AccountId: 011433970860
ContactId: a7cb1088-8df9-4530-bd7a-bb315ee1f428
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 984909 ms
Total Talk Time (AGENT): 245179 ms
Total Talk Time (CUSTOMER): 381337 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/a7cb1088-8df9-4530-bd7a-bb315ee1f428_20250626T13:42_UTC.wav
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[CUSTOMER][NEUTRAL] Online
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, good morning. I'm calling on behalf of my mother and myself. I see you have a new online service center and I'm trying to, I guess, create a new account because my old one is not working.
[AGENT][NEUTRAL] Mhm. OK, sure, I can assist you with that. And may I have your name?
[CUSTOMER][NEUTRAL] This is, I'm gonna give you my name because I have a uh an account as well, but currently I'm trying to upload something on behalf of my mother.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So I'm gonna get mine set up and then I'll add her to the call so we can get her set up as well, OK?
[AGENT][POSITIVE] OK, sure, no problem.
[CUSTOMER][NEUTRAL] OK, my last name is [PII], first name is [PII] A.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I have this uh through Webster Parish School Board.
[CUSTOMER][NEUTRAL] My policy.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Do you know the policy number by any chance, Miss [PII]?
[CUSTOMER][NEUTRAL] No, I can give you my social.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK, bear with me just a second. Um, let me have a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] and I can go ahead with the social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] for security, may I have um your mailing address, email address on file, and your date of birth?
[CUSTOMER][NEUTRAL] [PII] and I'm not sure which mailing I mean email address you have for me so I'll give you the one that I think you should have and if not, we're gonna correct it. You could have um [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] You could have, OK, you got that. OK. And uh, would you ask me for date of birth? [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All right. So, have you tried to register already or this is your first time trying? OK. All right. OK, so.
[CUSTOMER][NEGATIVE] I have. No, I tried and it said account not found.
[AGENT][NEUTRAL] OK. So what we're gonna do since you already try is close everything and go ahead and clear the cache.
[CUSTOMER][NEUTRAL] OK, give me a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're gonna go either to [PII] or [PII], whichever are the two. If you go to [PII], you're gonna click on sign in. If you click on [PII], you're gonna click on just create OSC account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's not come up yet. Give me a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, sign in.
[AGENT][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] And it says welcome to OCS to get started. You have to create a new account and that's where I was.
[AGENT][NEUTRAL] Yeah. OK, go ahead and click on create OSC account. You're gonna click on insured and you're gonna go ahead and fill out only the asterisks that are in there, which is your last name, email, and date of birth only. Last name, email, and date of birth only.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, OK. It says complete set up, so I'm gonna complete the set up. Let me close this door. uh uh unhappy baby out here.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Hm hm.
[CUSTOMER][NEUTRAL] Who has a baby out there?
[CUSTOMER][NEUTRAL] OK, I speaker second.
[CUSTOMER][NEUTRAL] Finish this up.
[AGENT][NEUTRAL] OK, sure, yes.
[CUSTOMER][NEUTRAL] OK. Am I able to put my new, my, well, I, I'll keep it, never mind.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Don
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh shoot, I am so crazy where it says verification number, I literally put my email number. Give me a second.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I experienced.
[CUSTOMER][NEUTRAL] see.
[CUSTOMER][NEUTRAL] 3.
[CUSTOMER][NEUTRAL] know.
[CUSTOMER][NEUTRAL] But if you don't mind if you don't mind.
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] they wish they had.
[CUSTOMER][NEUTRAL] you make me so.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, I'm in.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So now I, I need to create my, my mother's account, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm gonna add her to the call. I do know her information, but I am going to add her to the call for you, OK?
[AGENT][POSITIVE] Yes, OK, thank you.
[CUSTOMER][NEUTRAL] Alright, OK, hold on.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Person.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, I see what is on the same.
[CUSTOMER][NEUTRAL] OK, she's on the phone. Do I need to clear my cash again, uh, in order to do this?
[AGENT][NEUTRAL] Um, no, because this time you didn't have no troubles, you just went through, um, you probably will have to log out to your, uh, from your account if you already went in, um, just to make sure you don't get back, but that's all, um, OK, and who do I have on the line with us?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mama. Yeah. She, she's talking to you. She asked who she asked who you are. Oh, I'm [PII]. Smoothie [PII]. she ain't mama, mama, she ain't just ask who you were. Listen to her mama. OK. Alright.
[AGENT][NEUTRAL] May I have your name?
[AGENT][NEUTRAL] OK, uh let me have that policy number again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Social, that's her social. [PII]
[AGENT][NEUTRAL] Oh, that's their social. OK.
[AGENT][NEUTRAL] One moment. OK, one moment. I don't want to write that down. So let me just type that in, OK?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, go ahead. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And your name?
[CUSTOMER][NEUTRAL] [PII] Y.
[AGENT][NEUTRAL] OK, thank you. All right. And I need to verify your mailing address and email address on file.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the?
[CUSTOMER][NEUTRAL] Um, as far as what's on file for her, for her email, I'm gonna, I may have given mine and it may be hers, so I'm not sure. It could be [PII] or it could be.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Or it could be or [PII] because I set her account up for her, obviously.
[AGENT][NEUTRAL] OK, well, it's gonna be the first one, OK? The [PII] at [PII]. Mhm.
[CUSTOMER][NEUTRAL] Alright, so [PII], yeah, that's hers, OK, alright, so I'm getting ready, mama, I need you to go to your um email and they're gonna send a verification code in a little bit, OK? Oh, let me see, you know my thing's slow but. That's fine. If you don't get it, am I able to go ahead and start setting this up? I wish you can.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Momma, no, listen, hello, I'm talking to the lady. Mom, OK. Am I able to go ahead and submit this information with the asterisk only?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Um, you're able to do that, but if you don't get that that verification code, you cannot move forward to creating a password or getting the account set up, yeah. Mhm.
[CUSTOMER][NEUTRAL] I know, I know. I know.
[CUSTOMER][POSITIVE] I, I'm gonna get her to set it up. She knows she knows to get it. She knows how to do it.
[AGENT][NEUTRAL] Oh, OK. OK. Mhm. Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, so let me ask you a question on this verification, if I put mine in there, is it not gonna send it to me?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, because the one we have on file is hers. Unless we change it, I'll need her permission to change it.
[CUSTOMER][NEUTRAL] Can I add
[CUSTOMER][POSITIVE] I, I'll give her permission to do that because she handles my business for me.
[AGENT][NEUTRAL] OK. All right, yes, so we can go ahead and change it. Which one do you want to use, Miss [PII]?
[CUSTOMER][NEUTRAL] Do [PII].
[AGENT][NEUTRAL] And that was [PII] E.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'm sorry, I didn't hear you.
[AGENT][NEUTRAL] The, the first word that you said was sue.
[CUSTOMER][NEUTRAL] [PII], my first name [PII].
[AGENT][NEUTRAL] Oh, OK. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, OK, sorry, I don't know how I heard. OK, bear with me just a second.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] When you switch this system over cause I thought we just used it not very long ago.
[AGENT][NEUTRAL] We have changed the whole platform on the OSC for extra security.
[AGENT][NEUTRAL] Mhm. And um Miss um [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Wow, OK.
[AGENT][NEUTRAL] Ms. [PII], go ahead and spell your first name one more time. I think I, I miss [PII].
[CUSTOMER][NEUTRAL] [PII] A.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Make sure they change everywhere.
[AGENT][NEUTRAL] OK, OK, go ahead and try it.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, I'm in.
[AGENT][POSITIVE] OK, perfect. Is there anything else I can help you with today, Miss [PII] or Miss [PII]?
[CUSTOMER][NEUTRAL] No, I'm gonna wait to just hold on.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I wanna make sure I'm in.
[AGENT][NEUTRAL] Oh, OK, yes, go ahead, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I need to write down what I just wrote.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK. I'm in. Thank you so very much.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, you're fine thank you I appreciate you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you. All right.
[AGENT][POSITIVE] Yeah. You're welcome and thank you for calling APR. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye. You too.