AccountId: 011433970860
ContactId: a8d51ced-183b-4597-9c78-5a2d8072d7a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 435480 ms
Total Talk Time (AGENT): 208772 ms
Total Talk Time (CUSTOMER): 168014 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/a8d51ced-183b-4597-9c78-5a2d8072d7a0_20250611T15:29_UTC.wav
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[AGENT][POSITIVE] Thanks for contacting ATL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, so I have gap policy through you guys through my job. Uh, I contacted you guys yesterday. You sent me over a sheet on how to, I need to make a claim basically, uh, somebody sent me a PDF on how to create an account, start following that thing. Uh, I get to a screen that asks for my last name, my social security number slash account number.
[CUSTOMER][NEUTRAL] Couple other like phone number address type things uh but when I hit submit on all that it says the account can't be found um I verified that I do have the coverage, so I was curious if you could help me with either the account number or or what I need to do to get the account set up so I can submit documents.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Absolutely, yes, so let's go to the, let's, let's, um, back out to get what you need for.
[AGENT][NEUTRAL] And um
[CUSTOMER][NEGATIVE] I'm I'm sorry, I'm having a hard time understanding you.
[AGENT][NEUTRAL] Oh, I'm sorry. If you don't mind, uh, um, giving me your policy number, please. We'll look at that, we'll look at your policy number first.
[CUSTOMER][NEUTRAL] There, OK, I can hear you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I don't have a policy number.
[AGENT][NEUTRAL] OK, you're, you're just now starting with us or, or what?
[CUSTOMER][NEUTRAL] No, I've had it for a while. I mean, I've had this for multiple years now. Uh, I've never used it.
[AGENT][NEUTRAL] 00, you have your policy number with you. Is that what you're, is that what you're saying, sir?
[CUSTOMER][NEUTRAL] Well, I can log into my HR account but I don't see where there's a policy number listed anywhere on the account for this account.
[AGENT][NEUTRAL] OK, well, let me go ahead. I need to, there's certain information that I need to verify that we've got, um, just to make sure that we have information on our side that that will help the computer find you. So if you don't mind spelling your last name and your first name for me, then I can look it up by that. And how do you spell your, your last name, sir?
[CUSTOMER][NEUTRAL] Yeah, sure. It's [PII]
[AGENT][NEUTRAL] OK, I'm sorry, I'm barely hearing you. You said [PII].
[CUSTOMER][NEUTRAL] E N
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And um your first name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your date of birth, sir?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, great, let's see and then if I can just get your phone number as well, let me see if I can't look up your account and see if that won't help us, uh, um, get that on.
[AGENT][POSITIVE] I that started for you.
[CUSTOMER][NEUTRAL] Yeah, so, so my phone number is [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] So when you go into the um when you're going into uh to log in.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So go into the where it says welcome to the online service center and you'll log in and and what we're gonna do is we're gonna create an account you're gonna click create an account.
[AGENT][NEUTRAL] And then you are an insured.
[CUSTOMER][NEUTRAL] Yeah, yeah, uh, I'm sorry. Yeah, I've, I've went, yeah, that's what I was doing last night, um.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I got, I gotta hang on, I'm sorry, the email is on my phone, not on my work computer, so if I'm gonna access this or walking through it, I have to go into the email on my phone so to be able to get that address. So if you just give me or if you can just give me the address that the HTTPS address, that would be helpful.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh yes, it's um AM.
[CUSTOMER][NEUTRAL] It's like [PII] or something.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] That's correct, yes, the word [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And just let me know when you're, when you get there.
[CUSTOMER][NEGATIVE] That's not working.
[AGENT][NEUTRAL] OK, um, OK, how about, um, [PII]?
[CUSTOMER][NEUTRAL] Here the public hang on let me.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][MIXED] Yeah, uh, so that website does work. I can't get to your website, but the secure website is not working.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So I, I'm on your home page now, but this is not the home page that the [PII].
[AGENT][NEUTRAL] OK, what does it say on it?
[CUSTOMER][NEUTRAL] Just a home page, your homepage APL at the top about solutions products for brokers for groups contact claims and forms, claim status sign in.
[AGENT][NEUTRAL] Sign in. OK, if you don't mind, uh, clicking, and so what you'll do, uh, it, it, uh, there should be something that says, um, to click on, on to a new account or to sign in.
[CUSTOMER][NEUTRAL] Create your your OSC account, log in or forgot password.
[AGENT][NEUTRAL] OK, yes, so, so there we are on that so we're going to um create an account. You're gonna hit where it says create an account.
[CUSTOMER][NEUTRAL] I got it and then I click insured, right?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] That's correct. Now, on the next page, the only thing that we need you to do please is put in your last name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your email address
[AGENT][NEUTRAL] And your date of birth.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] Email address and.
[CUSTOMER][NEUTRAL] date of birth. OK, next.
[AGENT][NEUTRAL] No. Yeah.
[CUSTOMER][NEGATIVE] Uh, I got an error. It says no user was found with this information that was entered. Please try again. The error persists call this phone number.
[AGENT][NEUTRAL] OK, so what we need you to do please is to take a screenshot of this.
[AGENT][NEUTRAL] OK, so what what we did was we.
[CUSTOMER][NEUTRAL] Of that error message?
[AGENT][NEUTRAL] Yes, please, if you don't mind taking a screen uh of that error message, yes, and what we have done is that they have updated the online service center, but there are some records that they're having a little trouble getting uh getting listed, uh, getting back onto the service center, OK, so if you will take that screenshot and what you're going to do is we're gonna go back up and where it says questions contact us there it it there's something that says the care team and we need you to email that to us.
[AGENT][NEUTRAL] So it's the [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what they will do is they will research research that and find out why it is not and it could be there's any number of things that that could be wrong. It could be that uh maybe we misspelled your name. It could be that we don't have um your email address, but they have to research it and the only way that they can do that is is if you will send that screenshot the care team.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII] [PII]. And then what they will do is that we will then go about uh resolving this so that we can get you online so that you can file your claim, and look at your, uh, your policy, that sort of thing.
[AGENT][NEUTRAL] But that is what has happened to it.
[CUSTOMER][NEUTRAL] OK. All right, I'll do that.
[AGENT][NEUTRAL] Now, is there anything else at all that I may help with [PII]? Anything at all?
[CUSTOMER][POSITIVE] Uh, uh, no, not at all. Thank you very much.
[AGENT][NEUTRAL] OK, well thank you for contacting ATM