AccountId: 011433970860
ContactId: b12bb714-5053-44c8-bbe3-c0da2b6a83ca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 700520 ms
Total Talk Time (AGENT): 130928 ms
Total Talk Time (CUSTOMER): 191185 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/b12bb714-5053-44c8-bbe3-c0da2b6a83ca_20250611T20:19_UTC.wav
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[AGENT][NEUTRAL] Good afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes ma'am, this is [PII]. I have a policy with you guys.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I'm trying to get the mobile app to work on my phone, but it will not let me set up an an account because my information is not recognized.
[AGENT][NEUTRAL] OK, I can help you with the online service center. Um, Mr. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have your policy number?
[CUSTOMER][NEUTRAL] I don't have that. I can give you my social.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, bear with me just a second. Let me pull another system.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's probably
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, go ahead now
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] OK, and for security, may I have your mailing address and email address on file?
[CUSTOMER][NEGATIVE] It should be a cancer policy.
[CUSTOMER][NEUTRAL] I'm not sure about that because I've moved since I got the policy.
[CUSTOMER][NEUTRAL] Um, my address now is [PII], but I'm sure that's not what you've got on file.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] You've probably got
[CUSTOMER][NEUTRAL] Is it? OK.
[AGENT][NEUTRAL] Yes, mhm, yes, is the zip code [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] OK. um, can you verify the email for me just to make sure we're using the correct email?
[CUSTOMER][NEUTRAL] OK, the email that I use is all lower case. It's [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But you probably got [PII].
[AGENT][NEUTRAL] Um, no, it looks like we have a different email, maybe your wife.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] OK, yeah, that's my wife's name.
[AGENT][NEUTRAL] Do you want me to change that or do you want me to keep it?
[CUSTOMER][NEUTRAL] Yes, change it to mine.
[AGENT][NEUTRAL] You to yours, OK, [PII] me just.
[CUSTOMER][NEUTRAL] To the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so we're changing it to.
[CUSTOMER][NEUTRAL] That's probably why it wouldn't let me log in because I'm logging in with my email, not hers.
[AGENT][NEUTRAL] Yes. Yeah, that will be it. OK, so you said it's, um, OK, go ahead and spell out [PII] just to make sure I spell it correctly.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Make sure it changes everywhere.
[AGENT][NEUTRAL] OK, updated. Let me check here to make sure it updated.
[AGENT][NEUTRAL] OK, get updated here and let me have your um date of birth just to make sure we have it correctly in the system.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, do you wanna go ahead and register now?
[CUSTOMER][NEUTRAL] If you, if I can.
[AGENT][NEUTRAL] Yes, um, just go, uh, and close the, the, the tab that you have open right now so I can refresh and open a new one.
[CUSTOMER][NEUTRAL] OK, alright, and then just use everything that I gave you and it'll let me create an account.
[AGENT][NEUTRAL] It should. Mhm. Yes. Do you want me to wait on the line to make sure you're in or you think you got it from here?
[CUSTOMER][NEUTRAL] Uh, well, I was using, I was using my phone.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So my iPad is dead, so I can't get it. Hold on, let me see if my iPad's charged that I can use it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Let me go to supply.
[CUSTOMER][NEUTRAL] Out of 1.
[CUSTOMER][POSITIVE] I'm talking to myself. I'm sorry.
[AGENT][POSITIVE] No, it's OK, no worry.
[CUSTOMER][NEUTRAL] What is the website again? A.
[AGENT][NEUTRAL] Um, you can go to [PII].
[CUSTOMER][NEUTRAL] I am public that's one.
[AGENT][NEUTRAL] And click on sign in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Oh no.
[CUSTOMER][NEUTRAL] Helps if you spell it right. I don't know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] All righty. I go to.
[CUSTOMER][NEUTRAL] To sign in
[CUSTOMER][NEUTRAL] That was just
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Do I need to create one or just log in?
[AGENT][NEUTRAL] Create create an OSC account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Insured
[AGENT][NEUTRAL] Yes, you are the insured.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Last name [PII].
[CUSTOMER][NEUTRAL] Uh, 874.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Next.
[CUSTOMER][NEUTRAL] To complete your account set up.
[CUSTOMER][NEUTRAL] Continue
[CUSTOMER][NEUTRAL] Verification is necessary, please click send button.
[CUSTOMER][NEUTRAL] Hold on just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Code
[CUSTOMER][NEUTRAL] 980.
[CUSTOMER][NEUTRAL] Um, 0.
[CUSTOMER][NEUTRAL] OK, do I have to do this new password and all that stuff?
[AGENT][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] My name.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] A strong password password will be.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] take that password to hold on.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Alright, and I'll just say agree to terms of use and agree to privacy policy.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Now it's been successfully created. Go to dashboard.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I am I
[AGENT][POSITIVE] All right, perfect. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] That'll do it. I appreciate you so much.
[AGENT][POSITIVE] You're welcome. Thank you for calling APO. Have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] All right. Thank you. Bye bye.