AccountId: 011433970860
ContactId: be51bd1c-240e-4329-b443-4badb9b33d49
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136759 ms
Total Talk Time (AGENT): 66041 ms
Total Talk Time (CUSTOMER): 63242 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/be51bd1c-240e-4329-b443-4badb9b33d49_20250605T19:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Hi, this is, uh, [PII], and I'm, um, I, I, I can't get on the site. It doesn't recognize me since I don't have a, uh, an account, so I can't actually submit my paperwork for this month.
[AGENT][NEUTRAL] OK, [PII], so we did actually update the site this week and everybody's having to go in and create new logins for the site.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, so just some scratching to start.
[AGENT][NEUTRAL] So going forward you're gonna use your email that's on your policy as the username, but you'll need to click create your OSC account from that login page.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Create your your.
[CUSTOMER][NEUTRAL] Yeah, but the thing is, is that it used to just bring up your name and, and you could just put in all reports.
[AGENT][NEUTRAL] Yeah, click
[AGENT][NEUTRAL] So you'd click create OSC account and then on the next page you would click that you're an insured.
[CUSTOMER][NEUTRAL] OK, the this information would still be on the website. We just have to just open a new case and like we're starting again.
[AGENT][NEUTRAL] Yeah you're just creating a new login and password since we've updated the online site everybody's having to create new logins and so going forward you won't use the username set up in the past it's always gonna be that email on policy and then whatever uh password you wanna create but all of your previous claims and things will be in there still.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, and because we he did use his email before so I didn't know if that would just come up again.
[AGENT][NEUTRAL] Yeah, it
[CUSTOMER][NEUTRAL] Yeah, I mean, you know, when you use the same email, it's gonna say your email's already on file you can't make a new account.
[CUSTOMER][NEGATIVE] They won't do that
[AGENT][NEUTRAL] No, it shouldn't do that as long as you've never, yeah, created a login yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, well, I have created a log in on on the on the old system but not on this one.
[AGENT][NEUTRAL] Mm
[AGENT][NEGATIVE] Yeah, yeah, so no, it won't do that.
[CUSTOMER][NEUTRAL] OK, alright, well then I'll call you back if I have any more questions.
[AGENT][POSITIVE] OK, [PII], sounds good.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.