AccountId: 011433970860
ContactId: c5352349-81f3-4dba-9d95-05db0ac76872
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260928 ms
Total Talk Time (AGENT): 74916 ms
Total Talk Time (CUSTOMER): 111473 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/c5352349-81f3-4dba-9d95-05db0ac76872_20250616T14:48_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] and I'm trying to sign into my uh log into my account to file a claim and it says they can't find my account.
[AGENT][NEUTRAL] OK, um, we did recently update our online service center. It's been about a week and a half ago. Have you logged in recently or is this your first time logging in in a while?
[CUSTOMER][NEUTRAL] It's been, let's see, I can tell you in a minute it's been since uh February.
[AGENT][NEUTRAL] OK then yeah so on our site um under the sign in option you're going to need to click create.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Your OSC account?
[AGENT][NEUTRAL] Moving forward, you're gonna have a new username. Your username is gonna be the email that you have on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Username will be the email.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] So when you click create new OSC account it's gonna ask you to describe which role best describes you. You're gonna click on insured.
[CUSTOMER][NEUTRAL] OK, hold on just a second. Let me, OK, so I'm gonna go get to the create account alright and it says, uh, I'm gonna click on insured first, right?
[AGENT][POSITIVE] Mhm, correct.
[CUSTOMER][NEUTRAL] OK, and then that, OK, and then fill in my name. OK, let me do that.
[AGENT][NEUTRAL] So you only need to put in your last name, your email, and your date of birth.
[CUSTOMER][NEUTRAL] Last name.
[CUSTOMER][NEUTRAL] Last name OK, email.
[CUSTOMER][NEUTRAL] And date of birth OK.
[CUSTOMER][NEUTRAL] OK, and then it goes one that says error. OK, let me return. OK, OK, I see where it is.
[CUSTOMER][NEUTRAL] All right, try it again.
[CUSTOMER][NEUTRAL] Alright, uh, now it says complete your set up, continue.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright and then uh so this is where I create the password and everything.
[AGENT][NEUTRAL] So at the
[CUSTOMER][NEUTRAL] Where it says uh send well it wants to send a verification code. OK, let me do, is that what I'm supposed to do next?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, so put in the emails send the verification code. Once you get the code, type that in and then click verify email. Once you do that, then you create the password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I haven't gotten the code yet.
[CUSTOMER][NEUTRAL] Here it is. OK, I got it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And there's my code. Let's see what happens.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, uh, it didn't say it just sent me right back so now it says change email, so that's where I go ahead and do all of this, fill it in.
[AGENT][NEUTRAL] Yeah, so just put the code in, click verify, and then you should be able to just create the password down below and continue.
[CUSTOMER][NEUTRAL] OK, alright, that's all I need then, right?
[AGENT][POSITIVE] Yes, you should be good to go after that.
[CUSTOMER][POSITIVE] OK, I appreciate your help thank you.
[AGENT][POSITIVE] My, my pleasure. Have a good one.
[CUSTOMER][POSITIVE] Have a great day. Thank you. Bye.
[AGENT][NEUTRAL] Mm bye-bye.