AccountId: 011433970860
ContactId: 9547f98a-1a38-42db-ad98-6d6ffd05e75c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305179 ms
Total Talk Time (AGENT): 155862 ms
Total Talk Time (CUSTOMER): 90687 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/9547f98a-1a38-42db-ad98-6d6ffd05e75c_20250624T21:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Well, I was trying to log on online and check my account and uh maybe when I set this up a long time ago I had a different email or something I can't seem to get logged in.
[AGENT][NEUTRAL] Sure, no, you're completely fine it was nothing that you did um I do apologize for the confusion so 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 select the option uh as a new OSC user and then refill out your information there.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] I, I'm pretty sure I did that and it still wouldn't.
[CUSTOMER][NEUTRAL] You know, just wouldn't let me.
[AGENT][NEUTRAL] OK, yeah, um, the information you enter does have to match what we have in our system so we can go through all of that and just make sure that all of that is correct. I will also say that of course with this big change there have been a few little bugs and a solution that some people have found is only filling out the boxes that have an asterisk and leaving the others completely blank so I believe for an insured that would just be your last name, uh date of birth and then your email.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] All right, so that I'm pretty sure that uh that the email that maybe you have.
[CUSTOMER][NEGATIVE] Uh, is incorrect.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] But I'll try that right quick and see. No, it says no user name was saying.
[AGENT][NEUTRAL] OK, we
[AGENT][NEUTRAL] OK, so I'll go ahead and pull that up and just double check the information that we've got um what was your name? I'm sorry?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alrighty and then [PII] uh just in case we are disconnected can I get a good call back number from you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have your policy number?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] OK, um, I could start choosing your social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK, and I'm just gonna verify some information really quick. [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And can I get your mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. OK, I sure appreciate you verifying all of that. OK, so the email address that we've got on file for you is [PII].
[CUSTOMER][POSITIVE] That is correct then.
[AGENT][NEUTRAL] OK, let me go ahead and verify that spelling just in case. Um I have that as [PII].
[CUSTOMER][NEUTRAL] So I mean
[CUSTOMER][POSITIVE] I believe, I, I believe that is correct.
[AGENT][NEUTRAL] OK, so let me go ahead and give it a shot on my end.
[AGENT][NEUTRAL] Just to make sure, give me just a moment.
[CUSTOMER][NEUTRAL] I actually, it went through that time when I did it, I did.
[AGENT][NEUTRAL] Oh, OK. You just needed to be on the phone with me.
[CUSTOMER][NEUTRAL] I, I guess so. So now a verification is, is it anyway I I uh.
[CUSTOMER][NEUTRAL] Alright, so email address right here I've got another thing. Do I need to fill out all of this with a new password and all that stuff and and and and go from there?
[AGENT][NEUTRAL] It can be the same password, it could be the same password you were using that's perfectly fine.
[CUSTOMER][NEUTRAL] OK, but I
[CUSTOMER][NEUTRAL] But I just need to fill all this out, correct?
[AGENT][NEUTRAL] Yes sir so uh the first thing you'll do of course is get that verification code that was sent to that email and then enter that in and then you can go ahead and continue with getting the password set up.
[CUSTOMER][NEUTRAL] Alright, so on this, OK, and, and at some point it'll ask me for that code.
[AGENT][NEUTRAL] Um, yes, so where you put the right, so at the very top you'll enter that email in again and then hit that button that says, uh, send verification code or verify something like that, do you see that?
[CUSTOMER][NEUTRAL] Because it it has it right now.
[CUSTOMER][NEUTRAL] I do. I, I, I'll do that. I'll try it again.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] No worries, yeah, I'm so sorry about all of the confusion um if you have any other questions you need help with anything, give us a call right back OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] All right thank you bye bye.
[CUSTOMER][POSITIVE] OK thank you alright thank you.