AccountId: 011433970860
ContactId: afc33b66-3061-4022-ad14-9c7ca5414ba9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 584090 ms
Total Talk Time (AGENT): 160880 ms
Total Talk Time (CUSTOMER): 122774 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/afc33b66-3061-4022-ad14-9c7ca5414ba9_20250624T21:51_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. Um, I have a, uh, I had an account with y'all. I have an account with y'all and I'm trying to get logged in.
[CUSTOMER][NEGATIVE] And I guess y'all got a new platform on log in but it's telling me that none of my information is found and.
[CUSTOMER][NEUTRAL] I'm needing to get logged in so I can upload a claim please.
[AGENT][NEUTRAL] Do you have your policy number?
[CUSTOMER][NEUTRAL] I don't. I, I don't have it. No, ma'am.
[AGENT][NEUTRAL] OK, um, I can look it up by your last name or social.
[CUSTOMER][NEUTRAL] OK, my social is [PII].
[CUSTOMER][NEUTRAL] 93
[CUSTOMER][NEUTRAL] 4230
[AGENT][NEUTRAL] OK, it's on the policy. Give me just a moment. Let me pull that up.
[AGENT][NEUTRAL] OK, and, uh, Ms. [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then can you verify your address and email address?
[CUSTOMER][NEUTRAL] Um, email is [PII].
[CUSTOMER][NEUTRAL] And my address is [PII].
[AGENT][NEUTRAL] OK, thank you. Um, I actually have your email address. It looks like maybe a work email.
[CUSTOMER][NEUTRAL] Um, my work email is [PII]. excuse me, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, do you wanna change that to your uh personal because you'll, you will need your email to um verify a code and um log into the system.
[CUSTOMER][NEUTRAL] Um, yeah, if that's what I needed because I'm putting my email address, you know, when I'm doing this.
[CUSTOMER][NEUTRAL] Log on, you know, I'm putting my personal email address, so is that maybe why it's not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it's not gonna work. Um, let's get that changed. Um, will you give that to me one more time, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect. Let me get that updated for you. Hold on just.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, so if we can, are you at the [PII]?
[CUSTOMER][NEUTRAL] I am, yes, ma'am.
[AGENT][NEUTRAL] OK, and if you'll go to create your OSC account.
[CUSTOMER][NEUTRAL] Uh-huh. That's where I'm at.
[AGENT][NEUTRAL] um, you're the insured, and then next.
[AGENT][NEUTRAL] All you have to put here is the asterisk fields. So just put your last name, email, and date of birth.
[CUSTOMER][NEUTRAL] Hold on, let me go back where you're at insured.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, so all I need to put is my last name?
[AGENT][NEUTRAL] Yes, last name, email, and date of birth.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then it should take you to the next step, which will be to enter your email and send a verification code.
[AGENT][NEUTRAL] And then enter that verification code once received by email. After you enter that, then you can set up your password.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All you have to do is set up your password. You don't have to enter that display name or surname or given name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And then once that's complete, um, you will log back in with the information you've created. It's gonna ask to send another verification code. You'll enter that and then you'll be in the dashboard. I just wanted to like kind of guide you through it that way with what what happens, and I, I'm happy to sit here while you try it and make sure it works.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The verification codes can take like 30 seconds or so um to receive.
[CUSTOMER][POSITIVE] Yeah, I just got it.
[CUSTOMER][NEUTRAL] And I can't type my password. If I have something.
[AGENT][NEUTRAL] I'm typing tears. I just didn't want you to think I was.
[AGENT][NEGATIVE] Not listening.
[CUSTOMER][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I'm waiting for that 2nd verification code.
[AGENT][NEUTRAL] Sure, yeah.
[CUSTOMER][NEUTRAL] There we go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I'm there now.
[AGENT][NEUTRAL] OK, perfect. Um, so on your dashboard, let's see what's gonna point you to.
[AGENT][NEUTRAL] Um, pull up the guide real quick and
[AGENT][NEUTRAL] Point you to where you can file claims. Are you filing one for yourself or is it for your spouse?
[CUSTOMER][POSITIVE] It's funny. Yes, ma'am.
[AGENT][NEUTRAL] OK, um, so you'll do my profile and then you can see, uh, well, the dashboard it should say on the side start your claim. Do you see that on the right side?
[CUSTOMER][NEUTRAL] Not yet, it's still confirming the.
[AGENT][NEUTRAL] That's
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, well, I've entered for the text message notifications and it's for confirming that that way. OK. All right, so on the, I'm sorry, on the right side.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Uh, if you see your dashboard, if you're clicked on your dashboard, it should be on the right side, it'll show start your claim.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and then from there it'll be a traditional claim unless you're filing something preventative.
[AGENT][NEUTRAL] And then it should walk you through the steps of um filing that claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK, that is exactly what I needed. So that way I can get that.
[AGENT][NEUTRAL] Oh OK.
[AGENT][POSITIVE] OK, perfect. Anything else, anything else I can help with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Bent over.
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] No, nope, I think that's all I needed.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a good evening.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you, bye bye.