AccountId: 011433970860
ContactId: 6803e76d-051a-47d0-8f98-9bc759312240
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 668020 ms
Total Talk Time (AGENT): 288153 ms
Total Talk Time (CUSTOMER): 166600 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/6803e76d-051a-47d0-8f98-9bc759312240_20250602T17:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Um hello. I have been trying to submit a claim online since Thursday. Is there something going on with your website?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Uh yes ma'am, we have a new online service center that was um released today and I can help you with that online service center getting you set up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I please get your name and your callback number? Uh-huh.
[CUSTOMER][NEUTRAL] OK, because I,
[CUSTOMER][NEGATIVE] I tried my login information it says it can't find my account.
[AGENT][NEUTRAL] Right, right. Yes, ma'am. I'll be able to help you with it. Um, can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you very much, Ms. [PII]. And then what is your policy number, ma'am?
[CUSTOMER][NEUTRAL] Um, 024.
[CUSTOMER][NEUTRAL] 73022
[AGENT][NEUTRAL] OK, thank you. Let me pull up your policy.
[CUSTOMER][NEUTRAL] First
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then also your address, a phone number and email address that we have on file for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, what else did you need?
[AGENT][NEUTRAL] Your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] And then the cell phone number that we have on the policy for you is that your um I'm sorry, the number that you gave me to call you back on is that your cell phone number?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you very much. I appreciate you verifying your information for me. OK, so in the new online service center, when you go to the [PII] website.
[AGENT][NEUTRAL] It's going to prompt you when you first go in it'll sell say welcome to the online service center after you see the blue log in right to the left is going to be create your OSC account.
[AGENT][NEUTRAL] So you'll need to reset up your account.
[CUSTOMER][NEUTRAL] Yes, I did that twice.
[AGENT][NEUTRAL] Well now you'll need to use your email address instead of a user name so the email address is what you're gonna need to use to sign in with now.
[AGENT][NEUTRAL] The one that you just verified for me.
[CUSTOMER][NEUTRAL] Well, I tried that 2 times.
[CUSTOMER][NEUTRAL] I said I tried setting up the information that I asked you for. I entered it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEGATIVE] It just goes to log in, so then I try to log in and it says it can't find me.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, can you get completely out of it, go back to your search bar in your um.
[AGENT][NEUTRAL] Website
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] In Chrome or whatever you're using and type in secured. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you'll see um it should pop up welcome to the online service center.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then you'll see create your OSC account in blue.
[AGENT][NEUTRAL] Underneath the log in button you'll have to click that create your OSC account.
[CUSTOMER][NEUTRAL] Yes, that's where I did it twice.
[AGENT][NEUTRAL] Oh, OK. And then, um, you're gonna choose that you're the insured.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then after you click you're the insured.
[AGENT][NEUTRAL] Um, it'll ask you for, to provide the following information. You'll fill in your information.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And after you click next.
[AGENT][NEUTRAL] It'll ask you to continue to complete your online account set up.
[CUSTOMER][NEGATIVE] It never went to.
[CUSTOMER][NEUTRAL] Once I click next.
[CUSTOMER][NEUTRAL] It just spin.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Discontinue.
[AGENT][NEUTRAL] What kind
[CUSTOMER][NEUTRAL] And then it just
[AGENT][POSITIVE] Yes ma'am, you
[AGENT][NEUTRAL] Yes, you'll need to let it finish spinning um because it's gonna pull up your email address.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] And then it's gonna ask you to send a verification code to your email address.
[AGENT][NEUTRAL] Have you received that yet?
[CUSTOMER][NEUTRAL] Yes, and I answered it.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you'll enter your code you've already entered that.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then verify your code.
[CUSTOMER][NEUTRAL] I did that.
[AGENT][NEUTRAL] OK, and so then it's going to um.
[AGENT][POSITIVE] You'll be able to complete the set up by answering the questions.
[AGENT][NEUTRAL] And then continue.
[AGENT][NEUTRAL] It'll give you uh
[AGENT][NEUTRAL] I think I believe it fills in your email for you.
[CUSTOMER][NEUTRAL] Uh, I don't know, it's still there from when I put it in before, but above it it says email address verified.
[AGENT][POSITIVE] Awesome. OK. Yes, ma'am.
[AGENT][NEUTRAL] And then you'll have to choose the name that you want it to be under and that can be your first name, your.
[AGENT][NEUTRAL] Your first and last name, whatever you decide you want it to be.
[CUSTOMER][NEUTRAL] OK, so this time it created before it would just go back to continue after I verified the email.
[AGENT][NEUTRAL] Oh my, OK.
[CUSTOMER][NEGATIVE] Yeah it would just go back to continue and then it would stay there it never gave me the option to fill in a password or anything.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So this time we did. I don't know what the difference is, but.
[AGENT][POSITIVE] Well I'm glad that you were able to get in it and get set up for it this time and you'll find that there's um new things on the online service center it should be more user friendly for you, but of course if you ever get stuck in it or have any questions always feel free to pick up the phone and call us and we'll help you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty.
[AGENT][NEUTRAL] All right. Well, is that everything?
[CUSTOMER][POSITIVE] Yes thank you I appreciate your help.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Is that everything I can help you with before we go?
[CUSTOMER][NEUTRAL] Yes, I can submit them online from here.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] You should see a, you should see an option to, uh, submit claim.
[AGENT][NEUTRAL] And you just click on it.
[CUSTOMER][NEUTRAL] Well it's asking me to verify my email again.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Yeah, it just took me right back to send verification code.
[AGENT][NEUTRAL] It might be because you tried to get into it so many times, yeah.
[CUSTOMER][NEUTRAL] Like I tried to log in.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] And it's redoing the process once you're in there if you click on file claim, I think if I'm not mistaken it's a green box.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And it'll just take you step by step what you need to do.
[CUSTOMER][NEGATIVE] Yeah, I submitted online numerous times. It's just I think I'm having issues because of this new transition.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Cause I haven't had issues before.
[AGENT][NEUTRAL] Yes, ma'am, it's brand new. It just opened up today.
[CUSTOMER][NEGATIVE] Yeah, I was trying on Friday and I, nothing would go through.
[AGENT][POSITIVE] Yeah, I apologize for that. They were working out some kinks on Friday to get it ready for this morning.
[CUSTOMER][NEUTRAL] Yeah, it's, it's
[CUSTOMER][NEGATIVE] Kind of been out of service for a couple of days now.
[AGENT][POSITIVE] You're correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. Well, I will try it and I guess just call back again if it does, I can't get in.
[AGENT][POSITIVE] OK all right well I appreciate you calling APL and I am thankful that you were patient with us while we were getting the online service center up for use.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK. You take care. Mm bye-bye, Miss [PII].
[CUSTOMER][POSITIVE] All righty. Thank, thank you. You too.
[CUSTOMER][NEUTRAL] Bye-bye.