AccountId: 011433970860
ContactId: a233616f-3df1-4de2-b137-70e35c807a56
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 408579 ms
Total Talk Time (AGENT): 204236 ms
Total Talk Time (CUSTOMER): 110410 ms
Interruptions: 1
Overall Sentiment: AGENT=1.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/a233616f-3df1-4de2-b137-70e35c807a56_20250606T12:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII]. How are you?
[AGENT][POSITIVE] I'm good [PII], how are you today?
[CUSTOMER][POSITIVE] I'm good I'm good. I was trying to uh.
[AGENT][POSITIVE] Good. Well, how can I help you?
[CUSTOMER][NEUTRAL] I was trying to get on the website and it it looks like it's a new format on there.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] So I don't know if and when I try to create a new account or create an account, it's saying I'm not bound.
[AGENT][NEUTRAL] OK [PII], well, so you're trying to log into the OSC but you're getting an error message, is that correct?
[AGENT][NEUTRAL] Are not able to, yes ma'am. Well, I can help you with that and could you please give me your last name again?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, thank you. And your good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. So are you trying to first off um Missport, are you trying to sign in for your own personal portal?
[AGENT][NEUTRAL] Are you calling as a group administrator? OK, yes, ma'am. All right. And what is your policy number, please?
[CUSTOMER][NEUTRAL] Yes, to my own portal.
[CUSTOMER][NEUTRAL] I know you're gonna ask that where's my wallet on.
[AGENT][NEUTRAL] If it's easier, Ms. [PII], and you're the primary policy holder, I can try and look it up with your full social.
[AGENT][NEUTRAL] If that's easier, just whichever you prefer.
[CUSTOMER][NEUTRAL] I, I think it's.
[CUSTOMER][NEUTRAL] [PII] is my social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 38. Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK thank you give me a couple of moments please to locate your information.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, Ms. [PII], so first off, I will have to verify several pieces of information with you for security. So first off, if you'll please verify your date of birth.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the next piece of information would be your home mailing address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. The phone number that is on file for you is the same as the one that you gave me, so that is the best number that we should have, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, thank you. And then Ms. [PII], I do need to add an email address back on file for you. What is, what email would you like to have registered?
[CUSTOMER][NEUTRAL] Let's do [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] At at unique.
[AGENT][POSITIVE] I'm so sorry at.
[CUSTOMER][NEUTRAL] I US
[AGENT][NEUTRAL] Say that again.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] you mean?
[CUSTOMER][NEUTRAL] You need
[AGENT][NEUTRAL] You want IQE? Uh-huh.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Dash, I'm sorry. I'm, what's the next part?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you very much. So Miss [PII], yes, there was an update made in the online service center, so you will need to set up a new profile. So when you get to the online service center login page right below the bar that says log in you should see create OSC account.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you would select that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then on the next screen, you're gonna select insured.
[AGENT][NEGATIVE] And go to the next screen. Now, on that screen, there's only, I believe it's 3 boxes that have a red asterisk beside them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And so that's actually the only ones you will need to complete your information on.
[AGENT][NEUTRAL] At this time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And then I mean if you I'm very happy to stay on the line with you if you're wanting to try to set that up fully to make sure you don't have any other issues.
[CUSTOMER][POSITIVE] Yeah, cause it's still getting there.
[CUSTOMER][NEGATIVE] They're still giving me an error message no user found with the information that was entered.
[CUSTOMER][NEUTRAL] Oh let let me change the email hold on.
[CUSTOMER][NEUTRAL] Let's see now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright seems like I'm I'm getting there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then this time, you will receive two different um like security codes to your email that you will need to um you know, just follow the steps for, but that's kind of like a two-factor authentication.
[AGENT][POSITIVE] But again, if you have any issues, you know, please give us a call back and we'll be more than happy to assist you or I can wait to make sure you're fully in.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's entirely up to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the verification code.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Let's, let's just wait a few seconds just in case.
[AGENT][POSITIVE] Sure, uh-huh, yeah, absolutely.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] The station code.
[CUSTOMER][NEUTRAL] And is that.
[CUSTOMER][NEUTRAL] It's saying claim not verified email address you now can continue.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you're
[CUSTOMER][NEGATIVE] I don't understand.
[AGENT][NEUTRAL] You will receive a code via your email. Mhm, and it may take a couple of seconds.
[CUSTOMER][NEUTRAL] OK, there you. OK.
[CUSTOMER][NEUTRAL] It, it's gone for the
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Alright, looks like I'm in, yeah.
[AGENT][POSITIVE] OK, wonderful.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Wonderful.
[AGENT][NEUTRAL] Well is there anything else um then that I could help you with at the moment?
[CUSTOMER][POSITIVE] That is all thank you so much for your help.
[AGENT][POSITIVE] Oh, well, you're very welcome and thank you again for calling APL. I hope that you have a wonderful weekend.
[CUSTOMER][NEUTRAL] You do the same.
[AGENT][POSITIVE] Yes ma'am, thank you.
[CUSTOMER][NEUTRAL] Mhm. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.