AccountId: 011433970860
ContactId: 63cb378f-82fc-4e78-84ad-20543f5f67a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192850 ms
Total Talk Time (AGENT): 115820 ms
Total Talk Time (CUSTOMER): 112616 ms
Interruptions: 8
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/63cb378f-82fc-4e78-84ad-20543f5f67a9_20250606T21:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. I, I know what we've gotten a message a while back said we're supposed to sign in to APL and register our account again, some changes y'all were made and I signed in that day and it said I was OK, but I, I mean, when I try to log in I can't get, I don't know, I can't get in so I don't know, do I just need to make a new password or what? It just says we can't recognize your account, can't find your account.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, just so that I understand correctly, um, so you did make a new account like you registered again uh when the website changed this week?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I, I thought I, I just, I signed on and it said I could get in and everything. So it was [PII], so I figured I, I didn't, I said, well, maybe there's nothing I'm supposed to do. So, so maybe I didn't do what I was supposed to do.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, yes, so I am.
[AGENT][POSITIVE] Right, no, no, you are perfectly fine, um, so it, trust me, this has been, um.
[CUSTOMER][NEUTRAL] Yeah, that
[AGENT][NEUTRAL] Just a few days ago it has been a mess and I do apologize for all the confusion so it as of just a few days ago our website did go through quite a bit of an overhaul change so with that once that started, everyone had to uh re-register and create a new account so even if you did, you know, sounds like you just did last week, you would have to create a new one since the website kind of changed.
[CUSTOMER][NEGATIVE] Has it been a mess I bet.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I need to click on this create your OSC account that's what I need to do, go through that.
[AGENT][POSITIVE] Absolutely. Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and just follow the steps it tells me to do. OK, OK.
[AGENT][NEUTRAL] Right, it should be just about the exact same process that you went through last time. The only difference is going to be instead of creating a user name you would sign in with your email after you've registered again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. I'll sign in. That'll be my password?
[AGENT][NEUTRAL] No ma'am, so once you go to, sure, OK, so you're going to register again, go like you're a new user, um, and then once that's been completed. Sure.
[CUSTOMER][NEUTRAL] No. What did you just say?
[CUSTOMER][NEUTRAL] All right, I'm
[CUSTOMER][NEUTRAL] OK, alright, let, alright, alright, I'm on the site. I'm on the site and it said, and I clicked on create an OCA that that account so that I'm already there, right? So I just keep going from here. Is that what I need to do?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, absolutely. Yes, ma'am, absolutely.
[CUSTOMER][NEUTRAL] OK. OK. And I'll be the insured, right? OK, OK. All right.
[AGENT][NEUTRAL] Right, and so,
[AGENT][NEUTRAL] That's correct um and so once you're through all of those steps when you log in you would just use the email address that you entered there as the username essentially.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, is is my email log in on my email address, but I'll still have a password or that will be my password?
[AGENT][NEUTRAL] Yes ma'am, no, no, no, no, so you would still use your email as basically the username and you can create another password, yes.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Oh, OK, OK. All right, let me, uh, see what I can do and if I have any problems, I'll, I'll get back with somebody, OK?
[AGENT][POSITIVE] Absolutely give us a call. Yes, ma'am. I'm so sorry about the confusion.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] That's, that's fine. I, I, I like I said, I thought, well, it must not be anything to it cause I didn't have to do anything. So.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] No, you are fine. You did everything right. No, no.
[AGENT][POSITIVE] All right, well thanks for giving us a call. Yes ma'am, have a great weekend.
[CUSTOMER][POSITIVE] Oh, OK. Thank you. Yes, ma'am. Bye.
[AGENT][NEUTRAL] Bye bye.