AccountId: 011433970860
ContactId: c8b934a8-8dbd-4432-a50f-d1caf3483908
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 366570 ms
Total Talk Time (AGENT): 97876 ms
Total Talk Time (CUSTOMER): 139328 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/c8b934a8-8dbd-4432-a50f-d1caf3483908_20250429T15:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Good morning, [PII]. How are you doing today?
[AGENT][POSITIVE] I'm good. How are you doing?
[CUSTOMER][NEUTRAL] I'm, I'm doing all right. All things considered, I was, um, recently diagnosed with cancer. Um, I'm trying to create an account, um, originally I got the oops there seems to be a problem my user found, um, it was something like I wasn't eligible to create an account, but HR had some issues that needed to be cleared up.
[CUSTOMER][NEGATIVE] And I should be able to create an account now but it's not a lot.
[AGENT][NEUTRAL] Are are you trying to create an account on the OSC website?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] OK. Yes, I can help you.
[CUSTOMER][NEUTRAL] Wait, I'm sorry, this is the late.
[CUSTOMER][NEUTRAL] OK, I'm looking at APL. Am I in the wrong place?
[AGENT][NEUTRAL] Do
[AGENT][NEUTRAL] So it should be secured. [PII].
[CUSTOMER][NEUTRAL] 6.
[CUSTOMER][NEUTRAL] Yes, yes, that's it. And then when I tried, yeah, I tried doing the user and then filled that out and then that's when I got the notification.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK. Can I have your policy number?
[CUSTOMER][NEUTRAL] I don't have that. Can I give you my social?
[AGENT][POSITIVE] Yes, that will be fine.
[CUSTOMER][NEUTRAL] OK it's [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, it's not pulling up your account. Uh, what is your first and last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], [PII]
[CUSTOMER][NEUTRAL] No, ma'am. [PII]
[AGENT][NEUTRAL] OK. [PII] and then last name [PII]
[CUSTOMER][NEUTRAL] Uh yes, ma'am. [PII]
[AGENT][NEUTRAL] OK, let me look you up that way.
[AGENT][NEUTRAL] OK. And then can you verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And then the mailing address we have on file?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Is that the right one?
[AGENT][POSITIVE] Yes, yes, it is. I found it.
[CUSTOMER][NEUTRAL] I have another address, OK.
[AGENT][NEUTRAL] OK. And then the email we have on file?
[CUSTOMER][NEUTRAL] Um, I don't know that I've gotten that far yet, but is it [PII]?
[CUSTOMER][NEUTRAL] Are you asking me to confirm or what it is?
[AGENT][NEUTRAL] Yes, I'm asking you to confirm.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like we have [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, that, yes ma'am, that's fine. Yes ma'am, that's my work email. I didn't realize that I had put that in somewhere.
[AGENT][NEUTRAL] OK, you're fine.
[AGENT][NEUTRAL] Alright, OK, so when you create an account on the OSC website, it's extremely picky and everything has to match in our system, so let me walk you through it.
[CUSTOMER][NEUTRAL] OK, well, and
[CUSTOMER][NEUTRAL] It makes sense if I was putting in the wrong email.
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK. Should I put my member ID or social in here?
[AGENT][NEUTRAL] Put
[CUSTOMER][NEUTRAL] I don't know my member ID that's.
[AGENT][NEUTRAL] Just input your social so in our system we have [PII].
[CUSTOMER][NEUTRAL] Yes ma'am, that's, that's what.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEGATIVE] wrong.
[CUSTOMER][POSITIVE] OK, yeah, that got me a little faster. Thank you very much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, no, ma'am, but I'd appreciate it if you're trying to have a good day.
[AGENT][POSITIVE] Thank you. I will. You too. And thanks for calling APL.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, well,
[CUSTOMER][POSITIVE] Thank you for helping me bye.
[AGENT][NEUTRAL] OK. Of course. Bye.