AccountId: 011433970860
ContactId: b5ef431a-1efb-4ca9-b8c3-784fc92816a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1620000 ms
Total Talk Time (AGENT): 158458 ms
Total Talk Time (CUSTOMER): 201644 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/b5ef431a-1efb-4ca9-b8c3-784fc92816a3_20250619T14:23_UTC.wav
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[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, hi, I'm um I'm trying to log into my account and my password and user ID is not working.
[AGENT][NEUTRAL] OK, is that for your individual account?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah sure.
[CUSTOMER][NEUTRAL] Um, yes, hold on.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I left
[CUSTOMER][NEUTRAL] going to the back.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, it's um
[CUSTOMER][NEUTRAL] It's 0224.
[CUSTOMER][NEUTRAL] 3460
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] OK. Could I get your first and last name?
[CUSTOMER][NEUTRAL] I'm [PII].
[AGENT][NEUTRAL] And what was your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then your address?
[CUSTOMER][NEUTRAL] Why
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then can you verify your email address?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a good callback number, Ms. [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] No, just the only one.
[AGENT][NEUTRAL] That the [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so you you'll have to go and recreate a new account because we've upgraded our website.
[AGENT][NEUTRAL] So if you're at [PII].
[AGENT][NEUTRAL] Uh, you'll click on create your OSC account.
[CUSTOMER][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] And were you able to pull that up?
[CUSTOMER][NEUTRAL] Yeah, um,
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, it says welcome to online service center.
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] Have you already
[CUSTOMER][NEUTRAL] OK, I click on um.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then what did you click on?
[CUSTOMER][NEUTRAL] I click on um
[CUSTOMER][NEUTRAL] I clicked on online, but it knocked me out, hold on.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I had clicked on um.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, uh, so have you
[AGENT][NEUTRAL] So there should be a create your OSC account.
[CUSTOMER][NEUTRAL] OK, hold on, let me see.
[CUSTOMER][NEUTRAL] OK, it, it knocked me out. Let me get back in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, where I'm at now, it says your email address and, and your password.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Have you created the account?
[AGENT][NEUTRAL] Have you created a new password?
[CUSTOMER][NEGATIVE] Yeah, I did, but it, it's saying it's not working.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so if you, if you clicked on create your OSC account and you clicked insured and next.
[CUSTOMER][NEUTRAL] No, I didn't know.
[CUSTOMER][NEGATIVE] No, it won't let me uh get back in somehow.
[AGENT][NEUTRAL] Are you on a computer or a laptop?
[CUSTOMER][NEUTRAL] It keep
[CUSTOMER][NEUTRAL] I'm on my um laptop.
[AGENT][NEUTRAL] OK, are you?
[CUSTOMER][NEUTRAL] Well, I'm on my, um, I'm on my tablet.
[AGENT][NEUTRAL] OK, do you know what browser you're using? Are you using like Google Chrome or Microsoft Edge, or?
[CUSTOMER][NEUTRAL] On Microsoft Edge.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, do you know how to clear your browsing data?
[CUSTOMER][NEUTRAL] Um, let me get on my, um.
[CUSTOMER][NEUTRAL] My laptop.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what's the website again?
[AGENT][POSITIVE] Um, it's secured
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um, were you able to get into the website?
[CUSTOMER][NEUTRAL] Uh no, not yet.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I think you've created your account, but you're gonna have to do forgot password and then it'll send a verification code to your email.
[CUSTOMER][NEUTRAL] Yeah, I kept doing that too, and it's still.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, now it said create, um, it said create your, your um OCI.
[CUSTOMER][NEUTRAL] OC OSC account. So I click on that, right?
[AGENT][NEUTRAL] Well, I think that you've already done part, so have you been trying to do this?
[CUSTOMER][NEUTRAL] Yeah, for a few days now.
[AGENT][NEUTRAL] OK, cause if you'll try this for me, um, go to forgot password.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And click on that.
[CUSTOMER][NEUTRAL] OK, I'm put in my email. Yeah. Yeah for my email address.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Now I'm gonna send me a code.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Give that just a moment. Uh, it'll take just a minute to get the code.
[AGENT][NEUTRAL] And the email or the code will go to your email.
[CUSTOMER][NEUTRAL] OK, just send me a code. I'm gonna.
[AGENT][NEUTRAL] OK, and then you'll enter the verification code.
[CUSTOMER][NEUTRAL] OK, I click on continue. Now asking for me a new password.
[AGENT][NEUTRAL] OK, and then you'll enter your whatever you want your password to be.
[AGENT][NEUTRAL] Were you able to enter a new password?
[CUSTOMER][POSITIVE] Yeah, I'm pretty um
[CUSTOMER][NEUTRAL] You asking me to do that now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I did it.
[CUSTOMER][NEUTRAL] OK, uh, where it took me to, it said, um,
[CUSTOMER][NEUTRAL] Welcome to your online.
[CUSTOMER][NEUTRAL] Service center and then it say update your password.
[CUSTOMER][NEUTRAL] It took me back to the same place I was where it say I'll create your OSC account. That's where it take me to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so hit log in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you'll enter your email address and then the password you just created.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, say um update your password and then it said um.
[CUSTOMER][NEUTRAL] Well, it says, are you gonna send me another uh.
[CUSTOMER][NEUTRAL] Verification code.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So if you'll click send and then.
[CUSTOMER][NEUTRAL] OK, after I did that, um, it's saying, we are experiencing an issue retrieving your data. Please try again later.
[AGENT][NEUTRAL] OK, um, let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, looks like we've logged this with our IT department, so someone should be getting back with you today.
[AGENT][NEUTRAL] On what's happening.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looked like on [PII] we've logged it so um if you'll wait just a little bit longer it should be today no later than tomorrow and we'll be able to get back with you and figure out what's going on, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All [PII].
[AGENT][POSITIVE] OK, well, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too. OK. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.