AccountId: 011433970860
ContactId: 6f34a1f0-0cab-4352-ba42-d44ce8b8446b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 624369 ms
Total Talk Time (AGENT): 192069 ms
Total Talk Time (CUSTOMER): 262024 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/6f34a1f0-0cab-4352-ba42-d44ce8b8446b_20250605T14:58_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII], and I'm, uh, um, I'm only insured with, uh, we have a group plan on my business, uh, but I'm trying to log on to my account and but you know, to set up the new account with the new.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] Information that's in there now and I keep getting an error message um I've put in my name, last name, social, address, I mean zip code, email, and birthday and it keeps giving me an error message.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And um Mr. [PII], you're trying to set up your personal account or the group account?
[CUSTOMER][NEUTRAL] Yeah, no, the first we have the group set up already at the store, but um my personal one.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] OK. All right, let me see um what we can do. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] OK, the group number my card that with, uh, the policy number is 9.
[CUSTOMER][NEUTRAL] 1
[CUSTOMER][NEUTRAL] 397.
[CUSTOMER][NEUTRAL] 850.
[CUSTOMER][NEUTRAL] uh,
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's not, let me see, let me get my, cause my car got wet and it's uh it blurred.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Policy out that I have here.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Just to make sure it's right.
[AGENT][NEUTRAL] Mm. Or you can give me the group number. I can probably use the group number.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, policy number.
[CUSTOMER][NEUTRAL] On, uh, the certificate number or the policy number?
[AGENT][NEUTRAL] The certificate number.
[CUSTOMER][NEUTRAL] It's 01997050.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. For security, may I have your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. The mailing address and email address on file?
[CUSTOMER][NEUTRAL] OK, mailing address is [PII].
[CUSTOMER][NEUTRAL] And email address is [PII].
[CUSTOMER][NEUTRAL] [PII], is that [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you went to the um website, you click on create your OSC account and you put insured.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And then you said when you go to the last name, social, zip code, email, and date of birth, it's just not going through. It's just saying that there's an error. OK. Uh, what does the error exactly say?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] There
[CUSTOMER][NEUTRAL] No user was found with the information that was entered. Please try again.
[CUSTOMER][NEUTRAL] [PII] please contact customer service at [PII] option 4.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] If I'm not mistaken, I thought they corrected this. I think they had one digit of my social wrong when they originally put it in the system.
[AGENT][NEUTRAL] OK, I can check and see if that's the problem. That's exactly what I was gonna ask next because I see that we already verified the last name, the zip code, email, and date of birth, and all that is matching. So let me have that social just to make sure that it is corrected in our system.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK, it's [PII] it's [PII].
[AGENT][POSITIVE] OK, so that is correct, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]. Let me make sure that it's corrected everywhere it needs to be corrected. Let me go to our system, bear with me.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, so one is great.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it seems to be corrected everywhere.
[AGENT][NEUTRAL] OK, let me try. I'm just gonna try and see if it will give me the same error and you're using um Chrome Safari?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm using on Google right Google.
[AGENT][NEUTRAL] Oh, OK. And this is a computer or phone?
[CUSTOMER][NEUTRAL] Yeah, uh-huh, yeah.
[AGENT][NEUTRAL] Computer.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so I'm just gonna go ahead and try to write it, OK? One moment. Um, when you put the last name, are you putting [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I've tried it both ways. Does the SR have to be in caps or no?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, we have a caps, but usually that doesn't really bother the system. Um.
[AGENT][NEUTRAL] But let me go ahead and try it.
[CUSTOMER][NEUTRAL] Let me try it again with this.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think um.
[CUSTOMER][NEUTRAL] Mm it looks like SR.
[CUSTOMER][NEUTRAL] Uh let's see what happens here.
[CUSTOMER][NEGATIVE] No, still get the error.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] 00, wait, wait, wait, wait. I have one word wrong, one second. I spelled my name wrong.
[AGENT][NEUTRAL] Yeah, she's doing something.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, now it went through. Now it went through. I put it in all caps. I put in all caps and SR and it says complete your set up.
[AGENT][POSITIVE] Oh, great, great, great.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, perfect, perfect. OK.
[CUSTOMER][NEUTRAL] Complete your account set up, continue.
[CUSTOMER][NEUTRAL] OK, now, now I can reset the password. OK, all right, so that's it. I, I got him the caps, caps and SR. OK, alright, OK, sensitive, ri[PII].
[AGENT][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. Do you think you got it from here or you want me to wait until you're in?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think, I think
[CUSTOMER][NEUTRAL] Uh, well, yeah, if you want, might as well wait one second if you don't mind that way they're gonna send me, they're gonna send me your verification code thing.
[AGENT][NEUTRAL] I don't mind. I don't mind. Yes, go ahead. Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I understand, yes.
[CUSTOMER][NEUTRAL] Verification of this sent to my email. I just in my email so that sign on to that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, OK, now is that that's my new password, OK.
[CUSTOMER][POSITIVE] OK, OK, looks like I agree, agree.
[CUSTOMER][NEUTRAL] OK, so the account has been created.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Alright, so I feel I log in and make sure everything goes well.
[AGENT][NEUTRAL] Mhm. All right.
[CUSTOMER][NEUTRAL] The notification.
[CUSTOMER][NEUTRAL] Get the second verification code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] It did this with my wife so when I.
[CUSTOMER][NEUTRAL] So to log back in it just goes round and round.
[AGENT][NEUTRAL] Oh, the, the tab should be under the, if you just scroll under the little, um, chrome with the little three colors, you know, the circle, you should see another tab that should open on the side and that's where you're gonna put that code.
[CUSTOMER][NEUTRAL] Yeah it's
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh, OK, yeah, OK, I, I see, I got you.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] I don't know what the code was.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] We're going to get it be easier.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 667.
[CUSTOMER][NEUTRAL] 82.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I'm on the dashboard right.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][POSITIVE] All right, well thank you so much. I'm glad we got that straight. Great, thanks a lot.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. No problem. Is there anything else I'll help you with today? You're welcome. Have a good day. All right. You're welcome. You too. Bye-bye.
[CUSTOMER][POSITIVE] I, I think that's it. That sounds good. Thank you. You have a good day. All right, bye-bye. Bye-bye.