do it.
[AGENT][POSITIVE] OK, it's working.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There we go.
[CUSTOMER][POSITIVE] Perfect, OK.
[CUSTOMER][NEUTRAL] Now it's letting me.
[CUSTOMER][NEUTRAL] Create the account.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] That must have been the email address.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] It'll ask for a verification code. You'll just click it one time.
[AGENT][NEUTRAL] Do the new password display name you won't need I mean it's just to um help you identify um but once you start logging in you'll log in using your email.
[AGENT][NEUTRAL] So the display name is just for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] 1 a.m.
[AGENT][POSITIVE] OK, it worked.
[CUSTOMER][POSITIVE] It worked.
[AGENT][POSITIVE] All right, great, is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you very much.
[AGENT][POSITIVE] Great. Thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.