AccountId: 011433970860
ContactId: d3631a66-567c-41b5-9447-ee1378be33e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185100 ms
Total Talk Time (AGENT): 104042 ms
Total Talk Time (CUSTOMER): 79329 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/d3631a66-567c-41b5-9447-ee1378be33e6_20250613T16:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes ma'am, my name is [PII]. I am calling with um the Saint John ARC um, normally when I would go in to log in to make the payment of our premiums, um, I went in and I had a.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I had a username and a password now it's telling me that I have to sign in with an email address.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Right and first of all I do apologize for all of the confusion um so our website did undergo quite a big change as of last week and with that change all users are now having to re-register or create a new log in create a new account um the information would all be the same the only difference is of course after you create that new account you would sign in with an email instead of a user name.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so how do I go about doing that? I just says create your OSC account?
[AGENT][NEUTRAL] Sure, so at the
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK, and then I would put in as an insured or I'm a group?
[AGENT][NEUTRAL] Is this for you or is this for a group? Are you an employer?
[CUSTOMER][NEUTRAL] It's for a group it's for the Saint John ARC yes ma'am.
[AGENT][NEUTRAL] Right, OK, yes, so you would select group then I'll also say this is going to sound silly, but um a lot of users have had success with this if you only fill out the fields that have an asterisk, so I believe that's going to be the group number and the email address and leave the other fields blank that should eliminate any possible errors.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK, I just don't know whose email is set up that with I think it's [PII].
[AGENT][NEUTRAL] Sure I can get that set up or excuse me, I can get that pulled up and take a look at that um [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK yeah if you could do that.
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you and if you have that group number.
[CUSTOMER][NEUTRAL] It's 26435.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] I'm thinking it might be [PII].
[AGENT][NEUTRAL] We can verify, give me just a moment we'll get that pulled up.
[CUSTOMER][POSITIVE] Thank you, baby.
[AGENT][NEUTRAL] [PII] we are.
[CUSTOMER][NEGATIVE] Yeah, I only work one day a week so and doing the bookkeeping and I was so confused.
[AGENT][POSITIVE] Sure, oh yeah, no, trust me, you are not alone with that. It's been something.
[AGENT][NEUTRAL] OK, so yes, all that the information that I have here is all for [PII].
[CUSTOMER][NEUTRAL] OK, so put in [PII]'s email address.
[AGENT][NEUTRAL] That looks like the one that we've got, yes, uh, now I will say if uh you don't have access to that, it will send a verification code to that email um when you create the account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Copy email address. OK, alright, so I should be able to though it'll send her a verification email and then I can go in and do that OK no problem thank you so much alright bye bye.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Absolutely right, if you need anything else, give us a call back thank you bye bye