AccountId: 011433970860
ContactId: a0e33ae8-82c4-4b27-9a48-bf6eef848fcb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1157010 ms
Total Talk Time (AGENT): 299995 ms
Total Talk Time (CUSTOMER): 315761 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/a0e33ae8-82c4-4b27-9a48-bf6eef848fcb_20250624T14:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I'm trying to log in to the, um, online service center and I guess I haven't logged in to this new one before.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because I was gonna file a claim and then so I went to create my account and it says that.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Can't find me in the system or whatever to call this number.
[AGENT][NEUTRAL] OK, let's take a look. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it is 2609512.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] And then if I can get your name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you, [PII]. And then can you verify, please, your physical address and email?
[CUSTOMER][NEUTRAL] Sure, my address is [PII]. Email is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So when you put in, did you try clicking on um under the login option did you try clicking on create your OSC account and it was saying it couldn't find you? OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so on that page where it asks for your information, um, you have.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Put in just your last name, email, and date of birth. Leave out your social and zip code.
[AGENT][NEUTRAL] The email you gave me was the one we have on file. It is the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And let me know if that lets you move forward.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So just my my last name, email, and date of birth, that's it.
[AGENT][NEUTRAL] Mhm. Yup, just put in those 3 things.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No, it says error no user was found with that information that was entered. Please try again if this error persists, please call customer service.
[AGENT][NEUTRAL] And your last name is spelled [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, you know what? I think I had this problem before.
[CUSTOMER][NEUTRAL] And I think
[CUSTOMER][NEUTRAL] They told me I had to put the zip code in for my work.
[CUSTOMER][NEGATIVE] It's just coming back to me. I think I had this problem last time.
[AGENT][NEGATIVE] It shouldn't, it shouldn't even require the zip code when you're setting it up though. It should just only ask the red asterisk by the last name, email, and date of birth are the only three things required.
[CUSTOMER][NEUTRAL] Went to log in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I don't know.
[AGENT][NEUTRAL] What internet browser are you on? Are you on Google Chrome, Internet Explorer?
[CUSTOMER][NEUTRAL] Um, yeah, I'm, I'm on Chrome.
[AGENT][NEUTRAL] Crown.
[AGENT][NEUTRAL] Because when I click next, it's letting me move forward with your
[AGENT][NEUTRAL] Information on it.
[CUSTOMER][NEUTRAL] All right. And they
[CUSTOMER][NEUTRAL] It's [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then yeah.
[CUSTOMER][NEUTRAL] And then [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And then [PII] [PII].
[AGENT][NEUTRAL] Yeah, huh.
[AGENT][NEUTRAL] OK. Uh.
[CUSTOMER][NEGATIVE] Yeah, it's not letting me.
[AGENT][NEUTRAL] All right, let me see if I, I can do like a temporary password just to try. Do you have access to the email to get into it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I just emailed you a verification code, so when you get that, uh, just read it back to me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Received anything yet.
[AGENT][NEUTRAL] It takes a minute, yeah, sometimes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Try to email myself make sure our email is not down.
[CUSTOMER][NEGATIVE] We had so many problems yesterday with all of our systems going down even our phones were down.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] My son cut his eye, so he had to go to the urgent care and the ER.
[CUSTOMER][NEUTRAL] Went to urgent care and then they were like no you need to go to the ER so.
[AGENT][POSITIVE] And you're like, good times.
[CUSTOMER][NEGATIVE] Yeah my email is not even coming through.
[CUSTOMER][NEUTRAL] Hold on just one second, let me check with my coworker. Hey, [PII].
[AGENT][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Any emails today?
[CUSTOMER][NEUTRAL] It came through OK?
[CUSTOMER][POSITIVE] Just got it, never mind, it just came through.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, code is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Just came through thanks.
[AGENT][NEUTRAL] OK, so if you go back to the dashboard now and click log in you're gonna use your email as the log in that's gonna be your username going forward.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The password I created for the account is [PII] at the beginning.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII] at the end. Um, it is gonna send you another verification code, so we'll have to do that now every time when you log in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says my password is incorrect, so it's A [PII]
[AGENT][NEUTRAL] Mhm and then [PII], yeah.
[CUSTOMER][NEUTRAL] Then [PII]
[CUSTOMER][NEUTRAL] But those are not capitalized?
[AGENT][NEUTRAL] Correct. Only the [PII].
[CUSTOMER][NEUTRAL] OK, OK, [PII].
[AGENT][NEUTRAL] There's a [PII] also.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] Start over just to make sure.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Maybe I missed the 5.
[CUSTOMER][NEUTRAL] There it goes.
[CUSTOMER][NEUTRAL] Send verification code.
[CUSTOMER][NEUTRAL] Hopefully it doesn't take as long as my last one.
[AGENT][MIXED] It's a double-edged sword. Some people like it. They're like, oh, that's good, it's added security, and then some people are like, this is really annoying, and I'm like, well, you know.
[CUSTOMER][MIXED] That is annoying, but I understand, especially with how much frauds out there nowadays.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's true.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got the email I sent myself just now.
[CUSTOMER][NEUTRAL] Is this a timed one?
[AGENT][NEUTRAL] Um, I know like the code is only good for so long. I think it's 10 minutes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, the place where I put the code disappeared.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Maybe, maybe you can't click off of it.
[AGENT][NEUTRAL] Maybe not.
[CUSTOMER][NEUTRAL] Oh, I just got the code.
[CUSTOMER][NEGATIVE] But there's no way for me to put it in.
[AGENT][NEUTRAL] Mm mhm.
[AGENT][NEGATIVE] Just maybe you can't click away from the box if it disappeared and it won't come back up.
[CUSTOMER][POSITIVE] Alright, let's try it again.
[CUSTOMER][NEUTRAL] Try logging in again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Verification code click send.
[CUSTOMER][NEUTRAL] I wonder if it's gonna send me a new one or if I can use this one.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] I gotta wait for the new one.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] I'm sorry this is taking so long.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Gonna get my son to send me his after visit summary. It's like pulling teeth here.
[CUSTOMER][NEUTRAL] Now if I, I feel like if I hit send new code.
[CUSTOMER][NEUTRAL] And I'm gonna get the other one and I'm gonna have to wait again.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] I agree. Yeah, I thought that too earlier. I was like I'm afraid to hit a new one and then it's gonna come through.
[CUSTOMER][NEUTRAL] But then again I feel like our 10 minutes is gonna be up.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] He keeps calling over and over again.
[CUSTOMER][NEUTRAL] I don't know you think I should hit some new code?
[AGENT][NEUTRAL] Yeah, go ahead and, and give that a try. It's weird that that box just went away.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I haven't heard anybody say that.
[CUSTOMER][NEUTRAL] OK, I hit it so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We'll see what happens.
[CUSTOMER][NEGATIVE] Email is so terrible here so.
[AGENT][NEUTRAL] Well, sometimes
[CUSTOMER][NEUTRAL] A lot of times are.
[CUSTOMER][NEGATIVE] Will block everything and things don't come through.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, I just got hopefully this is the one that I just did the new code right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] 645361.
[CUSTOMER][POSITIVE] Yay verify now I can continue.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Start your claim.
[CUSTOMER][NEUTRAL] Next time.
[CUSTOMER][NEUTRAL] Traditional claim injury or accident.
[AGENT][NEUTRAL] Mhm. Yeah, they'll always be traditional unless it's like a wellness claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Forgot that this was changing over my agent did tell me that it was gonna be changing to a new thing.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it changed, I guess it's been, it's been about 2 weeks, I think now. Initially, it was kind of um
[AGENT][NEGATIVE] A headache. It wasn't working the way it was supposed to. It's still
[AGENT][NEUTRAL] It's still um got some.
[AGENT][NEUTRAL] Kings to work out like anything new, it seems like.
[CUSTOMER][NEUTRAL] Right, we're going to all new systems to [PII], so.
[CUSTOMER][POSITIVE] Oh fun time.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] OK, it's just keeps loading and loading it's not pulling anything up for claimant details.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Yeah, it, I've noticed that this one does tend to, it does seem to spin, take a moment, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Groups have said that too with like invoicing and stuff that it just takes it's like it takes it a moment to pull up, pull up the information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Um, I have had people, if it does error, some people have had to close out, start over. Hopefully it's not gonna do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then after that I just enter everything in just like regular right? and then upload the documents?
[AGENT][POSITIVE] Yeah, just upload your files. Yeah, absolutely, and you'll get a confirmation like before as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, but I don't have to like do the forms this one that it lets me fill out the forms like before I would have to print out the form, write it out and then upload that. I don't have to do that anymore.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] You shouldn't have to do that, no, for the, no, it, it, yeah, just upload your docs.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you so much I appreciate your help.
[AGENT][POSITIVE] You're welcome, [PII]. I hope you have a good rest of your day.
[CUSTOMER][POSITIVE] All right you too bye.
[AGENT][NEUTRAL] Bye bye.