AccountId: 011433970860
ContactId: 63abd8a6-777d-437c-b1b8-834399d526f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149539 ms
Total Talk Time (AGENT): 81112 ms
Total Talk Time (CUSTOMER): 68128 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/63abd8a6-777d-437c-b1b8-834399d526f5_20250611T13:48_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] in claims. Um, I need some help with the OSC. Are you the person you're supposed to be talking to or?
[CUSTOMER][NEGATIVE] Because I'm having uh trouble.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Just trying to volume.
[AGENT][NEUTRAL] I'm not sure. Um,
[AGENT][NEUTRAL] Um, are you, are you calling about your policy?
[CUSTOMER][NEUTRAL] No, no, my, um, my name is [PII]. I'm with the claims department. I'm with APL. I'm trying to help one of our customers with, um, uh, and I can't find my log on thing either. I, I found where, uh, I found, uh, how to help with log in and the information is correct. I'm just wondering if there's something wrong with it. Is there something wrong with the OSC right now, or, um, do I, I.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, I'm.
[AGENT][NEUTRAL] I'm not aware of anything wrong. Is it an insured or is it a group that's trying to log in?
[CUSTOMER][NEUTRAL] It's an insured.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you know if they've created an account yet or and they're trying to log in or they having issues trying to create the account?
[CUSTOMER][NEGATIVE] They're having issues trying to create the account. It's saying that they don't have that they that they can't find them online.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] And I don't, uh, when I look at them with a thing for that so.
[AGENT][NEUTRAL] Um, so I know that, um, I know that they've said to to have them only enter in the required fields. There should be, I think two required fields, um, and not to fill out the, the rest of the request that it, it asks, um, I'm not sure what it is for an insured. Let me see if I can see.
[CUSTOMER][NEUTRAL] If I can find it again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, yeah, so, so it would only be the last name and the email address you think or
[AGENT][NEUTRAL] Um, and the date of birth if they filled just those three required fields in, it should let them through, um, but if it doesn't, then we need some kind of screenshot that they would need to send to the care team so that we can report it.
[CUSTOMER][POSITIVE] That's perfect.
[CUSTOMER][NEUTRAL] OK. OK. Last name, email address, date of birth.
[AGENT][NEUTRAL] Yes mhm and it should let them through and and give them a verification code but if they get some kind of error that pops up if you'll just have them take a screenshot of it and send it to the care team email address and let them know that we'll research that and report that issue.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, and I'm sorry, I didn't catch your name.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII], thank you. Thank you very, very much. That's exactly what I needed to hear. OK, thank you. Thank you.
[AGENT][POSITIVE] Absolutely, no problem, you're welcome.