AccountId: 011433970860
ContactId: b23b1c35-27b7-472e-9933-afcefd9f2041
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 575239 ms
Total Talk Time (AGENT): 130503 ms
Total Talk Time (CUSTOMER): 287183 ms
Interruptions: 6
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/b23b1c35-27b7-472e-9933-afcefd9f2041_20250603T16:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is speaking. May I help you?
[CUSTOMER][NEUTRAL] Hi there, um, there seems to be something wrong with the log in. Um, I cannot get into our account anymore to pay the bill or look at anything, um, I've got in the most recent invoice here. What can I give you the group number is that the best thing to give you or policy number?
[AGENT][NEUTRAL] Uh, what's the group number so I can verify your information, please?
[CUSTOMER][NEUTRAL] Group is 25757.
[AGENT][NEUTRAL] And your name is?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] Um, and have you tried it set up as a new user?
[CUSTOMER][NEUTRAL] Why would I do that? I've been using the website for, I don't know since we've had the policy and what's weird is it's it's very insistent.
[AGENT][NEUTRAL] Well, the website has changed and so.
[CUSTOMER][NEUTRAL] When did it change and were we notified?
[AGENT][NEUTRAL] A notification was sent, yes, ma'am. It changed this weekend. Uh, so you have to re-register.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, did not know that did not get that so alright so create your OSC account is that what I I'm supposed to do?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, and I am
[CUSTOMER][NEUTRAL] I I I'm a group, right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, I'm literally gonna do this with you on the phone so I make sure I can get in and don't have to try to call back and wait.
[CUSTOMER][NEUTRAL] 982.
[CUSTOMER][NEUTRAL] And then in terms of the email that is on file we did not have um.
[CUSTOMER][NEUTRAL] An email for our password, so can I just make it whatever I want it to be?
[AGENT][NEUTRAL] As far as your password?
[CUSTOMER][NEUTRAL] Like we have a
[CUSTOMER][NEUTRAL] No, the email on record.
[AGENT][NEUTRAL] OK, and verify the email address, please.
[CUSTOMER][NEUTRAL] All right, I'm just gonna keep going hopefully error right.
[CUSTOMER][NEUTRAL] Um, the, the email address, it's, I have, I just tried to put in [PII], then I'll put my name in.
[CUSTOMER][NEUTRAL] Alright, it liked my name so I guess we're stuck with that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it wants my email.
[CUSTOMER][NEUTRAL] New password.
[CUSTOMER][NEUTRAL] Claim not verified it doesn't like the email address, so what do I do with that?
[CUSTOMER][NEGATIVE] I tried both things it didn't like.
[AGENT][NEUTRAL] What email address are you using?
[CUSTOMER][NEUTRAL] I'm, I used my name, which is what it was before, so [PII]. Do you have a way of referring to what was in there before so we don't like mess around and I don't have to try and guess? It would only be two things. It would only be [PII] or [PII] or it would be [PII].
[AGENT][NEUTRAL] That's why we have [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yes, it does not like that one. It says claim not verified and then in parenthesis it says email address.
[CUSTOMER][NEUTRAL] So what am I doing wrong?
[CUSTOMER][NEUTRAL] I'm not doing a claim I'm just going through the registration process.
[AGENT][NEUTRAL] I'm not sure. Give me one moment.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I just hit backspace error occurred call your person so here I am.
[CUSTOMER][NEUTRAL] OK, to set up your account click continue. Once you've created your account, you'll be directed back to the online service center to complete your set up.
[CUSTOMER][NEUTRAL] And it's clocking. I've got a circle going around and around and around.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah, sure, and what's a good call back number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Um, sure, I'll give you my desk. It's um [PII].
[AGENT][NEUTRAL] OK, I will have to send a request for um let them know the area you're receiving for this log in and someone will contact you back when it's been fixed or to assist.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And would you rather them call or email?
[CUSTOMER][POSITIVE] OK, that sounds awesome. I will happily wait for.
[CUSTOMER][NEUTRAL] Uh, if they have steps that they can just send me with an email, um, that sounds like that's faster and can happen any time and rather than, you know, because I'm back and forth to my desk I'm kind of all over the building, so it's um might be less of a phone tag situation if they could just send an email but thank you for asking.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, yes, ma'am. I'll send a request so that someone can contact you back.
[CUSTOMER][POSITIVE] OK, very good, thanks for your help I appreciate it and I'll wait for I'll watch for the email.
[AGENT][NEUTRAL] OK, yes, ma'am. And thank you for calling APL. Have a great day. Oh, wait, um, give me one moment. I just tried entering just to kind of see if it worked and I just entered the information it came through.
[CUSTOMER][POSITIVE] OK thanks you have a good you too thanks bye what what?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] To where it went to the next step of giving a verification code which will be emailed.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Um, so I would say try again. I'm gonna get out, so I don't mess up anything.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] Alright, so, and I'm just trying to log in right? or am I doing to create?
[AGENT][NEUTRAL] You're creating.
[CUSTOMER][NEUTRAL] OK, let's try it again.
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][NEUTRAL] And you use my name [PII] um that one [PII].
[AGENT][NEUTRAL] Yes, ma'am. That's the email we have on record.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, thinking about it.
[AGENT][NEUTRAL] And the phone number.
[AGENT][NEUTRAL] And.
[CUSTOMER][NEUTRAL] [PII]. OK, it says complete your account set up, so click continue.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, and then I put my email in.
[CUSTOMER][NEUTRAL] Um, and then do I hit send verification code or do I do the password confirm display name, etc.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Well, I just know for me when I try to do it myself, I put in the password and then did the verification code that way they can email you the code to put in to where you can verify it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, let's try right it just sent me a code.
[CUSTOMER][NEUTRAL] OK, I guess it just wants us all at once right.
[CUSTOMER][NEUTRAL] If
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, no, same thing. All right, let me try send new code.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Do we have to put in display names or like it says Real water sports and then it had one of our owners' names?
[AGENT][NEUTRAL] That I'm not sure because
[CUSTOMER][NEUTRAL] And it's prepopulating it so it's so it's like remembering [PII].
[CUSTOMER][NEUTRAL] Alright, I'm trying a new code.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And then uh I can give you my email if you find me.
[CUSTOMER][NEUTRAL] invoices.
[CUSTOMER][NEUTRAL] No, same thing claim not verified.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] It's weird. Yeah, let me send a request so someone can contact you back, Ms. [PII]. I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, all right, that sounds good, that's OK, thanks for trying I appreciate it.
[AGENT][POSITIVE] Uh yes, ma'am. Uh, thank you for calling APL.
[CUSTOMER][NEUTRAL] OK, all right, I'll watch for the email thanks OK bye bye.
[AGENT][NEUTRAL] OK, thanks. Bye.