AccountId: 011433970860
ContactId: 8825c092-e548-436b-9008-9e02dddaebdf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 562979 ms
Total Talk Time (AGENT): 126937 ms
Total Talk Time (CUSTOMER): 270573 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/8825c092-e548-436b-9008-9e02dddaebdf_20250620T22:16_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'm a new member and I'm just trying to create an online account and I'm getting an error uh said to call this number.
[AGENT][NEUTRAL] OK. Is it for your individual account?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] I do. It is, sorry, just give me one sec.
[CUSTOMER][NEUTRAL] Do do do.
[CUSTOMER][NEUTRAL] My policy number is 026.
[CUSTOMER][NEUTRAL] 40622
[AGENT][NEUTRAL] Can I get your first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] And my birth date is [PII].
[AGENT][NEUTRAL] And can you verify your address and email address?
[CUSTOMER][NEUTRAL] Yeah, uh, my address is [PII], and, uh, email address is uh [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then, so if you're at [PII]?
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You go to create your OSC account.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And you click insured to next.
[AGENT][NEUTRAL] Um, all you'll need to enter is your last name, your email, and your birth date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so leave the member ID section black and the zip code or blank.
[CUSTOMER][NEUTRAL] The last name, email address, date of birth?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Um, I'm still getting an error when I do that.
[AGENT][NEUTRAL] And what's the air?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, let me get it to come back up again. Sorry, just one sec, I just tried refreshing the page to see if that would fix it.
[CUSTOMER][NEUTRAL] Uh, the error says no user was found with the information that was entered. Please try again. If this error persists, please contact customer service at the same number that I just called to get here.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] OK, um, do you know what browser you're using?
[CUSTOMER][NEUTRAL] Um, I'm using Chrome. Does that affect it sometimes?
[AGENT][NEUTRAL] Uh, no, it shouldn't. Um, do you know how to clear your browsing data?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I do, I can do that.
[AGENT][POSITIVE] You can do that cause I'm getting, I'm getting to the next step, so it should work.
[CUSTOMER][NEUTRAL] Just one sec.
[CUSTOMER][NEUTRAL] Oh, that's so weird. OK, um, yeah, give me just one sec, yeah, I'll clear the cache and I'll clear.
[CUSTOMER][NEUTRAL] Cookies.
[CUSTOMER][NEUTRAL] I'm just getting my little spinning wheel.
[CUSTOMER][NEUTRAL] OK, I'm just gonna restart the browser too here real quick.
[AGENT][NEUTRAL] And then just to confirm, it is [PII], correct for your last name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, that is correct, and that's what I'm entering too, so I'm like, theoretically this should work. Yeah, I'm just still getting an error. That's so weird.
[AGENT][POSITIVE] Perfect
[AGENT][NEUTRAL] I make sure.
[AGENT][NEUTRAL] OK, still getting in there.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] Um, can you try, do you have Microsoft Edge that you could try with?
[CUSTOMER][NEUTRAL] Um, let's see. I'm on a Mac, so I've got Safari. If Safari doesn't cause problems, I could try that.
[AGENT][POSITIVE] Yeah, safari is another good one.
[CUSTOMER][NEUTRAL] OK great uh just give me one sec.
[CUSTOMER][NEUTRAL] And you said you had wit. [PII] as a um.
[CUSTOMER][NEUTRAL] Uh, email address for me, right?
[AGENT][NEUTRAL] Yes, [PII]. Yep.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yeah, I think that should all be correct yeah and I'm getting the same error um on Safari that's.
[CUSTOMER][NEGATIVE] So wonky. I'm like questioning if I'm spelling my last name right now. I'm like, yup, that's how it's been spelled the whole time.
[AGENT][NEUTRAL] It's 420-1992, correct?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, OK. Well, I'm sorry, could you tell me the error message one more time?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Sure, um, the error message, uh, at the top it says sign up error and then it just at the headline is error. No user was found with the information that was entered. Please try again. If this error persists, please contact customer service at [PII] option 4.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, it's got you pending, so I wonder if, can you try.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, could you try forget your forgot your password?
[CUSTOMER][NEUTRAL] Um, yeah, let me go back here.
[CUSTOMER][NEUTRAL] Forgot password sounds good yeah I don't know if I also like left it too long because I did get this email a couple days ago um.
[CUSTOMER][NEUTRAL] So let me just see if I got that. Give me just one sec.
[CUSTOMER][NEUTRAL] OK, I'm just gonna put you on speak line in order to access the email. I gotta do it from my phone.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Yeah, it did give me the option to do a verification code and I did get that so I'm just entering that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so,
[CUSTOMER][NEGATIVE] That's so bizarre. So I did the forgot password, did the, got a code, entered the code, um at the link, and I'm also getting an error message here that says claim not verified email address. So,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna go back and try it again.
[CUSTOMER][NEUTRAL] I don't know if that's because I don't technically have an account yet or what's up with that?
[AGENT][NEUTRAL] Now you're, you're in our system. I can see it. Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry, say again one more time. I think I just had uh my dad walking in.
[CUSTOMER][NEUTRAL] Let me just check this.
[AGENT][NEUTRAL] Oh, yeah, I do show you in the system, so you should be in there. Um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so like as in I already have a um online account or as in like I'm covered and I should theoretically be able to set up an online account?
[AGENT][NEUTRAL] Uh, well, both we've got your on the online account it just says pending account status, but you're in our system, so like if anybody called to verify benefits we would say you're covered and have we have you all active in our system, um, OK, so let me do this.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] OK, yeah, that's great yeah.
[AGENT][NEUTRAL] Let me, uh, I'm gonna log this with our IT department, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] It, it would be Monday um when we were able to get back to you um.
[CUSTOMER][NEUTRAL] Uh huh, that's fine, yeah, I just figured I'd better like get it set up, but it makes me feel better that we've tried it together and we've tried a couple different things and I think hopefully it's not me, but maybe it is, so I guess we'll find out.
[AGENT][NEUTRAL] What's the best way to contact you?
[AGENT][NEUTRAL] Um, should we email you or call you back?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I think uh email would be fine um and then I'll just call if I'm still having problems after that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'll get this uh ticket logged and um
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Anything else I can help with while we're on the phone?
[CUSTOMER][POSITIVE] No, I appreciate your help today though.
[AGENT][POSITIVE] OK. Well, thank you for calling APL and I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you. I hope you do too. Talk to you later bye.
[AGENT][POSITIVE] OK. Thank you. Bye-bye.