AccountId: 011433970860
ContactId: 6fea8be8-39d4-4451-815a-bbf58c846b97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242339 ms
Total Talk Time (AGENT): 70388 ms
Total Talk Time (CUSTOMER): 135869 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/6fea8be8-39d4-4451-815a-bbf58c846b97_20250609T21:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I'm having issues logging in, um.
[CUSTOMER][NEUTRAL] I it's wanting me to log in with an email address and my login is that I have always used is what the user name.
[AGENT][NEUTRAL] OK, um, do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. Um, let me pull it up. It is 225-213-8.
[CUSTOMER][NEUTRAL] yeah.
[CUSTOMER][NEUTRAL] I don't know if y'all, I mean, I just submitted some forms not too long ago, but the login site has changed.
[AGENT][NEUTRAL] I don't know.
[AGENT][NEUTRAL] OK. And your first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And what is your address and email address?
[CUSTOMER][NEUTRAL] Um, mailing address is [PII] and my email, did you say email address?
[AGENT][NEUTRAL] Uh, yeah, it looks like we actually don't have one on file. Um, what email address would you like to put on file? Because you're gonna need that to, you're gonna have to create a new account because we've upgraded our website, so.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK, so I try to I try to make a new account and it was saying no.
[CUSTOMER][NEUTRAL] Member with that policy number was found or something like that so it wouldn't let me create a new.
[CUSTOMER][NEUTRAL] Like a login. So, um, but email address is [PII].
[CUSTOMER][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And I don't wanna find out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, are you in front of the, um, can you log in right now and check?
[CUSTOMER][NEUTRAL] we
[CUSTOMER][NEUTRAL] Computer.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] Um, so you'll go to create a new account.
[CUSTOMER][NEUTRAL] OK, so create your own, create your OSC account?
[AGENT][NEUTRAL] And you're the insured.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, you're insured.
[CUSTOMER][NEUTRAL] Insured.
[CUSTOMER][NEUTRAL] [PII], and should I do the policy number or member ID?
[AGENT][NEUTRAL] It'll be it'll be your social security number, full social, no dashes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, oh, there we go.
[CUSTOMER][POSITIVE] You worked your magic.
[AGENT][NEUTRAL] OK, yeah, we didn't have that email, yeah, it didn't have the email on file, so that's what the hang up was, but we've got you all fixed now and yeah, were you able to get to the next step?
[CUSTOMER][NEUTRAL] Now it's let me go to the next page.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, where it's letting me create a password now.
[AGENT][NEUTRAL] OK, what it'll do, it's gonna let you create your password and then once you, it's gonna ask you to log back in, it's gonna send you another verification code. So just wanted you to be aware you're gonna be asked for a verification code twice, so.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else I
[CUSTOMER][NEUTRAL] All right. Well, thank you. OK, claim not verified email address, [PII].
[AGENT][NEUTRAL] So you'll have to go
[CUSTOMER][NEUTRAL] Oh, send variation code, sorry. Got it twice. OK, got it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Just making sure I get past this.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, yeah, absolutely.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] It does take just a second to send that verification code, so just give it a moment.
[CUSTOMER][NEUTRAL] Just got it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I think we're good.
[AGENT][POSITIVE] OK, well, thanks for calling APL and I hope you have a good evening.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright, bye.