AccountId: 011433970860
ContactId: b60cd884-0340-45be-857e-926d12f1aabf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310880 ms
Total Talk Time (AGENT): 119141 ms
Total Talk Time (CUSTOMER): 97627 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/b60cd884-0340-45be-857e-926d12f1aabf_20250625T18:09_UTC.wav
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[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Before
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm trying to make my momma um.
[CUSTOMER][NEUTRAL] An account online and when she made her signed up for her thing in [PII].
[CUSTOMER][NEUTRAL] Um, she didn't have an email address, but I'm trying to set her lock her up for one on APL for setting up an account, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It's not letting me access open up an account because it says the information doesn't match.
[AGENT][NEUTRAL] OK, let's look at her policy. What's the policy number?
[CUSTOMER][NEUTRAL] Um, uh, mama.
[CUSTOMER][NEUTRAL] Can you, can you find your policy number?
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] I got her on the phone as well.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I give you her social?
[AGENT][NEUTRAL] Yeah, we can do it by social if you'd rather.
[CUSTOMER][NEUTRAL] Yeah, let me give you her social.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mama, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Bear with me just a moment here while I do a search.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is her first and last name?
[CUSTOMER][NEUTRAL] [PII] Y.
[AGENT][NEUTRAL] Thank you. And then what is her date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you. And then lastly, [PII], if you can verify the physical address on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, so yeah, she doesn't have an email on here so we need to add an email address. What's a good email?
[CUSTOMER][NEUTRAL] It's uh [PII] I.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna read this back just to make sure I copied it down right. I have [PII].
[AGENT][NEUTRAL] The number [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, so when you go on to the site now, uh, you need to click on the sign in option and then you click create your OSC account and then from there.
[CUSTOMER][NEUTRAL] Uh-huh, that's why I am.
[AGENT][NEUTRAL] OK. You'll click on insured.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] Now, the only things required on this portion are the red asterisks, so that's her last name, the email, and date of birth. So put those three things in and now with the email on file, you should be able to proceed forward.
[CUSTOMER][NEUTRAL] OK, take out zip and SSN.
[AGENT][NEUTRAL] Yeah, take out the social and zip code and just put last name, email, and date of birth.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] It's searching and complete your fund your account set up.
[AGENT][NEUTRAL] OK, there we go.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] It's gonna send you a verification code. You're gonna have to put it back in your email, wait for the code, and then verify the email before you can create the password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then go from there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then once you're in, you can, mhm.
[CUSTOMER][NEUTRAL] OK, so,
[CUSTOMER][POSITIVE] Well, once we're in, we can do what? I'm sorry.
[AGENT][NEUTRAL] I was just gonna say you can file claims whatever you need to do.
[CUSTOMER][NEUTRAL] OK, yeah, we, um, calling to do a claim for her uh uh a cancel policy or can you do that?
[AGENT][NEUTRAL] So claims have to be filed either online or they can be mailed, or they can be faxed, as far as all the information needed.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, I'll, um, I'll, I'll look online and seeing if I need any assistance, so I'll call back.
[AGENT][POSITIVE] OK, yeah, if you need help finding and claim for sure, give us a call, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] You're welcome, [PII].