AccountId: 011433970860
ContactId: 9315f122-75c8-41c5-9f17-2e1e3898d739
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 342799 ms
Total Talk Time (AGENT): 150525 ms
Total Talk Time (CUSTOMER): 167709 ms
Interruptions: 6
Overall Sentiment: AGENT=2.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/9315f122-75c8-41c5-9f17-2e1e3898d739_20250619T22:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hi, I'm trying to log in to my account on my computer and it's not finding my um account number.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Or it says I don't have an account set up?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, OK, so first of all I do apologize for any confusion um as of just a couple of weeks ago our website did undergo quite a big change and with that change all users are now having to create new accounts so you would go into uh like you're a new user yeah reenter that information um create the new account and then you should be able to sign in that way.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK. So, um, I actually went to
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Let me see what it's called.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The online service center is that what you're talking about?
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK, I said I did that. I went in to create your OSC account, is that it?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, and then you would, uh-huh.
[CUSTOMER][NEUTRAL] OK, so I did that.
[CUSTOMER][NEUTRAL] I hit insured.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And I filled in all the information.
[CUSTOMER][NEGATIVE] Um, including my social, my name, my date of birth, everything, and then it tells me there's no account.
[AGENT][NEUTRAL] OK, so again, I, I do apologize. I, the information you entered does have to match what we have in our system, so I can go ahead and get that pulled up and verify that all of that is correct. And then, um, I will say as well with this being, you know, so new there are a few little bugs and kinks, um, and some.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Users have had more success only filling out the boxes that have the asterisks and leaving the others completely blank so I believe that would just be your last name, date of birth and then the email address so if you wanna give that a shot um we can or I can go ahead and get that pulled up just to make sure we have the correct email.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] Oh OK, it, it's [PII].
[CUSTOMER][NEUTRAL] So, OK, let me see now it says no user was found with the information that was entered try again or call you which I did.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let's go ahead and just get your policy.
[AGENT][POSITIVE] Yeah, let's go ahead and get that policy pulled up.
[CUSTOMER][NEUTRAL] Policy number?
[AGENT][NEUTRAL] Oh, please.
[CUSTOMER][NEUTRAL] Sure. Um,
[CUSTOMER][NEUTRAL] Let's see, policy number is 01988239.
[AGENT][NEUTRAL] OK, and then I'm sorry, what was your name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Got it. And then just in case we are disconnected, can I get a good call back number from you in uh just in case?
[CUSTOMER][NEUTRAL] Absolutely [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you and then I'm just gonna verify some information really quick [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then can I get your mailing address?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Perfect. OK, and now it looks like the email address that we've got on file for you, uh, looks like it is through an organization or maybe your employer.
[CUSTOMER][NEUTRAL] Oh, so it must be my [PII]. OK, let me, let me change it here. Maybe that's the problem.
[AGENT][POSITIVE] Yeah it does have to match what we have. I'm so sorry for all the.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Confusion.
[CUSTOMER][POSITIVE] No worries, uh.
[CUSTOMER][NEUTRAL] It is what it is, right? yo.org.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Next, let me try that. Ah, it said continues the first time.
[AGENT][NEGATIVE] I didn't like it that time. There we go.
[AGENT][NEUTRAL] Do you, is that still a good email? Do you have access to that?
[CUSTOMER][NEUTRAL] Yes, I do, um, so I just put in a new password.
[AGENT][POSITIVE] OK awesome OK the reason I ask is it is going to.
[AGENT][NEUTRAL] Yes, um, it is going to send a verification code to that email address, um, so if that ever needs to be changed, just give us a call, um, but yeah, you just create your password and then that's what you're gonna use to log in.
[CUSTOMER][NEUTRAL] I'm go, go ahead.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I'm sending the verification code and then I'll go to my email and get it hopefully.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see if that's the right [PII]? No, that's an old one, so it needs to send me a new one, right?
[CUSTOMER][NEUTRAL] We've been working at this for a while, so we have some old codes here.
[AGENT][POSITIVE] 00, I see. I'm so sorry.
[CUSTOMER][NEUTRAL] Oh, here's a new one came in. A new one just came through. OK, so it's OK. I'm not gonna let you go until I get in, so hold on.
[AGENT][POSITIVE] Awesome.
[AGENT][POSITIVE] No, yeah, you're fine you are perfectly fine.
[CUSTOMER][NEUTRAL] OK. So let me get back to the screen. Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, I can change my email and, OK. It looks like I'm in, so thank you so much for your help.
[AGENT][POSITIVE] Awesome.
[AGENT][POSITIVE] You are very welcome again I apologize for the confusion, but if you need anything else, give us a call.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No worries. Thank you so much. Have a great day.
[AGENT][POSITIVE] Alright thanks [PII] have a great rest of your day you too thanks bye bye.
[CUSTOMER][NEUTRAL] Bye bye.