AccountId: 011433970860
ContactId: 61281560-1d57-4c5b-95b6-3bf01cadd44a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165820 ms
Total Talk Time (AGENT): 49076 ms
Total Talk Time (CUSTOMER): 98117 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/61281560-1d57-4c5b-95b6-3bf01cadd44a_20250624T14:46_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hey [PII], I'm, um, I just wanna to try to get onto my, get on the website.
[CUSTOMER][NEUTRAL] And it looks like there's a different.
[CUSTOMER][NEUTRAL] Uh, sign in, it's, it's now called OSC.
[CUSTOMER][NEGATIVE] Uh, it says still says APL is OS OSC and I have no I mean my login was saved on my computer and now I have no idea what the heck it is. So this is how I was filing claims before and I don't know how to why it why it changed and.
[CUSTOMER][NEUTRAL] Do you know anything about that?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, I'd be happy to assist with the um new um online service center um first if I can get a good callback number for you?
[CUSTOMER][NEUTRAL] Uh yes, [PII].
[AGENT][NEUTRAL] And what is your policy number?
[CUSTOMER][NEUTRAL] Um, is that the group number or the payer ID number?
[AGENT][NEUTRAL] Um, it would say inpatient or outpatient benefit cert number.
[CUSTOMER][NEUTRAL] Oh yeah, that's it. Um, 021-63673 M as in Mary, L Larry, 8.
[AGENT][NEUTRAL] And your name and date of birth?
[CUSTOMER][NEUTRAL] Is [PII], last name [PII] [PII].
[AGENT][NEUTRAL] OK, and verify the email address for me.
[CUSTOMER][NEUTRAL] Well, so that's maybe part of the problem is that, um, you know, I'm on a, uh, this is part of the COR extension that I'm on, so I've left the company.
[CUSTOMER][NEUTRAL] And so that was why uh if it's the email that I remember was the login before was 365 data centers um and I no longer have access to that email address that was just I just maintained the log in here so my email address is my name. It's [PII].
[AGENT][NEUTRAL] OK, so that's what we have so you just, we did change the online service center and it does require everyone to reregister so you're just gonna go in and reregister.
[AGENT][NEUTRAL] You're basically starting fresh, so.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Just um click on create an account.
[CUSTOMER][NEUTRAL] So I gotta create your OSC account.
[AGENT][NEUTRAL] Right. And then you're gonna pick that you're insured?
[CUSTOMER][NEUTRAL] I'm an.
[AGENT][POSITIVE] I think it's insured. So you'll just um fill that out and then so you're, you're just starting fresh, that's all.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, alright, I just, um, that's all I need to know then.
[AGENT][POSITIVE] Alright, well thank you for calling APL.
[CUSTOMER][NEUTRAL] Uh, right.
[CUSTOMER][POSITIVE] All right, thank you so much. Bye bye now.
[AGENT][POSITIVE] All righty.