AccountId: 011433970860
ContactId: 568350a7-a24c-438f-9cb5-7b1beadd7971
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1082530 ms
Total Talk Time (AGENT): 394617 ms
Total Talk Time (CUSTOMER): 562224 ms
Interruptions: 13
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/568350a7-a24c-438f-9cb5-7b1beadd7971_20250606T14:41_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. Something um has happened in the last couple of weeks to where I can't get back into my account and I was wondering if you could help me. It's uh something different like sort of on the initial login screen to and then when I.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] Keep trying what used to work for me and it doesn't work. I get locked up in this uh email verification thing where I keep giving it my email and it sends me a code and I type in the code and it says that your email is verified but then it says do you wanna change your email and I don't wanna change my email because I don't have a different email but then I can't seem to do anything.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, yes, so what, so you're trying to sign into the portal but you're not able to, is that correct?
[CUSTOMER][NEUTRAL] Yes, uh huh.
[AGENT][NEUTRAL] Yes, sir. Well, I can try and help you with that. And you're the insured, is that correct?
[CUSTOMER][NEUTRAL] Yes, it is, huh? Did, did something change it?
[AGENT][NEUTRAL] OK. So first off, who am I?
[AGENT][POSITIVE] Yes, it did. Yes, it did.
[CUSTOMER][NEUTRAL] Um, uh, this is [PII].
[AGENT][NEUTRAL] I'm so sorry. What was your name again?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, Mr. [PII], thank you. And what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] You know what, let me look that up real quick for is there.
[AGENT][NEUTRAL] You can, I can look it up with your social if that's easier.
[CUSTOMER][NEUTRAL] Well, I can pull that up.
[CUSTOMER][NEUTRAL] You know I can pull something up that has it here just one second, uh.
[CUSTOMER][NEGATIVE] I should have already had that up for you, my fault. Let's see.
[CUSTOMER][NEUTRAL] Alright, it is [PII].
[CUSTOMER][NEUTRAL] 6480
[AGENT][NEUTRAL] OK, Mr. [PII] thank you. Give me a moment please to get your information pulled up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so first off, Mr. [PII], I will need to verify uh several things with you for security. So if you could please first verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your home mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have on file for you is the same as the one that you gave me, so that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] Thank you and the last piece of information to verify is going to be your email address.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. So yes sir Mr. [PII], there was an update to the portal over this past weekend. So you, what you're gonna have to do is to create a new profile. So when you go to your login page where it says welcome to the online service center.
[AGENT][NEUTRAL] Just below the blue button that has log in you should see where it says create your OSC account.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, I see that.
[AGENT][NEUTRAL] OK, so you'll click there.
[AGENT][NEUTRAL] Then on the next screen you're gonna select the box that says insured and click next.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On that next screen, there's gonna be 3 boxes that have red asterisks with them. That's your last name, your email, and your date of birth. So only fill in those 3 fields, the required fields.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you'll click next.
[CUSTOMER][NEUTRAL] Alright, oops, with er a second, it's, it's giving me an error message. Let me try that one more time. Let's see. Oh.
[CUSTOMER][POSITIVE] Let's see here, that's correct that's correct that's correct. Let me try one more time here.
[CUSTOMER][NEUTRAL] OK, that time it did get past it complete your account set up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you'll just proceed with um.
[CUSTOMER][NEUTRAL] Just continue.
[AGENT][NEUTRAL] With the answering, uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Now it's going to email you a verification code to your email address.
[AGENT][NEUTRAL] So you'll need to check your email.
[CUSTOMER][NEUTRAL] OK, so I'm, I'm on a screen.
[CUSTOMER][NEUTRAL] Do do I type I typed in the email first and then click to send it to that email?
[AGENT][NEUTRAL] Uh, yes, sir. I believe so. So we're all kind of, we're kind of going through this together at the moment, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see here.
[AGENT][NEUTRAL] And I'm also just I'm gonna go ahead and email you I just sent it but I'm gonna email you the the newer um updated user guide as well.
[AGENT][NEUTRAL] For the portal
[AGENT][NEUTRAL] And that email that I've sent to you is going to be coming from [PII].
[AGENT][NEUTRAL] And I did put APL in the subject line for you. So if you don't see that email from the from [PII] [PII] [PII] in just a few minutes, you might wanna check your junk or spam folder.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] To verify that it didn't go there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's gonna take it probably is.
[CUSTOMER][NEUTRAL] I got my.
[CUSTOMER][NEUTRAL] Verification code, but I can't OK here we go.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEGATIVE] I don't see where to put it in. It did say verify and I put it in and it sent me the code, but now the screen says like new password confirm password, display name.
[AGENT][NEUTRAL] OK, so you'll do that, uh huh, you're gonna need to complete that information and as far as the name that's just how you want it to appear when you log in.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] The surname and all of that is not.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Is it OK to set it back the same way I had it before, or does it need to change from where I had it before?
[AGENT][NEUTRAL] Yes, I think that, well, your, now your username now is your email address, obviously. So the password is what you're gonna be setting. I think that you can you try your same password that you had before.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But we're fixing to find out if it doesn't let you do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Display name I can just put anything there.
[AGENT][NEUTRAL] Yeah, you can put, yeah, your first and whatever you.
[CUSTOMER][NEUTRAL] And then down the bottom.
[CUSTOMER][NEUTRAL] Down the bottom it has just like two blanks.
[CUSTOMER][NEUTRAL] They are already filled in with the name [PII]
[CUSTOMER][NEUTRAL] And I don't know why, but it has my son's name.
[CUSTOMER][NEUTRAL] it has [PII] and [PII] down on the bottom, which I don't know why it has his name, but uh do I type my name there over the top of that it's.
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] I guess I will. I don't know why you need to be there, so let me do that.
[AGENT][NEUTRAL] Um, you're saying, you're seeing your son's name on there?
[CUSTOMER][NEGATIVE] Yeah, which, um, I don't even know how y'all have access to his name because he's not uh.
[AGENT][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Let's see, please wait while we process your information.
[CUSTOMER][NEUTRAL] Um, I just changed it to my name instead of his name and it's trying to pro it says claim not verified.
[CUSTOMER][NEUTRAL] Email address.
[CUSTOMER][NEUTRAL] Um, but you did say to use the email address as my username, right?
[AGENT][NEUTRAL] Uh yes, sir.
[CUSTOMER][NEUTRAL] Alright, um, I don't know.
[CUSTOMER][NEUTRAL] Not sure what happened there then see.
[CUSTOMER][NEUTRAL] I tell you what, let me come.
[CUSTOMER][NEUTRAL] What if I go back? Can I go back? Oh, error occurred.
[CUSTOMER][NEUTRAL] Uh, let me go all the way back start over again on logging in and see. I'm not exactly sure.
[CUSTOMER][NEUTRAL] What just happened there? Let's see.
[CUSTOMER][NEUTRAL] Alright, well, now I'm back to that very I'm gonna see if I can actually log in. I'm back to that very first screen that where it says log in and then create your own OSC. I think maybe I just created it, but I'm not sure so I'm gonna try to log in so now I'm gonna put my email address.
[AGENT][NEUTRAL] Because actually, you will get 2, yeah, so you're gonna get 2 separate verification codes also.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 02 separate ones.
[AGENT][NEUTRAL] So, uh-huh. So once you verify it once and then
[CUSTOMER][NEUTRAL] Oh well then maybe I wasn't.
[AGENT][NEUTRAL] Yeah, then once you've
[CUSTOMER][NEUTRAL] Maybe I wasn't
[CUSTOMER][NEGATIVE] Alright, let's see then I don't know what happened because I put in one code and then it's giving me an error message that they can't seem to find the account.
[CUSTOMER][NEUTRAL] With my email address.
[CUSTOMER][NEUTRAL] Um, and it's my only email address, the same one that I, I always had even before.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Maybe I didn't finish. Let me go back then I guess to create my account again because if I, if I'm supposed to get two different verification codes, I don't think I got to. I think I just got one so let me go back to created insured.
[AGENT][NEUTRAL] Because once you once you received that first one, it should have prompted you to enter that code onto your screen.
[CUSTOMER][NEUTRAL] But.
[AGENT][NEUTRAL] Or paste it in there. Uh-huh.
[CUSTOMER][NEGATIVE] And I did, but then that's when it froze up, that's when it just froze up after I entered.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're going.
[CUSTOMER][NEUTRAL] And that's what I tried to go back.
[CUSTOMER][NEUTRAL] Alright, let's see, continue on account set up.
[CUSTOMER][NEUTRAL] Alright, so I'm back to the verification code screen from a minute ago.
[CUSTOMER][NEUTRAL] And I'll put all that information in again with the password.
[CUSTOMER][NEUTRAL] Do I put the password and stuff in before I send the verification code or?
[CUSTOMER][NEUTRAL] Like uh I send the code first before I try to continue with the new password.
[AGENT][NEUTRAL] Uh, I believe so.
[CUSTOMER][POSITIVE] Alright, let me try that again because that's actually this is right where I was last time I did this and then I went and I checked my email and I got the code, so let's see good and I do see that you sent the new user guy thank you very much now.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] You're welcome. You're welcome.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK, good, here's my code.
[CUSTOMER][NEUTRAL] Alright, and this is right where I was last time so I'm at the code.
[CUSTOMER][NEUTRAL] I'm gonna put the code in.
[CUSTOMER][NEUTRAL] And then I do, I click verify code right?
[AGENT][NEUTRAL] Uh yes, sir. Uh-huh. Yes, sir. So.
[CUSTOMER][NEUTRAL] Like I'm, I'm on it
[CUSTOMER][NEUTRAL] OK, so I'm gonna click verify code.
[AGENT][NEUTRAL] And did you, and you said that you.
[CUSTOMER][NEUTRAL] And it says email address verified.
[AGENT][NEUTRAL] OK, so that's good. Email address has been verified now.
[CUSTOMER][NEUTRAL] And then this is
[CUSTOMER][NEGATIVE] This is where I got stuck on previous times because after it says email address verified then it says right below it change email and I don't I don't really wanna change the email.
[AGENT][NEUTRAL] No, you don't know, you've been, no, you would not change the email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So just click continue at the bottom with all because this is right where I was last time and then I click continue and it froze let's see yeah I'm right where I am OK there that time it looks like it got past it though so I agree to the terms of use I agree to the privacy policy.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, your account has successfully been created, so now I can log in. Let's try that one more time then.
[AGENT][NEUTRAL] And then once you go back to the login page, I believe that is where you're also going to have to, you're gonna get another.
[AGENT][NEUTRAL] Security code, so it's essentially like a two-factor authentication now.
[CUSTOMER][NEUTRAL] Alright, let's see, so verification is necessary. OK, so I'm gonna send this code again.
[CUSTOMER][NEUTRAL] See my email again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm waiting for.
[AGENT][NEUTRAL] Yeah, and it's gonna take it just a minute for it to send you that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There it is. OK, let's see. OK, I got that code. So every time I log in they'll, it'll send me two different codes to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, so I don't think it's going to send you 2 codes every time, but it may send you 1.
[AGENT][NEUTRAL] This is just for the setup process.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, now I'm back. Looks like I'm back to the very first screen again but let me click verify code and see what happens.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And now it's saying again that my email address is verified again which is I think where I got stuck the last time.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And now what just happened? OK, welcome. OK, I do think maybe I got through.
[AGENT][POSITIVE] Yeah, and if you're getting your welcome message, yeah, I think we're making progress.
[CUSTOMER][NEUTRAL] In a different way this time.
[CUSTOMER][NEUTRAL] OK, and now it wants another, it wants to verify a third time. Let's see.
[AGENT][NEGATIVE] No, sir. I shouldn't be asking for a 3rd time.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Oh, what's my phone number to verify?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] By selecting verify below.
[CUSTOMER][NEUTRAL] See, you can receive updates via text messages. Alright, so I will verify that that's my phone number.
[AGENT][NEUTRAL] So yes, yeah.
[AGENT][NEUTRAL] Yes sir, it sounds like you're fully logged in now and that's where it's giving you some other options.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Uh oh, that didn't match up though.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Just trying to get into the program too oh no there it is, it's [PII].
[AGENT][NEUTRAL] Yeah sure.
[CUSTOMER][NEUTRAL] 88 maybe I shouldn't have done that so because I put my phone number in, is it gonna always ask me to verify through email and then verify through my phone now?
[AGENT][NEGATIVE] No, sir, I don't believe so.
[CUSTOMER][NEUTRAL] I just wanted to be able to log in like I used to, OK.
[AGENT][NEUTRAL] Right, but the portal completely changed, so you had, it was required that you, everyone had to set up a new profile.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, let's see.
[CUSTOMER][NEUTRAL] So I'm at the dashboard, so how do I get to my policy? Let's see.
[CUSTOMER][NEUTRAL] I'm just trying to get to the claims. Is it from if I'm on the dashboard, does it show me the claims or?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So when you're on the dashboard, you should see my policy.
[CUSTOMER][NEUTRAL] Yeah, uh-huh.
[AGENT][NEUTRAL] OK, so if you click on there.
[CUSTOMER][POSITIVE] OK, very good, uh.
[AGENT][NEUTRAL] Then you should see my details and claims.
[AGENT][NEUTRAL] And more of the center of your screen.
[CUSTOMER][NEUTRAL] OK, uh.
[AGENT][NEUTRAL] And so you would just.
[AGENT][NEUTRAL] That's where you would click there.
[AGENT][NEUTRAL] And that information too is gonna be on on that updated user guide as well that I sent to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For like you actually using the it just looks different. The same information is there. All of your claims that, you know, you were able to see in the other portals should be viewable to you. In this one, it's just a different layout with a little bit of different functionality. And hopefully, it's gonna make it, once we all get to you, once we all get used to it, you know, that it should simplify things a little more as well.
[CUSTOMER][NEUTRAL] OK, so it just looks.
[CUSTOMER][NEUTRAL] Different
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you and, and so did they send, I guess what was most confusing is did did they send some kind of message to tell me that they had changed everything and that I needed to reset things up again or?
[AGENT][NEUTRAL] Not, no, sir, not for each insured. No, sir. We, that was not able to be done. So, no, sir, you did not miss, you didn't miss anything on that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK alright well thank you for getting me back in I sure appreciate it.
[AGENT][POSITIVE] Oh, well, absolutely, it was my pleasure. Is there anything else that I can help you with this morning, Mr. [PII]?
[CUSTOMER][POSITIVE] No, I just appreciate your time and help thank you.
[AGENT][POSITIVE] Oh, absolutely. Well, again, it was my pleasure and thank you for calling APL. I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.