AccountId: 011433970860
ContactId: 74c1978a-48f7-44cd-9b0f-a3edd9c2b35c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 660000 ms
Total Talk Time (AGENT): 233888 ms
Total Talk Time (CUSTOMER): 171321 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/74c1978a-48f7-44cd-9b0f-a3edd9c2b35c_20250604T14:52_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII]. I have a policy with you, but for some reason I'm not able to log into my account and I need a copy of my card.
[AGENT][NEUTRAL] OK, yes, ma'am. So you're wanting to find out about logging in, you're having difficulty logging into your portal. Is that correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] Yes, ma'am, I can help you with that and I'm so sorry. If you could please give me your name again?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Can you please spell your name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Ms. [PII]. Thank you. And your callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your policy number please if you know that if not I, I can look it up with your social security number.
[CUSTOMER][NEUTRAL] Yeah, with my social, please, because I don't, I don't have that information. It's [PII], uh-huh, my social is [PII].
[AGENT][NEUTRAL] Sure. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] No, I'm sorry, I'm sorry. I'm, I'm sorry, it's.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Give me a moment, Miss [PII], to locate your information.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, Ms. [PII], I will have to verify several things with you first for security. So first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you, also your home mailing address please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. The phone number that we have for you is also the same as the one that you provided for me, so that is your best contact number, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you and lastly your email address please.
[CUSTOMER][NEUTRAL] Uh, I don't know which one do you have, if you have the office email? I'm not sure, OK, um.
[AGENT][NEUTRAL] This appears to be a personal, it appears to be a personal email, [PII].
[CUSTOMER][NEUTRAL] OK, it's [PII], like my name, [PII].
[AGENT][NEUTRAL] OK, thank you very much for verifying all of your information. So Ms. [PII], there was an update made to the online service center uh over this past weekend, so you will need to set up a new profile in the portal. So when you go to that login screen there is a button that says um create your OSC account.
[CUSTOMER][NEUTRAL] Oh, do I have to create a new one?
[AGENT][NEUTRAL] But you would, yes, ma'am, you do, because some of the security features were updated and so yes, ma'am, everyone is having to create their new profile.
[CUSTOMER][NEUTRAL] OK, create your your OSC account, OK.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh. Are you
[CUSTOMER][NEUTRAL] So I have to.
[AGENT][NEUTRAL] Are you worried you can try and
[CUSTOMER][NEUTRAL] I'm gonna be agency, you know.
[AGENT][NEUTRAL] And ma'am, you're gonna be the insured.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Insured, OK, next.
[AGENT][NEUTRAL] And then click next and then on this screen just fill in your last name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The email address that you verified with me and your date of birth.
[AGENT][NEUTRAL] Do you only have to fill in those three fields that have the asterisks.
[AGENT][NEUTRAL] And then once you do that, just click next.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm, continue.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's going to send you once you'll get to where it's gonna send you an authentication code actually it will do that twice.
[CUSTOMER][NEUTRAL] Right, OK, send me a verification code.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] Go to my inbox.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 443.
[CUSTOMER][NEUTRAL] OK, it says uh claim number 5, send your code.
[AGENT][NEUTRAL] Mhm. And it's gonna, yeah.
[CUSTOMER][NEUTRAL] Let me see a new one.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's telling me now.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Oh no, I'm using the, the another one.
[CUSTOMER][NEUTRAL] OK, 65.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] Claim not verified.
[CUSTOMER][NEUTRAL] It says change email.
[AGENT][NEUTRAL] Change email and you did use the one that you verified with me which is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] Let me go back let me.
[AGENT][NEUTRAL] When
[CUSTOMER][NEUTRAL] OK, let me do it again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, it was verified. No, OK.
[AGENT][NEUTRAL] Oh, OK then. And then mhm.
[AGENT][POSITIVE] I'm just gonna sit here and that way, any questions you have, you know, I'll be available.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Run into any issues you're welcome.
[CUSTOMER][NEUTRAL] OK, go to dashboard.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Looks like I'm I'm.
[CUSTOMER][NEUTRAL] Gonna be able uh
[CUSTOMER][NEUTRAL] No, they are sending me another verification code.
[AGENT][NEUTRAL] Yes, and that's, mhm.
[AGENT][NEUTRAL] Again, we increase, you know, just for security purposes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I see my ID card.
[CUSTOMER][NEUTRAL] Here's what I need.
[CUSTOMER][NEUTRAL] OK, I have a card here that says it's effective [PII].
[AGENT][NEUTRAL] Uh, is that [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. That is your current active ID card.
[CUSTOMER][NEUTRAL] So what happened, so that means that I'm, that I have paid until that date?
[AGENT][NEUTRAL] Yes, the policy is active, but it just now shows it, it will show the pay to date currently on the policy.
[CUSTOMER][NEUTRAL] Oh OK, OK, just wanted to know.
[AGENT][NEUTRAL] Yes, ma'am. That's just uh kind of a new, but it's still, if you, it should show, does it show you again, cause I'm kind of learning along with you, Ms. [PII], on everything that you can see, does it show your policy like with the word active?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Active, it says active.
[AGENT][NEUTRAL] Yes, ma'am. So that would be the, yes, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because today is [PII], that's why I was asking.
[AGENT][NEUTRAL] Yes, ma'am, but that's just because of the way that your group pays the premium. So as long as it's in the active status, that's what you're really looking at.
[CUSTOMER][POSITIVE] OK, perfect, thank you very much.
[AGENT][POSITIVE] Well, absolutely, you're very welcome. Is there anything else that I can help you with this morning?
[CUSTOMER][POSITIVE] No, that's everything, thank you very much.
[AGENT][POSITIVE] OK, well then thank you very much for calling APL. It's my pleasure in speaking to you and I hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too thank you very much.
[AGENT][POSITIVE] Uh-huh, you're welcome. Thank you.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye.