AccountId: 011433970860
ContactId: 9a579e5d-460a-4a60-a24d-bab199244df4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327880 ms
Total Talk Time (AGENT): 86264 ms
Total Talk Time (CUSTOMER): 96678 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/9a579e5d-460a-4a60-a24d-bab199244df4_20250611T21:06_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, I'm trying to get access to my online portal but I don't seem to have it anymore for some reason.
[AGENT][POSITIVE] OK, sure. I can assist you with that. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Phone number is [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. And do you have the policy number?
[CUSTOMER][NEUTRAL] I have.
[CUSTOMER][NEUTRAL] Uh, policy number is 02279407.
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. And may I have your date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[CUSTOMER][NEUTRAL] And you said mailing address?
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what is the email address on file?
[CUSTOMER][NEUTRAL] Uh, it'll either be [PII] or it'll be in [PII].
[AGENT][NEUTRAL] We have the first one, the personal, right, um, so we have updated our platforms with the with the website, so, um, all the, all the accounts need to register again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So if you have not registered since Monday, then you need to click on create OSC account.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] So I tried that the other day and I maybe I clicked the wrong thing when I was trying to register but I could not get it to create an account.
[AGENT][POSITIVE] OK, we can do this together.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK, so let me know when you're underinsured.
[CUSTOMER][NEUTRAL] I click
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yep, so I clicked register.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I want insured.
[AGENT][NEUTRAL] Insured mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, last name.
[CUSTOMER][NEUTRAL] Is my member ID the policy, right?
[AGENT][NEUTRAL] No, it's not the policy number. Um, let me check and see if you have a special member ID. Um, no, yours is gonna be the social. The group is using the social.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] Uh, well, that time it let me and I wonder if I had a wrong number the other day or something.
[AGENT][NEUTRAL] Yeah. It might have been that or maybe if you try that policy number, that's probably what kick you out.
[CUSTOMER][NEUTRAL] I tried both.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So I very well could just hit a wrong number or I did the wrong letter in my name.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] It could be anything.
[AGENT][NEUTRAL] Yeah, it could have been us too that'd be we were updating the system, so yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Ok, I'm waiting on my code.
[CUSTOMER][NEUTRAL] There we go now I'm in.
[AGENT][NEUTRAL] All right. Is, is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Uh, nope, that should be it.
[AGENT][POSITIVE] All right. Well, you have a good afternoon and thank you for calling APL.
[CUSTOMER][POSITIVE] Yeah thank you so much have a good day.
[AGENT][POSITIVE] You're welcome. You too. Bye-bye, Mr. [PII].
[CUSTOMER][NEUTRAL] Uh huh bye.