AccountId: 011433970860
ContactId: b43af655-ad2f-47b6-b912-b881a22627d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 437170 ms
Total Talk Time (AGENT): 166289 ms
Total Talk Time (CUSTOMER): 84346 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/b43af655-ad2f-47b6-b912-b881a22627d9_20250616T20:42_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I was just trying to uh set up a profile online or uh register online and uh.
[CUSTOMER][NEGATIVE] It kept coming up with an error saying that the user wasn't found or something like that.
[AGENT][NEUTRAL] OK, yeah, let's take a look. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, it is 026-06799.
[AGENT][NEUTRAL] And then if I can get your first, last name, date of birth.
[CUSTOMER][NEUTRAL] Uh, first name is [PII], last name [PII].
[CUSTOMER][NEUTRAL] Birthday is [PII].
[AGENT][NEUTRAL] Thank you. And then can you please verify the physical address and your email that we should have on file?
[CUSTOMER][NEUTRAL] Uh, physical address I believe should be uh [PII] and uh.
[CUSTOMER][NEUTRAL] I'm sorry, what did you say the last one was?
[AGENT][POSITIVE] No, no worries. The email address.
[CUSTOMER][NEUTRAL] Email, uh, [PII].
[AGENT][NEUTRAL] OK, thank you. So we did update the online service center about 1 week and a half ago, maybe 2 weeks ago. Everybody is needing to create a new account. Did you try clicking on create new OSC account?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And were you putting in that Gmail account?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] OK, um, are you by chance on uh Google Chrome as your browser? What browser are you using?
[CUSTOMER][NEUTRAL] Uh, yeah, I think I am using Google Chrome.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Is that an issue?
[AGENT][NEUTRAL] No, it's generally the provided like preferred one and just to reconfirm your date of birth is [PII].
[CUSTOMER][NEUTRAL] Uh yeah, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do me a favor, try closing out your browser, clear your history, and then go back into the website and try it again to see if it'll work. Um, it's allowing me to move forward when you click on create new OSC account, make sure you click insured, and then you just need to put in your last name, email, and date of birth.
[CUSTOMER][NEUTRAL] OK, uh, let me get back in here real quick.
[AGENT][NEUTRAL] No worries. And then if it doesn't, I mean I can always try and create like a temporary password if you wanna reset it, but usually we prefer that you try and get it to hopefully work on your side if you can.
[CUSTOMER][POSITIVE] For sure.
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEGATIVE] Yeah, still popped up with the no user found.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, let me try and
[AGENT][NEUTRAL] OK, I just sent a verification code to your email so um let me know when you get that and then provide that to me when you get it.
[CUSTOMER][NEUTRAL] OK, I have [PII].
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, so go ahead and click on the login option for the service center when it pops up, put in your email and the uh password that I created for the account is going to be [PII] [PII] [PII].
[CUSTOMER][NEUTRAL] OK, that's true.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let me try one more time. You said [PII]
[AGENT][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Cool, that looks like we got it.
[AGENT][POSITIVE] Perfect. OK. So now that you're in, um, you can, there's that forgot password if you want to reset it to something else, it should allow you to do that now.
[CUSTOMER][POSITIVE] OK, awesome.
[AGENT][POSITIVE] OK, anything else I can help you with here today?
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][NEUTRAL] Uh, no, I believe that'll be it.
[AGENT][POSITIVE] Alright, thanks for calling APL have a great day, [PII].
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][NEUTRAL] Uh huh bye bye.