AccountId: 011433970860
ContactId: a5b65ad4-8c6b-46b2-bc2f-9e44a02b2ff0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165229 ms
Total Talk Time (AGENT): 75406 ms
Total Talk Time (CUSTOMER): 83826 ms
Interruptions: 0
Overall Sentiment: AGENT=3.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/a5b65ad4-8c6b-46b2-bc2f-9e44a02b2ff0_20250603T15:51_UTC.wav
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[AGENT][POSITIVE] Thank you for calling ATL. This is [PII]. How can I help? How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi. Um, I recently or [PII], I got this, uh, APL coverage and I set up a
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Uh, log in and now I can't log in.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes.
[CUSTOMER][NEGATIVE] And it sounds sad.
[AGENT][NEUTRAL] Sorry, I didn't mean to interrupt you, um, so our website did just undergo quite a big change as of yesterday, so you would have to create a new log in um it would be all of the same information um you would just register again uh essentially the biggest difference is going to be that uh you're not going to use a username you would log in with your email, so you would just have to enter in that information again.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] Oh, that's why this is an account cannot be found.
[AGENT][NEUTRAL] Right, because you would have to recreate the account.
[CUSTOMER][NEUTRAL] And there, yeah.
[CUSTOMER][NEUTRAL] OK, another question I was trying to log in to do it online, but I, it's myself and my 3 children.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh the insured name is my name, but I have a very long name so you can fit all of them in. Apparently, my name is [PII] on the end. So first, I got two cards that said C O L I N S, so missing L.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then I go to card that says C O L L I N, no F.
[CUSTOMER][NEUTRAL] Can I still use those cards?
[AGENT][POSITIVE] Oh yes, absolutely.
[CUSTOMER][NEUTRAL] OK, so it doesn't matter that it's missing.
[AGENT][POSITIVE] Yeah, that's perfectly fine.
[AGENT][POSITIVE] No, that is perfectly fine. The biggest thing is going to be the policy number, um, wherever you go for treatment, um, if the providers need any, uh, if they have any questions or concerns or anything, they're more than welcome to give us a call just giving us that policy number we'll be able to confirm everything.
[CUSTOMER][NEUTRAL] misspelled because.
[CUSTOMER][NEUTRAL] OK. All right. All right.
[AGENT][POSITIVE] Absolutely. Yeah. Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] So it's
[CUSTOMER][NEUTRAL] Yeah, it says create your OSC account. Is that?
[AGENT][POSITIVE] Yes, yes, that is correct.
[CUSTOMER][POSITIVE] I service center, OK. All right. All right. Thank you.
[AGENT][POSITIVE] Yes, all right, sorry about all the confusion. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] All right, of course, thanks for giving us a call have a great rest of your day.
[CUSTOMER][POSITIVE] All right you too.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.