AccountId: 011433970860
ContactId: 9f3f62b9-76c6-4f94-8043-bc6847492cba
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 508549 ms
Total Talk Time (AGENT): 205136 ms
Total Talk Time (CUSTOMER): 170164 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/9f3f62b9-76c6-4f94-8043-bc6847492cba_20250604T17:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I had tried logging into our accident, uh, policy, and, um, do, do you know if y'all changed the site or?
[AGENT][POSITIVE] Yes, ma'am. We have a new.
[CUSTOMER][NEUTRAL] What's going on with it?
[AGENT][NEUTRAL] We have a new online service center and I can help you navigate through it um can I please get your name and your call back number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, phone number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And then what is your policy number?
[CUSTOMER][NEUTRAL] Um, I don't have it because I can't log in.
[AGENT][NEUTRAL] OK, I can look it up with your social if you give that to me, please.
[CUSTOMER][NEUTRAL] Uh, I'm an insured, so do you still want my social?
[CUSTOMER][NEUTRAL] My husband's the holder.
[AGENT][NEUTRAL] Yes ma'am, your social, he's the holder, OK, is he there to be able to give us consent to help you get through the online service center since he's the account holder?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, but I'm probably can add him to the call.
[AGENT][POSITIVE] Absolutely. That'll work. And I can go ahead and look up the policy with your social.
[AGENT][NEUTRAL] If you're on the policy.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] OK, thank you very much. Let me look you up while you call him and get him on the phone with us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I probably have to look it up with his social.
[AGENT][NEUTRAL] I didn't pull you in.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, he's on the line with us.
[AGENT][NEUTRAL] OK, and what is his name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Hello, your name is [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Hi [PII], this is [PII]. I'm with American Public Life. I've got Miss [PII] on the phone. She's trying to set up your online service center for your policy. I'll need to um get some information from you, sir. Can I get your social so I can pull in your policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, sir. And let me pull that up real quick.
[AGENT][NEUTRAL] OK, Mr. [PII], can you please verify for me your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir, and then also your address, phone number and email address that we have on the policy for you, sir?
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] My phone number is [PII].
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And then one last verification email.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] And what?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And your email address please, sir?
[CUSTOMER][NEUTRAL] I'm sorry, it cut out.
[AGENT][NEUTRAL] I apologize.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, that's correct. Thank you, sir. And then, um, is it OK if Ms. [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, sets up your new online service center for you so that you guys can get into your policy.
[CUSTOMER][NEUTRAL] Yes
[AGENT][POSITIVE] OK, perfect. Thank you very much for giving me consent. I appreciate you taking time out of your day to do that. You're welcome, sir.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Thank you. Uh-huh.
[CUSTOMER][POSITIVE] No problem. Mm.
[AGENT][NEUTRAL] Mm bye bye.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] OK, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] This is [PII] back with you again. All right, so on the new online service center, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You're gonna have to reset it up completely so if you clear out your browser.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And go to [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] I think it's working now earlier.
[AGENT][NEUTRAL] Oh, did you sign up, um, create OSC account?
[CUSTOMER][NEUTRAL] Earlier
[CUSTOMER][NEUTRAL] I'm try I tried earlier but earlier it said it couldn't find him.
[CUSTOMER][POSITIVE] And now I went back to it again and it looks like it's working now.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Awesome well good you figured it out then.
[CUSTOMER][NEUTRAL] So that's why I was wondering.
[CUSTOMER][NEUTRAL] What the issue was.
[AGENT][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Let me see if it goes through.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm not verified email address.
[CUSTOMER][NEUTRAL] Oh, I think cause I have too many spaces maybe.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And you did choose that option to create OSC account right underneath the log in, start it brand new?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm, yeah, that's like it's something to do with his email address.
[CUSTOMER][NEUTRAL] I did [PII].
[CUSTOMER][NEGATIVE] I deleted it, reentered it.
[AGENT][NEUTRAL] And then it's gonna send a verification.
[AGENT][NEUTRAL] I was gonna send a verification code to that email address.
[CUSTOMER][NEGATIVE] Yeah, it's not going it says it gives me like a red error claim not verified email address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me just try it and send verification and see if it does it.
[CUSTOMER][POSITIVE] Oh, I think it went ahead and did it anyways.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEGATIVE] So, even though it's giving me that error.
[AGENT][NEUTRAL] Is it letting you go further?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Um, no, it said the code wasn't correct, so maybe another one will come.
[AGENT][NEUTRAL] OK. And I'll stay on the phone with you until you get all the way through it.
[CUSTOMER][NEUTRAL] Yeah, I think I.
[CUSTOMER][NEUTRAL] Yeah, it's probably gonna send another one because.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll probably have to redo it because it looks like now it won't send. I guess it probably sent too many codes and I entered it, so I'll try it and if it doesn't work I can call back we can call back.
[AGENT][POSITIVE] Absolutely. And I'm um gonna put in the note here that we did get consent from Mr. [PII] and it'll last for a whole day. So you won't have to get him back on the phone again. OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, I appreciate it.
[AGENT][POSITIVE] You're very welcome and let me give you your policy number so you guys have that when you call if you have to call back.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 153.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 650.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, you're very welcome, [PII]. Thank you so much for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][NEUTRAL] Mhm. Bye-bye. Bye-bye, ma'am.
[CUSTOMER][NEUTRAL] All right bye.