AccountId: 011433970860
ContactId: 8db17fdf-ca39-47dd-a0bd-57ffdee2e1f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 726750 ms
Total Talk Time (AGENT): 245784 ms
Total Talk Time (CUSTOMER): 207415 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/8db17fdf-ca39-47dd-a0bd-57ffdee2e1f3_20250612T16:19_UTC.wav
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[CUSTOMER][POSITIVE] Lovely song again.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hi, good afternoon, I tried to call your customer service line, but I'm not, I've been on hold for a long time. Um, there was an upgrade on the um.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] The sign in on the web and I've tried many times to go in there myself and it's not working.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, let me see if I can help you with that. Um, and may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII] [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] I do not have that.
[AGENT][NEUTRAL] You don't have that. OK, no problem. One moment.
[AGENT][NEUTRAL] OK. May I have the spelling of your last name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] May I have your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And you said the first name is [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] How do you spell that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] For security, may I have your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And may I have your um email address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, we have your work email. Do you, do you know your work email?
[CUSTOMER][NEUTRAL] [PII], um.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's right. OK, thank you. OK, let me have that, um, I, I will have to update the email to your personal email so you can register, OK? So if you don't mind repeating that email so I can change it. You're welcome.
[CUSTOMER][POSITIVE] Thanks
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me see if I got this right. So that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me make sure it updated everywhere.
[AGENT][NEUTRAL] All right. Um, do you wanna go ahead and um just go ahead and close um close the history or close the um tab again and go to the website one more time at [PII].
[CUSTOMER][NEUTRAL] OK, I'm there.
[AGENT][NEUTRAL] OK, go ahead and click on sign in and once you click on sign in, you're gonna go and like create OSC account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, um, in there you're gonna choose that you're in the insured.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just go ahead and uh fill out the information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me see now it's giving me to be able to go in there and create a new password. Let me see what works.
[CUSTOMER][NEUTRAL] OK, it's gonna send me a verification code. Let me see if I get it.
[CUSTOMER][NEUTRAL] Let's try it let me see.
[CUSTOMER][POSITIVE] OK, I think we got it.
[AGENT][NEUTRAL] You?
[CUSTOMER][NEUTRAL] Yes
[AGENT][POSITIVE] OK. You think you got it from here or is there anything else I'm gonna help you with today, Miss [PII]?
[CUSTOMER][NEUTRAL] Yeah, I, uh
[CUSTOMER][NEUTRAL] No, I, that is all, but I have uh someone here that also would like to speak to you if I can just give you on the phone for her. She has an account also.
[AGENT][NEUTRAL] OK, all right.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] let me transfer to you? OK.
[CUSTOMER][NEUTRAL] Hello this is [PII].
[AGENT][NEUTRAL] Hi [PII], this is so with APL um.
[AGENT][NEUTRAL] Miss um [PII] transferred the calls.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEGATIVE] Yeah, so we both were trying to get access to our online accounts and we're both getting that same error message we're afraid that all of our employees are getting the same error message so hopefully we can get it resolved for us and figure out maybe what's going on for everybody else.
[AGENT][NEUTRAL] OK. Well, I was able to get Ms. [PII] and it was just the email. Um, so are you the contact person for the group, or do you have a personal policy as well?
[CUSTOMER][NEUTRAL] Both
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right, uh, let me have the policy number and let me get a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Sure, the callback number is the same as um Joy, so it's [PII].
[AGENT][NEUTRAL] OK, so it's the same one. OK. All right. And what.
[CUSTOMER][NEUTRAL] And then I think I have my policy number. Do you want like the accident policy number?
[AGENT][NEUTRAL] Any of the policies that you have with us, we'll pull all your policies.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure it's 229-1065.
[AGENT][NEUTRAL] OK, and can I get your name one more time?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. And for security, may I have your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And let's see, may I have your uh mailing address?
[CUSTOMER][NEUTRAL] My did you say my email or my mailing address?
[AGENT][NEUTRAL] Mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. OK and now you can verify that email address for me.
[CUSTOMER][NEUTRAL] I believe it's [PII].
[AGENT][NEUTRAL] OK, uh, for the personal policies, um, we need to change that to your personal email in order for you to get in, so you don't have that message. So, um, if they have any problems in the future for any other ones, uh, they just need to change that email address so they can call us and we can go ahead and do that, OK? Um, so let me go ahead and get um your personal email. Go ahead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, are you ready?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Let me repeat it back, that's [PII].
[CUSTOMER][NEUTRAL] Yep, that's it.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right, let me make sure it updated everywhere.
[AGENT][NEUTRAL] OK, uh, and do you wanna go ahead and try to register?
[CUSTOMER][NEUTRAL] Sure, do I need to log in or create the OSC account?
[AGENT][NEUTRAL] You had to create the OSC account.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And you're the insured?
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][POSITIVE] Yeah it looks like it's working.
[CUSTOMER][NEUTRAL] OK, so then I got to a verification screen so I can go ahead and do that then.
[AGENT][POSITIVE] OK, perfect. Yes, mhm, you did.
[CUSTOMER][NEUTRAL] So are you saying that all of our employees that use their work email will have to switch that?
[AGENT][NEUTRAL] Yes, to personal emails.
[CUSTOMER][NEUTRAL] Or is it just my?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] How does it like why does it block the work email versus personal?
[AGENT][NEUTRAL] Uh, I'm not sure how does it block it. Usually this happens only with the contact person, which is the one that needs to create the, the one for the whole group as well, but for some reason, um, it looks like it works better if you use a personal email than a work email. So um that's what we've been advising to just go ahead and change those to personal emails.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so someone who signed up with a personal email address may not have this issue, but anyone that used maybe their work email would have the same issue.
[AGENT][NEUTRAL] Mhm, yes, if they have the work email and they keep getting the error that means that we just need to change that email.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, we will advise our employees of that thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] You're welcome. Is there anything else I'm gonna help you with today, Miss?
[CUSTOMER][POSITIVE] I think that's all. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Have a good day bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.