AccountId: 011433970860
ContactId: 5e0885d6-3962-4108-8014-4b00ddfd7bdc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 886849 ms
Total Talk Time (AGENT): 295149 ms
Total Talk Time (CUSTOMER): 389790 ms
Interruptions: 7
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/5e0885d6-3962-4108-8014-4b00ddfd7bdc_20250602T14:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Hi [PII], this is [PII]. Um, I am calling because I am having issues to log in my account. I was able to log in on Friday, but it's not affecting anything, and I tried to change the password and it's not working. They can't find my email.
[AGENT][NEUTRAL] OK, may I have your policy number?
[CUSTOMER][NEUTRAL] Sure, give me just one second.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 164
[CUSTOMER][NEUTRAL] 50
[CUSTOMER][NEUTRAL] 2.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And could you verify your date of birth and the mailing address please?
[CUSTOMER][NEUTRAL] [PII]. And my address, my home address, did you say?
[AGENT][POSITIVE] Yes, yes, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And
[AGENT][POSITIVE] Thank you and may I please have a callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] 932
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And thank you so much [PII] for verifying your policy so you stated that the email address was not found. Could you verify the email address to see if that's the one we have on file?
[CUSTOMER][NEUTRAL] I think the one that you have is [PII].
[AGENT][NEUTRAL] Yes, that is the one that we do have on file and you're saying it's not finding your address, email address?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, yeah, when I tried to reset the password.
[AGENT][NEUTRAL] And that's [PII] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, [PII], that is the one that we do have on file.
[AGENT][NEUTRAL] Let me see if there's something else missing.
[CUSTOMER][NEUTRAL] Yeah, and I put forgot your password and I write my email. They send me a a uh verification code. I put the verification code and they say we can find your email.
[CUSTOMER][POSITIVE] I am doing it right now with you again.
[CUSTOMER][NEUTRAL] See, it says, now you can continue, you know, you can change your address or continue your email address. So I put continue and it says an account could not be found for the provider, provided user ID.
[AGENT][NEUTRAL] OK, I'm trying to see if I can pull some information up for you.
[CUSTOMER][NEUTRAL] Do you think it's because our policy expired yesterday?
[CUSTOMER][NEUTRAL] And we're in the middle of the renewal process.
[AGENT][NEUTRAL] If the policy did turn, if it is showing that it turned.
[AGENT][NEUTRAL] If it possibly turned, it could have an issue with that, but if it's not indicating in our system that the policy is turned because we don't, I'm not seeing that it has, then it shouldn't be a problem.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But let me see if you're up on the renewal.
[CUSTOMER][NEUTRAL] No, plus if I, if it's a previous, if I wanna see a previous information, you know, I will still have access.
[AGENT][NEUTRAL] Yes. Now, if the, did you, is your policy due to term?
[AGENT][NEUTRAL] 61, was it due to time?
[CUSTOMER][NEUTRAL] I see
[CUSTOMER][NEUTRAL] I know that it expired on the [PII] and then probably it's gonna be renewed, you know, for the next term.
[AGENT][NEUTRAL] OK, so as long as it's just in renewal, it shouldn't be a problem, but let me see if you have a new policy number.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] As of right now it's still showing that your policy is still active, so there is no term they indicated in our system.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It is weird because I download some information and I was able to see my portal on Friday, and I needed to upload something.
[AGENT][NEUTRAL] So I'm trying to
[CUSTOMER][NEUTRAL] But they requested from my primary insurance.
[CUSTOMER][NEGATIVE] And I can't do that.
[AGENT][NEUTRAL] OK, I'm trying to see.
[AGENT][NEUTRAL] So [PII]. OK, I do see that your status is active.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what user name are you using?
[CUSTOMER][NEGATIVE] It is not asking me for a username.
[AGENT][NEUTRAL] No, I'm talking about when you log in when you log in, what username are you using? I'm pulling it up and I'm able to see, so I'm just making sure I verify the information.
[CUSTOMER][NEUTRAL] Just my email address.
[CUSTOMER][NEUTRAL] Yeah, it is
[CUSTOMER][NEUTRAL] When I put sign in, it asked me for my email address.
[CUSTOMER][NEGATIVE] Not a username.
[AGENT][NEUTRAL] Cause normally when you first sign in.
[CUSTOMER][NEUTRAL] And I have 2 emails, so I put both of them.
[AGENT][NEUTRAL] Let me pull this up.
[AGENT][NEUTRAL] Because I do know that our system did transfer over we do have a new system, let me check for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Maybe I am logging in where I am not supposed to be logging in.
[AGENT][NEUTRAL] Now since this is a new system, it's a possibility that you do have to create did you create your new OSC account?
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Because this is a new system. I don't know if you noticed that this if you look at it, this is different from the previous one. It is still our OSC but it's set up different so this is going to be a different system that you're logging into so you will have to set up or you will have to create a new OSC account.
[CUSTOMER][NEUTRAL] I don't, uh-huh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Let me see if I can't, maybe I can't, I just don't remember.
[CUSTOMER][NEUTRAL] Um, let me see if.
[CUSTOMER][NEUTRAL] If
[CUSTOMER][NEUTRAL] when it was, I mean, maybe started it today. I just can't remember. Let me see, it's an OSC.
[AGENT][NEUTRAL] I can step you through, walk you through it. It is.
[CUSTOMER][NEGATIVE] The user was found with the information that was entered. No, it's saying no user was found with the information.
[AGENT][NEUTRAL] Right, so with this being our new system you have to go into [PII].
[CUSTOMER][NEUTRAL] I am trying to sign up.
[AGENT][NEUTRAL] And once you get into there, we can go through it together, put it back up.
[CUSTOMER][NEUTRAL] Give me just one second.
[CUSTOMER][NEUTRAL] OK, let me, OK, so I am here. Where, because it's here it says A P L O S C.
[CUSTOMER][NEUTRAL] Is that what I need to see you create your OSC account?
[AGENT][NEUTRAL] Yes, create your OSC account, yes.
[CUSTOMER][NEUTRAL] OK. So create your OSC account and I am going to put insure, insured, right? I am an insured.
[AGENT][NEUTRAL] Insure, yes.
[CUSTOMER][NEUTRAL] Yeah, my last name, you have it like as [PII] or [PII]?
[AGENT][NEUTRAL] It's saying, it has a dash in it, so it's [PII] Yes.
[CUSTOMER][NEUTRAL] My last name.
[CUSTOMER][NEUTRAL] Oh, gosh.
[CUSTOMER][NEUTRAL] That's why it didn't, it was not found.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK. Yeah, that was it, dash.
[CUSTOMER][NEUTRAL] So now he's gonna ask me for my
[CUSTOMER][NEUTRAL] And I have to use the same password, right?
[AGENT][NEUTRAL] Whichever password that you would like to use, yes.
[CUSTOMER][NEUTRAL] So I created the account. It's still, so when I created the account, it took me to the sign in APL.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Where I was
[CUSTOMER][NEUTRAL] Let me try another password. No.
[CUSTOMER][NEUTRAL] Uh, you know.
[CUSTOMER][NEUTRAL] OK, so I'm gonna put forgot my password.
[CUSTOMER][NEUTRAL] I'm gonna put my email, the verification code.
[CUSTOMER][NEUTRAL] So the new system started today, right?
[AGENT][NEUTRAL] It started, it will go into effect as of today.
[CUSTOMER][NEUTRAL] Maybe that is. OK. Verify code. OK, so it says an email verified, you can now continue. So I'm gonna put continue account could not be found.
[AGENT][NEUTRAL] And you set up a password as well?
[CUSTOMER][NEUTRAL] No, they
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEGATIVE] No, I put forgot a password, because what I am putting, when I am putting my password, it doesn't allow me.
[CUSTOMER][NEUTRAL] So, I am putting login. So this is what happened. I created.
[CUSTOMER][NEUTRAL] It says complete your account set up.
[CUSTOMER][NEUTRAL] OK, I pressed.
[CUSTOMER][NEUTRAL] Took me to the queen Inn.
[CUSTOMER][NEUTRAL] OK, so when I logged in.
[CUSTOMER][NEUTRAL] It's asking me for my email.
[CUSTOMER][NEUTRAL] Password, and I try all the ones.
[CUSTOMER][NEGATIVE] And it didn't work, and then I
[CUSTOMER][NEUTRAL] And then I put, uh, forgot.
[CUSTOMER][NEUTRAL] Password
[CUSTOMER][NEGATIVE] And it's not working.
[AGENT][NEUTRAL] OK, I'm in here now and so I'm gonna use your email [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Needed forgot password.
[CUSTOMER][NEUTRAL] Yeah, so, I created it again. I put my last name, all the information. I said welcome to the APL research.
[AGENT][NEUTRAL] OK. Did you get a verification code?
[CUSTOMER][NEUTRAL] Yes, I added it. Welcome to the APL resource center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] May I have that code, please?
[CUSTOMER][NEUTRAL] The last one that I got is
[AGENT][POSITIVE] Yes, it should just be one you just got from me. I just get one.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's just the one that just came through like at [PII] or [PII].
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] And then it takes me to the logging.
[CUSTOMER][NEGATIVE] he's not even asking me for a password.
[AGENT][NEUTRAL] OK, so when it goes there.
[CUSTOMER][NEUTRAL] Just my email and what is your?
[AGENT][NEUTRAL] After we did the security password, I do, I don't mean to over talk you after I did the security password, it goes to user detail, which is your email address.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Does it take you to that, has it ever take you to that screen?
[CUSTOMER][NEUTRAL] Email address and password.
[AGENT][NEUTRAL] OK, so after I put the security code in.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It says sign in with your email.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, after I put the security code in it said it sent me to the screen where it says user detail email address verified you can now continue. Have you ever made it to that one as well?
[CUSTOMER][NEUTRAL] Yes, put continue, yes. Click on continue, and it's gonna take you to the sign in to the same screen that I was stuck at the beginning.
[AGENT][NEUTRAL] OK, and then I do continue, OK.
[AGENT][NEGATIVE] An account could not be found for the provided user name.
[CUSTOMER][NEUTRAL] Sign in with your email.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] The only thing that I can do is see if there's they're having any issues with the portal, but.
[AGENT][NEUTRAL] We've, I've taken all the steps cause
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It shouldn't be a problem. Let me contact someone is there, is it OK for me to reach back out to you once I get information on this?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, so is the contact number is [PII]?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. I will give you a call back within.
[AGENT][NEUTRAL] Today, by sometime today in regards to this.
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And I do apologize for this issue, but I do want, OK.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] No, it's OK. Those things happen.
[AGENT][POSITIVE] Yes, and I do wanna thank you so much for calling American Public Life, Ms. [PII] you have a great rest of your day.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK thank you bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.