AccountId: 011433970860
ContactId: d57242d9-406f-4cdf-913c-8974c3979ed1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 793520 ms
Total Talk Time (AGENT): 232631 ms
Total Talk Time (CUSTOMER): 317163 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/d57242d9-406f-4cdf-913c-8974c3979ed1_20250602T19:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK, [PII], I'm trying to set up, set up an online account. Um, I was told that everything changed over the weekend, so it wouldn't let me pull up my portal like the old way. So I'm trying to set up an account now it says no user was found with the information that was in it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's take a look. Do you have your policy number?
[CUSTOMER][NEUTRAL] Oh yes, uh-huh, OK, that would be 643.
[CUSTOMER][NEUTRAL] 453.
[AGENT][POSITIVE] Thank you. And what's your first and last name, please?
[CUSTOMER][NEUTRAL] OK, this is [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And then if I could verify your date of birth and address, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The address is [PII], and this is [PII].
[AGENT][NEUTRAL] OK, thank you and then what would be the email that we should have on file?
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So when you get to the [PII] site, did you click on create your OSC account?
[CUSTOMER][POSITIVE] That's exactly right. That's what I did.
[AGENT][NEUTRAL] OK. And then you clicked insured and then clicked next.
[CUSTOMER][NEUTRAL] I did the insurance.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And then next, that's correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And, and I got all this information sitting up here.
[AGENT][NEUTRAL] All right, so last name.
[CUSTOMER][NEUTRAL] They say last name.
[CUSTOMER][NEUTRAL] Social security number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Mhm, all that good stuff.
[AGENT][NEUTRAL] And it said it was unable to find you?
[CUSTOMER][NEUTRAL] Yes, ma'am, and then what I did next.
[CUSTOMER][NEGATIVE] Uh, the next thing come up is error. No user was found with the information that was in it.
[AGENT][NEUTRAL] OK, so do me a favor and.
[AGENT][NEUTRAL] Um, when you're clicking on that and you have that page pulled up.
[AGENT][NEUTRAL] Verify so and last name you just have [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] The social that we have is [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK. And you put in [PII] for the zip code.
[CUSTOMER][POSITIVE] Great.
[AGENT][NEUTRAL] OK. And then [PII] [PII]. [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Date of birth putting in [PII].
[CUSTOMER][NEUTRAL] [PII], I sure did.
[AGENT][NEUTRAL] Because it let me move forward when I put in that information, so try closing out of the browser, open a new one and let's start over again.
[CUSTOMER][NEUTRAL] What, what you mean? OK, go all the way back?
[AGENT][NEUTRAL] Mhm. Close
[CUSTOMER][NEUTRAL] To welcome to the online service center.
[AGENT][NEUTRAL] Just close out of the internet completely.
[CUSTOMER][NEUTRAL] OK, I, I see what you're saying. OK, let's see here.
[CUSTOMER][NEUTRAL] I would do that.
[CUSTOMER][NEUTRAL] OK, but they let you move forward, but wouldn't let me. OK, now, that been long enough?
[AGENT][NEUTRAL] So now just open a new web browser and go to the web address [PII].
[CUSTOMER][NEUTRAL] I'll just open.
[CUSTOMER][NEUTRAL] Am what?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, let's see what this does. OK, it takes me back then I go to claim status or sign in.
[AGENT][NEUTRAL] No, click sign in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Things like
[CUSTOMER][NEUTRAL] There we go. Welcome to the owner.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah and then click create your OSD account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do the insured.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then put all this information back in, right.
[AGENT][NEUTRAL] Try it again. Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Mm, OK, everything looks like I got it. OK, then do the next.
[CUSTOMER][NEUTRAL] It's still saying it.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] It says try again if this error persist, persists, please contact customer service, but you said it lets you go through, but it won't let me go through.
[AGENT][NEUTRAL] Yeah, there's.
[AGENT][NEUTRAL] You have the last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I got my social security number, not the member ID which is [PII].
[CUSTOMER][NEUTRAL] I got the residential zip code. I got my email and the date of birth.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] And the zip code is
[CUSTOMER][NEUTRAL] I'm trying it on my uh.
[AGENT][NEUTRAL] Are you on a cell phone?
[CUSTOMER][NEUTRAL] I'm on my desk I'm on my desktop at work. I might need to try my cell phone. I might get better.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEGATIVE] Well, you should, it should work better on a browser. I mean, it's letting me move forward. I just don't want to create the username and I don't wanna create the password for you, um.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't know why.
[CUSTOMER][NEUTRAL] I just wanted
[CUSTOMER][NEUTRAL] Let me try again. It's still saying no username.
[CUSTOMER][NEUTRAL] was found with the information that was entered.
[CUSTOMER][NEUTRAL] And all it's asking is my last name.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh well, I don't know.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] The other way was much easier. She said it. The other lady I talked to said it just changed over the weekend. How you go, how to um get on the Apple to access your portal. The other way was so much easier, but that's been since [PII] since I had to use it.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Just let you move forward, but not me.
[CUSTOMER][NEGATIVE] The last, the last step is not.
[CUSTOMER][NEUTRAL] Let's see, everything's blue, but my social security number. OK, so.
[CUSTOMER][NEUTRAL] I don't know my, do I have a member ID? Do you know my member ID?
[AGENT][NEUTRAL] No, I mean, I was, I was putting in your social before [PII].
[CUSTOMER][NEUTRAL] I don't know it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] and that was working.
[CUSTOMER][NEUTRAL] 2
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, what do you want the password to be [PII]? Do you want me just to set it as something and then you can reset it?
[CUSTOMER][NEUTRAL] Well, let's see.
[CUSTOMER][NEUTRAL] That'll be fine. That'll be fine.
[AGENT][NEUTRAL] OK, do me a favor and check your email, your Gmail, and let me know if you've got a verification code.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] OK, let's see here.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] There's something here. Yes, I did.
[AGENT][NEUTRAL] What is that code?
[CUSTOMER][NEUTRAL] OK, where do I put? It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, try now to go [PII] to the log in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go back? OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Go back to log in? OK.
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, it's asking for my email address.
[AGENT][NEUTRAL] Yep, so put [PII].
[CUSTOMER][NEUTRAL] OK. OK, I got it, wait a minute. Uh, well, what did I do wrong?
[CUSTOMER][NEUTRAL] I got it in there.
[CUSTOMER][NEUTRAL] OK, I'm at the password.
[AGENT][NEUTRAL] The password is going to be [PII], so [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] It's saying, send verification code.
[AGENT][NEUTRAL] OK, so it's gonna send it to your email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Here's another one, OK. It's [PII].
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] OK, it says we are experiencing an issue.
[CUSTOMER][NEUTRAL] Retrieving your data now saying please try again later.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] So something's going on with it here.
[AGENT][NEUTRAL] It was down earlier this morning they were having some issues with getting people logged in but I hadn't heard anything else additional they said about.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] today, it should be working. Um.
[CUSTOMER][NEUTRAL] Mhm well it's, it's a dashboard and this is we're experiencing an issue retrieving your data. Please try again later contact customer service which I'm already on with you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, OK, what I can do is report this [PII] and see if there's something else still going on with the online service center, but as it stands right now you have a log in and you have a password and so you can try it again later you won't need to set it up, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What was that what was that password? [PII] exclamation point.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So maybe, maybe just give it 24 hours before you try it again.
[CUSTOMER][NEUTRAL] OK, well, I'll just try.
[CUSTOMER][POSITIVE] I will, I will, and thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] OK, you too. Bye bye.
[AGENT][NEUTRAL] Bye-bye.