AccountId: 011433970860
ContactId: 9d5c9d6a-5b75-4f34-8177-674e214c5a82
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 611520 ms
Total Talk Time (AGENT): 200126 ms
Total Talk Time (CUSTOMER): 181254 ms
Interruptions: 4
Overall Sentiment: AGENT=1.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/9d5c9d6a-5b75-4f34-8177-674e214c5a82_20250602T16:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi [PII], my name is [PII]. Um, I was trying to log into my account, but every time I try to log in it says that my account cannot be located. I try to reset the password and everything, but nothing, nothing seems to work, so I'm not sure what the issue might be.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir, um, I can help you with the online service center. Uh, can I please get the spelling of your first name and then your callback number?
[CUSTOMER][NEUTRAL] Yeah, my first name is [PII]
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEUTRAL] And our callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you I appreciate it, and then what is your policy number, sir?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Policy number is 02618428.
[AGENT][NEUTRAL] OK, thank you, let me pull up your policy real quick.
[AGENT][NEUTRAL] We did launch a brand new online service center.
[AGENT][NEUTRAL] So that's probably the issue um I just got an email saying that it should be live now but we're gonna try it and see first, um, [PII], can I get your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your address, phone number and email address that we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] Um, so the phone number should be the one I just gave you [PII].
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] My address is [PII], that's [PII].
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] And then one last verification can, yes.
[CUSTOMER][NEUTRAL] And the email
[CUSTOMER][NEUTRAL] The email it's gonna be, well, either [PII] or my work email, which is [PII].
[AGENT][NEUTRAL] OK, I've got the [PII] and that is gonna be the email address that you'll need to use in the online service center. So if you wouldn't mind getting out of it and going back into it and you'll have to use your email address now as your username.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go back in and I do log in.
[AGENT][NEUTRAL] Yes, you'll use your username log in it'll um have you create a password I believe.
[AGENT][NEUTRAL] Once you get in there.
[CUSTOMER][NEUTRAL] Um, well, it's just asking me for email address and password. It's not having me create a password.
[AGENT][NEUTRAL] OK good alright so just go ahead and use your email address for your username and then put in your password.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The password I had, I had before.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] It's saying we can't seem to find your account.
[AGENT][NEUTRAL] OK, you may need to create a new password.
[CUSTOMER][NEUTRAL] OK, so I do forgot password.
[CUSTOMER][NEUTRAL] And then it tells me to enter my email address, so I do enter Csi's address.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Send verification code.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] And then I'll be getting an email which takes a couple of minutes to come in.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And you did once um.
[AGENT][NEUTRAL] You were on the welcome screen you did create your OSC account you you did click that, right?
[CUSTOMER][NEUTRAL] So I did that before, so, but it's, since this is a new portal, do I need to create the account again?
[AGENT][NEUTRAL] I think you said you did.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I thought you had said you did and then it came back. OK.
[CUSTOMER][NEUTRAL] OK, alright, so.
[CUSTOMER][NEUTRAL] I mean, I, I had before, but you're saying that this is a new I I mean I have logged in before and that's how I was able to get my ID card and everything online, but now you're saying that this is a new one?
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] It's an absolutely brand new portal, yes sir.
[CUSTOMER][NEUTRAL] So I have to create a new account again, basically.
[AGENT][NEUTRAL] Yes, create your OSC account and that should be on the um the welcome screen right under log in.
[CUSTOMER][NEUTRAL] Can I create your OSC account?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] So I tried doing that, but I'll do it again, right, so, last name, I bought it.
[CUSTOMER][NEUTRAL] Um, and then it's saying Social Security number or member ID, but not the policy number. I don't have a member ID on my card, so which one is the member ID?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] The member ID number that is gonna be the policy number that you gave me the 02618428, but use your social because it'll pull in every policy that you have under your name so you only have to go in the online centers or service center to see every policy.
[CUSTOMER][NEUTRAL] Oh, OK. So, my social, OK.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Zip code and then my so's email date of birth.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] I think you're gonna like the new OSC it's, it's a lot more user friendly than the last one was.
[CUSTOMER][NEUTRAL] Oh yeah, OK.
[AGENT][POSITIVE] Yes, so once you get in, yes, we're pretty excited about it.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] That's good. That's good. All right, I got the code again. Let's see.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Like so many codes.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] It's HIPAA. We have to have everything based on the HIPAA law, so it's so much verification, so nobody else can get your information.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Yeah, yeah, yeah, no, no, I totally get it.
[AGENT][NEUTRAL] Did it tell you you successfully created?
[CUSTOMER][POSITIVE] Yes, yes, and I got it already. Thank you so much for helping me.
[AGENT][POSITIVE] Awesome. Awesome. That is, you're the first one I've been able to help since we opened it because we had some issues this morning. So that just makes me feel good that you were able to get in there. I'm so, yes, awesome.
[CUSTOMER][POSITIVE] Yes. Yes, thank you so much. I appreciate it.
[AGENT][POSITIVE] You're very welcome. Is there anything else that I can help you with before we go?
[CUSTOMER][POSITIVE] No, that's gonna be all. Thank you. I appreciate it.
[AGENT][POSITIVE] OK, well, [PII], you have a beautiful week and thank you for calling APL.
[CUSTOMER][POSITIVE] All right you too bye bye.
[AGENT][NEUTRAL] All right, bye-bye, sir.