AccountId: 011433970860
ContactId: ae15227c-7d09-4756-a797-d1876a1c7ba8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 502380 ms
Total Talk Time (AGENT): 82719 ms
Total Talk Time (CUSTOMER): 272292 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/ae15227c-7d09-4756-a797-d1876a1c7ba8_20250626T15:50_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII]. I have a cancer policy through APL, and I've always been able to access it, um, online, um, and it looks like maybe you switched over to a new portal or something like when I go into what I, um, normally access for the last 3 years, it now says that I have to sign up for a new account.
[AGENT][NEUTRAL] Uh, yes. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, yes, um.
[CUSTOMER][NEUTRAL] The policy number is 2558266.
[AGENT][NEUTRAL] OK. And then can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, and then what is your address and email address?
[CUSTOMER][NEUTRAL] Um, so, and the email is the problem, but my address is still [PII]. The email that was connected to this account is another idea. I'll forget [PII]. About 4 weeks ago that account was hacked and they took over everything like my everything from PayPal to Venmo to everything.
[CUSTOMER][NEGATIVE] So I had no choice but to shut down that email and any account that was really associated with that email so I can't even access the email anymore um so I'm just not sure how to take care of it because when I try to put in another ID I'll forget [PII] is my email address, it tries to send something to that email but that email I can't access it anymore and even if I try to activate it again it go ahead ma'am.
[AGENT][NEUTRAL] It looks like
[AGENT][NEUTRAL] Uh, it looks like we have a Gmail account. We don't have a Hotmail.
[CUSTOMER][NEUTRAL] OK, so maybe I changed it to [PII].
[AGENT][NEUTRAL] Yes, that's what we have.
[CUSTOMER][NEGATIVE] OK and so when I try to create that new account um it throws an error and says it cannot be completed.
[AGENT][NEUTRAL] OK, um, let me, and you're at [PII]?
[CUSTOMER][NEUTRAL] Wait, maybe I'm not, so let me look real quick. Yeah, I'm at [PII] backslash login.
[CUSTOMER][NEUTRAL] And so I don't think I can just use the log in. I don't know that I've created the new OCS account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Right, so you have to create.
[CUSTOMER][NEUTRAL] Or is it just my old account? OK, so when I go to create an account.
[AGENT][NEUTRAL] No, you'll
[CUSTOMER][NEUTRAL] OK, do I choose insured like it's agent or broker group insured or provider? I'm assuming I'm insured, right? Like that's what I would choose, right?
[AGENT][POSITIVE] Yes, you're the insured, yes.
[CUSTOMER][NEUTRAL] Yes, and so it asked me for my last name, my social security number [PII].
[AGENT][NEUTRAL] Yeah, and you just
[AGENT][NEUTRAL] All you have to enter is your last name, email, and date of birth.
[CUSTOMER][NEUTRAL] My email.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] and my date of birth is [PII].
[CUSTOMER][NEUTRAL] And then I press next.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then it says um complete your account set up so I'm assuming I just push continue not cancel so I tried that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, and then it gets me to a page where it says enter your email address.
[AGENT][NEUTRAL] OK, and then you'll enter that and then send the verification code.
[CUSTOMER][NEUTRAL] And so I did.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Wait for your verification code.
[CUSTOMER][NEUTRAL] I'm gonna put you on speaker for a second. Just so I can check it.
[CUSTOMER][NEUTRAL] I guess it might just take a second.
[AGENT][NEUTRAL] Yeah, it can take up to a minute.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then after that you can create your password. You don't have to enter your display name or give a name or surname, just create your password and then continue.
[CUSTOMER][NEUTRAL] OK 3.
[CUSTOMER][NEUTRAL] OK, create your password.
[CUSTOMER][NEUTRAL] Just my own and so should I make it something different than what it was before, or does that not really matter?
[AGENT][NEUTRAL] It it doesn't matter. Yeah, you, you can use what you had before if it meets the criteria or.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so [PII] [PII] uh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII] and do it again.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] you think
[CUSTOMER][POSITIVE] I can help you achieve that.
[CUSTOMER][POSITIVE] OK, I, I'm sorry ma'am, it, it's working, it looks like it's working now. I'm not sure what I was doing wrong.
[CUSTOMER][NEUTRAL] It says your account has been successful.
[AGENT][NEUTRAL] Oh, no, it's fine.
[AGENT][NEUTRAL] OK, so the next step, it's gonna ask you to log in again and then send another verification code to your email. You'll wait for that, then enter that verification code and then you'll be good to go into the system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can you just stay on the phone with me for one second until I get that part done?
[AGENT][POSITIVE] Yeah, absolutely, yes. Take your time.
[CUSTOMER][POSITIVE] Thank you, thank you.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] And you can just go waiting for the next one.
[CUSTOMER][NEUTRAL] OK, so it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Verify
[CUSTOMER][NEGATIVE] It says that code is incorrect.
[AGENT][NEUTRAL] Uh, did it, was it the one that you just received?
[CUSTOMER][NEUTRAL] Yeah, I think so, um.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm gonna just push send a new code and wait for the next one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Probably the best bet, right?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Deliver on.
[CUSTOMER][NEUTRAL] OK, here's a new one.
[CUSTOMER][NEUTRAL] 364332
[CUSTOMER][NEUTRAL] Verify code.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][POSITIVE] Oh my God, I'm [PII]. Thank you so so much.
[AGENT][NEUTRAL] OK, is there anything else I can help with today, [PII]?
[CUSTOMER][POSITIVE] Uh, no, that's it. You've been a big help. Thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] If you