AccountId: 011433970860
ContactId: 8c54bdb0-7054-4adc-a506-a761d4c8dc59
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1005539 ms
Total Talk Time (AGENT): 247476 ms
Total Talk Time (CUSTOMER): 241147 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/8c54bdb0-7054-4adc-a506-a761d4c8dc59_20250625T16:35_UTC.wav
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[CUSTOMER][NEUTRAL] Eliminated
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Broker Resources. How are you doing?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Good, I have an insured who's having an issue logging into um her OSC account and I was curious if you guys could help her with this.
[AGENT][POSITIVE] Yes, absolutely. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I believe it is 158-581-3.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I'll take her and help her out.
[CUSTOMER][POSITIVE] All right perfect I'll introduce you and then I'll hop off the call OK?
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I have [PII] on the line and she will be able to assist you setting up your account, OK? OK.
[AGENT][NEUTRAL] OK, hi, [PII], um, you're having trouble accessing your account or creating it?
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, let me get your.
[AGENT][NEUTRAL] Can you verify your birth date for me?
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][NEUTRAL] OK, and then your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then you're at a [PII]?
[CUSTOMER][NEUTRAL] I, I say it again.
[AGENT][NEUTRAL] Um, are you on our website?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Have you tried to create the account? Are you getting an error message or what's happening?
[CUSTOMER][NEGATIVE] I, I keep getting a, uh, uh error.
[AGENT][NEUTRAL] OK, um, so, uh, let me, um, look at something real quick.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] possibility.
[CUSTOMER][NEUTRAL] the.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] The helicopter called SX41 attack helicopter today.
[CUSTOMER][NEUTRAL] I think I know
[CUSTOMER][NEUTRAL] What do we always have on there.
[AGENT][NEUTRAL] OK, um, OK, so are you on, do you know if you're on Google Chrome or Microsoft Edge?
[CUSTOMER][NEUTRAL] I'm on Microsoft edge.
[AGENT][NEUTRAL] OK, um, do you know how to clear your browsing data?
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Um, no, I never did that.
[AGENT][NEUTRAL] OK, so if you're, if you can see the top 3, there's 3 little dots in the top upper right hand corner.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] You see those?
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK, and then if you'll click on those.
[CUSTOMER][NEUTRAL] OK, I did.
[AGENT][NEUTRAL] OK, and if you'll go down to settings, towards the bottom.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then it should pull up.
[CUSTOMER][NEUTRAL] OK, I click on it.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, you should see, do you see settings, and then there's another section over there it says top settings, clear browsing data.
[CUSTOMER][NEUTRAL] Yeah. So you want me to click on that?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yes, if you'll click on that.
[CUSTOMER][NEUTRAL] OK, I did.
[AGENT][NEUTRAL] OK, and then it should bring up uh delete browsing data, and then time range should say all time.
[CUSTOMER][NEUTRAL] OK, um, what did she say?
[AGENT][NEUTRAL] All time
[CUSTOMER][NEUTRAL] All the time.
[AGENT][NEUTRAL] Yes, all time, so time range, and that box should say all time.
[AGENT][NEUTRAL] You
[CUSTOMER][NEUTRAL] Well, I see um time range and then I see the last hour.
[AGENT][NEUTRAL] OK, if you'll click on that box.
[CUSTOMER][NEUTRAL] this.
[CUSTOMER][NEUTRAL] OK, OK, you said click on the box?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I did.
[AGENT][NEUTRAL] OK, and then you'll scroll down to all time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you want me to click on that?
[AGENT][NEUTRAL] As if
[AGENT][NEUTRAL] Yes, and then make sure that the cookies and other site data and cached images and files, those two boxes should be clicked below.
[CUSTOMER][NEUTRAL] Yes, um,
[CUSTOMER][NEUTRAL] It's 4 things on here and they all got check marks.
[AGENT][NEUTRAL] Uh, just the only check mark should be on cookies and other site data, and then cached images and files. You can unclick the other ones.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you want me to click on each one of them?
[AGENT][NEUTRAL] Yeah, the only ones you need to click on are cookies and other site data that's the only ones that should be check marked.
[AGENT][NEUTRAL] So cookies and other site data and cached images and files.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, those two check mark.
[AGENT][NEUTRAL] OK, and then you'll click clear now?
[CUSTOMER][NEUTRAL] OK, I did.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And um if you'll go back to the website secured.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then go to create your account.
[CUSTOMER][NEUTRAL] OK, this is where I'm at.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, you're at the website?
[CUSTOMER][NEUTRAL] So I click on
[CUSTOMER][NEUTRAL] Yeah, I'm on the website.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Uh, and then you'll go to create your OSC account.
[CUSTOMER][NEUTRAL] OK, I did.
[AGENT][NEUTRAL] OK, and then you'll put in just your last name.
[AGENT][NEUTRAL] Um, email and date of birth.
[CUSTOMER][NEUTRAL] Well, I gotta click, um, I gotta click on insure first, right? So that way it take me to.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Yes, that's right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, now put in my last name.
[CUSTOMER][NEUTRAL] OK, I click on my last name.
[CUSTOMER][NEUTRAL] And you.
[AGENT][NEGATIVE] Yeah, it looks like it's not working.
[CUSTOMER][POSITIVE] Before the lottery it's good fun.
[CUSTOMER][NEUTRAL] OK, OK, you want me to fill in all this?
[AGENT][NEUTRAL] No, just your last name, your email, and your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah OK
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] OK, I did.
[AGENT][NEUTRAL] OK, and then did it still give you an error?
[CUSTOMER][NEUTRAL] No, I got, uh, want me to click on that?
[CUSTOMER][POSITIVE] Exactly
[CUSTOMER][NEUTRAL] Yeah, it's saying error.
[AGENT][NEUTRAL] something
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Can you open up your account and see if it
[AGENT][NEUTRAL] code that you
[CUSTOMER][NEGATIVE] Oh, you fading in and out.
[AGENT][NEUTRAL] Um, can you pull up your email account?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Pull up my what?
[AGENT][NEUTRAL] Email
[AGENT][NEUTRAL] [PII] your email account?
[CUSTOMER][NEUTRAL] OK, you want me to go to my Yahoo account?
[AGENT][NEUTRAL] Yes, and see if you've received a verification code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, I did.
[AGENT][NEUTRAL] OK, and what is it?
[CUSTOMER][NEUTRAL] Huh?
[AGENT][NEUTRAL] What is the code?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK, it was [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, it should be sending you one more verification code, um, will you tell me that number when you receive it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, let's see.
[AGENT][NEUTRAL] OK. Uh, can you give me just a moment? I'm gonna place you on a brief hold if that's OK.
[CUSTOMER][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh my God.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, sorry about that. OK, so it looks like I was able to create your account.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Um, I've, I've, I've set up the password.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, if you want to write it down or do you want me to email you the password?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, you can email me the password.
[AGENT][NEUTRAL] OK, if you'll give it about 10 minutes and then um you're gonna try to log in again. It's gonna be I'll send you your password so you'll log in with your email and then your password and then it should send you a verification code and then you should be able to get into the system, OK? And then if you have any issues you'll give us a call back, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] OK, uh, do you need me to help you with anything while we're on the phone though, or you want to check on any claims or?
[CUSTOMER][NEUTRAL] Uh, no, I ain't made no claim.
[AGENT][NEUTRAL] OK, OK, alright, um, I'll send that your way and just look out for that and then um try again with that password I created and then if you have any issues call us back, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I will.
[AGENT][POSITIVE] OK, thank you, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Like