AccountId: 011433970860
ContactId: 674f3c5f-04f3-48fa-9671-f4d0a8f2973a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270880 ms
Total Talk Time (AGENT): 58259 ms
Total Talk Time (CUSTOMER): 141357 ms
Interruptions: 2
Overall Sentiment: AGENT=1.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/674f3c5f-04f3-48fa-9671-f4d0a8f2973a_20250604T15:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I was trying to log into my account and uh it's telling me I can't find my account and I was able to log into it previously, so I'm not sure what happened.
[AGENT][POSITIVE] OK. Yes, ma'am. We got a, have a new system and everyone needs to set up their um policy.
[AGENT][NEUTRAL] Under the new system we set up their um policy.
[CUSTOMER][NEUTRAL] OK, um, I don't know about.
[AGENT][NEUTRAL] Yeah, do you see where it says create?
[CUSTOMER][NEUTRAL] Um, hold on one second. I walked away from there because I was waiting.
[CUSTOMER][NEUTRAL] Oh, OK, let me bring back.
[CUSTOMER][NEUTRAL] Let's see, OK, uh, let's see, OK, it says where it says sign in, no, not where it says sign in.
[CUSTOMER][NEUTRAL] Oh, create your OSC account?
[AGENT][POSITIVE] Um, yes, ma'am, and I can further assist you with it.
[AGENT][NEUTRAL] If you need help resetting up the account, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] OK. Uh, so I'm
[CUSTOMER][POSITIVE] Sure. It's [PII]
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, thank you, [PII]. Now I need your policy number.
[CUSTOMER][NEUTRAL] I don't know what it is. I was, is it your social?
[AGENT][POSITIVE] Yes ma'am. I can pull it up by your social.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] OK, and please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and please verify your mailing address and your email address.
[CUSTOMER][NEUTRAL] It's um
[CUSTOMER][NEUTRAL] [PII] and uh the email uh is uh [PII].
[AGENT][NEUTRAL] OK. And when you click on new user, um, what is it asking you now? Is it asking you to fill in?
[AGENT][NEUTRAL] The fields
[CUSTOMER][NEUTRAL] Um, yeah, it seems to be.
[CUSTOMER][NEUTRAL] OK right now it's verify my email, so I, I think it's working because it put um.
[CUSTOMER][NEUTRAL] Yeah, verification code.
[CUSTOMER][NEUTRAL] Um, I, I put the, the social in it and brought it up, um.
[CUSTOMER][NEUTRAL] Where, like, shoot, where did that screen go? I lost the screen I was on, uh, OK, here just uh.
[CUSTOMER][NEUTRAL] Verify.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] Oh, agree, agree, save, continue.
[CUSTOMER][NEUTRAL] Oh, go to dashboard. Oh, now it's asking me to log in again, OK.
[CUSTOMER][NEUTRAL] Oh, send verification code.
[CUSTOMER][NEUTRAL] Oh, do I have to do verification code every time? Mm.
[AGENT][NEUTRAL] Um, no, not every time, just this initial time.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I, which one was it? This one.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] Um, seems to be thinking about it.
[AGENT][NEUTRAL] OK, yeah. I've been doing that.
[CUSTOMER][NEUTRAL] 00 no, maybe.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh, OK, I think it's working. It's telling me to set up like so text so it can verify um.
[CUSTOMER][NEUTRAL] Um, so I can send uh status.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, ma'am. It got, you're in, you're re-logged in. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that's it for now. Thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great rest of your day. Mm bye.