AccountId: 011433970860
ContactId: 55762691-9c5e-45ea-b758-64f337202061
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 404690 ms
Total Talk Time (AGENT): 155299 ms
Total Talk Time (CUSTOMER): 92436 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/55762691-9c5e-45ea-b758-64f337202061_20250609T17:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], good afternoon.
[CUSTOMER][NEUTRAL] Um, my name is [PII], and I'm trying to register to get my gap insurance card, but it, it's showing up, um, I'm not enrolled.
[AGENT][NEUTRAL] OK, I can help you with your OSC account, uh.
[CUSTOMER][NEUTRAL] I can
[AGENT][NEUTRAL] Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] What's your policy number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh, that I don't have.
[AGENT][NEUTRAL] That's OK. Um, is it alright if I look you up by your social?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your last name? Can you spell it for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I just want to make sure I have the right person.
[CUSTOMER][POSITIVE] Yes, definitely.
[AGENT][NEUTRAL] Give me just a moment. Can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] In the address that we have on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 334
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and you were trying to get into your OSC account?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so, um,
[AGENT][NEUTRAL] We updated it to a new portal uh as of Monday last week. So you will go to [PII] just like you would have beforehand.
[AGENT][NEUTRAL] And you'll click create your OSC account.
[AGENT][NEUTRAL] And only put in the information that has oh go ahead.
[CUSTOMER][NEUTRAL] So um
[CUSTOMER][NEUTRAL] Can I, can I give you my email? I just some of the link if that's possible?
[AGENT][NEUTRAL] OK, um, and it does need to be the email that we have on file. So what email do you have do we have for you? Can you verify that for me?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so we don't have that email so give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Uh, so one more time, what was that?
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And so I have [PII]? OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] All right, give me just a moment.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Yeah, no rush. I'm fine.
[AGENT][NEUTRAL] OK, I just sent a help guide that will also have the link to that um website. I will say um.
[AGENT][NEUTRAL] Just for the purpose of making it easier whenever you um create your account and ask for information I would only uh fill out the portions that have an asterisk that's required um so I believe like social security number and and phone number and stuff like that they aren't required um I would not enter those just so that you don't run into any sort of issues.
[AGENT][NEUTRAL] Um, but I did just send that email to you, yeah, only fill out what's required. Um, I've, I've heard some people that'll put in everything and then it doesn't, it can't find them, um, so we did get a new system so you will verify your email and, uh, it'll ask you to verify your email every time you log in that's a new security feature that we have.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, but I went ahead and sent that to you, um, give it 5 to 10 minutes, uh, if you still don't get it. Would you like me to give you your policy number now just in case you need it?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Yes, definitely. Thank you.
[AGENT][NEUTRAL] OK, you have a pen and paper?
[CUSTOMER][NEUTRAL] Yeah, I'm coming that.
[CUSTOMER][POSITIVE] OK, yes, I do.
[AGENT][NEUTRAL] Wait, it's 02.
[AGENT][NEUTRAL] 47
[AGENT][NEUTRAL] 34
[AGENT][NEUTRAL] 61.
[CUSTOMER][NEUTRAL] OK, 02473461.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and is there anything else I can help you with?
[CUSTOMER][POSITIVE] Um, that will be all for now. Thank you so much.
[AGENT][POSITIVE] OK, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yes