AccountId: 011433970860
ContactId: da0eacfa-ec2f-4482-b368-558f19fe2d19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 825020 ms
Total Talk Time (AGENT): 243026 ms
Total Talk Time (CUSTOMER): 478330 ms
Interruptions: 14
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/da0eacfa-ec2f-4482-b368-558f19fe2d19_20250602T20:40_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Hi ma'am, I hope you're having a great day. My, my name is [PII], and I'm trying to uh create my new portal, uh, and when I do, it tells me that, uh, my account cannot be verified due to my email address and I'm thinking that your system has my old email address. I was wondering if we could verify that so I can uh get my new portal going.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, definitely, um, and it, it's, it also it may not be, um, that because we just launched our new, um, online service center today so we've been getting a lot of calls like this so we'll, but we'll look into and see exactly what's going on.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] No problem. And I
[CUSTOMER][NEUTRAL] I just verified with you guys.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Oh, no, I was just ask, are you calling for your individual policy or on behalf of a group?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, individual.
[AGENT][NEUTRAL] OK, alright, let me, let me get that pulled up.
[AGENT][NEUTRAL] And what's your policy number?
[CUSTOMER][NEUTRAL] Uh, I gotta use my social. Is that OK?
[AGENT][NEUTRAL] Yeah, that's OK.
[CUSTOMER][NEUTRAL] I, I, I, OK, thanks, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you see them and let me get here alright and what's the address that we should have on file for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And the phone number that we should have on file?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and I see that's also the number you're calling from, so is that a good callback number for you in case um we get disconnected or we need to follow up?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, alright, let me pull up and see what email we have on file.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It should be [PII] because I called earlier on another situation with you guys and uh uh to verify me they asked me and and apparently that's the one you have on me and that's the one I'm trying to get in my new portal with but.
[CUSTOMER][NEGATIVE] That's what got has me a little confused.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, that's what we have. OK, so are you trying to log in or are you going to create a new account?
[CUSTOMER][NEUTRAL] Uh, create a new account.
[AGENT][NEUTRAL] OK, um, so if you could do me a favor and exit out of that and then reopen a new window and go to create a new account and we'll just start from scratch and go buy everything to make sure that everything's right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] and
[CUSTOMER][POSITIVE] OK, I'm already logged in on my uh laptop, so let me get that and we'll do it together. I appreciate it.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Hang on just a sec, I'm in the country, so I gotta kind of get to a better spot where you can hear me good, so take just a sec.
[AGENT][NEUTRAL] Oh no, you're fine. Oh, I'm, I'm from the country too, and we're not far from it now, so yeah, I understand.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So, so you totally understand. Alright, alright, hang on just a second. It's trying to get me back up on here.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, alright, so go ahead and close on out of that.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] Uh, cancel.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] You that.
[CUSTOMER][NEGATIVE] So do I just cancel out uh the whole the whole site and then get back on?
[AGENT][NEGATIVE] Yeah, cancel out the whole site, yeah.
[CUSTOMER][NEUTRAL] Uh, APOs, OK.
[AGENT][NEUTRAL] And then you'll wanna go to create a new OSC account and let me know when you get there.
[CUSTOMER][NEUTRAL] Let me get
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Almost there.
[CUSTOMER][NEUTRAL] OK, I'm there now.
[AGENT][NEUTRAL] All right, so it should ask you for your email at first, is that right?
[CUSTOMER][NEUTRAL] You gonna make
[CUSTOMER][NEUTRAL] Uh, no, it's asking me if I'm, uh, insured or the or the provider or all that, you know, so I'm gonna go with I'm the.
[AGENT][NEUTRAL] Or is it
[AGENT][NEUTRAL] OK, yeah, you'll put
[AGENT][NEUTRAL] Yeah, you're the insured.
[CUSTOMER][NEUTRAL] OK, and then I hit that window and then OK now it's asking me for my last name and social and all that.
[AGENT][NEUTRAL] OK, yeah, so put that all, all that information in.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hey, uh,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I got all that and it wants me to hit next.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and then it says uh it says complete your account set up, hit continue.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, now it's asking for verification is necessary and then it says to put my email in and send the verification code.
[AGENT][NEUTRAL] Yes, so do that. Go ahead and put your email in and what we have is the [PII]. So put that in.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yep, that's what I, that was my newest one.
[CUSTOMER][NEUTRAL] Now it also wants me to enter a password and all that stuff below or do I just do the verification first?
[CUSTOMER][NEUTRAL] Or fill the rest of the stuff out.
[AGENT][NEUTRAL] Um, I think
[AGENT][NEUTRAL] I think you have to do the verification first. What, what order is it showing?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] the verification first.
[AGENT][NEUTRAL] OK, yeah, I think you go ahead and do the verification and then we'll do the password because I remember I, I've done this a couple times today and I think it makes you go through the verification code part twice, but we'll see.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's got a whole bunch of stuff in here. Hang on, let me back up.
[CUSTOMER][NEUTRAL] Had the back up because it.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I'm sorry ma'am, but I gotta do all this again real quick. I'll, I'll try to be fast.
[AGENT][POSITIVE] No, you're fine. You are perfectly fine. I'm, I'm not in a rush at all.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] You fill this out for me. She's faster on this thing than I am. I'm gonna let my fiance type it out for me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, should be a lot faster.
[CUSTOMER][NEUTRAL] 43931.
[CUSTOMER][NEUTRAL] 313-317.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] 70634.
[CUSTOMER][NEUTRAL] And carry system.
[CUSTOMER][NEGATIVE] Hey, you know my birthday. I hope you know my birthday. That's not good. I guess that's uh that's the wrong birthday. I mean you. [PII]. Yeah, 97 would be cool.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] That's almost when I was born.
[CUSTOMER][NEUTRAL] OK, now is.
[CUSTOMER][NEUTRAL] I hear you. What was you born before that?
[CUSTOMER][NEUTRAL] Uh, after that.
[AGENT][NEUTRAL] Uh, no, [PII].
[CUSTOMER][NEUTRAL] Oh, OK, yeah, so go ahead and, uh, hit send, and then I'll get that off my phone. Hang on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, the code number, are you still there young lady?
[AGENT][NEUTRAL] Yes, I'm still here.
[CUSTOMER][NEUTRAL] OK, OK, I thought I hung you up, uh, [PII], yeah.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] And I said that's the guy. Yeah, well, she said go ahead and do the verification thing first.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think it's going.
[CUSTOMER][POSITIVE] I've made it, she's made it further than I have, so.
[CUSTOMER][NEUTRAL] It was not me.
[CUSTOMER][NEUTRAL] say a bunch of red.
[CUSTOMER][NEUTRAL] Just what's it.
[AGENT][NEUTRAL] And when you get to the part to do the password, it'll want a capital letter and a special character with it.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK, OK, alright, I'm to the point where it says I agree to the terms of use and all, so I must have made it through it that.
[CUSTOMER][NEUTRAL] Yeah, and the privacy policy.
[CUSTOMER][POSITIVE] OK, my account set uh successfully set up. I'm sorry. I tried that 3 times before I called. Oh yeah, got verified again. Yeah, oh yeah, it's updated alright.
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] Yeah, it that that's what it's been making people verify twice, so just let me know um when you get through that second one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, yeah, don't hang up. I hang on the phone.
[CUSTOMER][NEUTRAL] It is 077673.
[CUSTOMER][NEUTRAL] All right. All right, young lady, I'm on there.
[AGENT][NEUTRAL] Good. Are you able to see all your information and everything? I just wanna make sure before we hang up.
[CUSTOMER][NEUTRAL] This.
[CUSTOMER][NEUTRAL] OK, thank you. It says uh dashboard it's different from what I remember, yeah, your, your whole set up.
[AGENT][NEUTRAL] Yeah, it's a new website so it's, it'll look different.
[CUSTOMER][NEUTRAL] Yeah, certainly does. Yeah, they got it all, um, OK, it wants to verify my phone number too.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII] yeah.
[AGENT][NEUTRAL] And if you usually do you usually pay your your bill online?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, my, what bill? My phone bill?
[AGENT][NEUTRAL] Oh no, you're, uh, like for your insurance, do you usually pay it online or are you still with Universal Trucking and they pay it?
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, Universal Trucking does.
[AGENT][NEUTRAL] OK, OK, so we don't have to worry about that part right.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I see.
[CUSTOMER][NEUTRAL] I see everything on here, yeah.
[CUSTOMER][NEUTRAL] Alright, uh, but it says something about 150, uh, 150, 44 a month. I'm not sure what that is.
[AGENT][NEUTRAL] Oh right.
[CUSTOMER][POSITIVE] Oh that was it. Oh, OK, that's just what it would cost me or something. OK, alright, I think we're good.
[AGENT][NEUTRAL] Yeah, yeah, that's your premium, um, but if your employer's still paying that, then you're OK, but that's just like if you ever left your employer and you wanted to keep your plan, then that's what you would pay.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh I got you. OK, sounds good. That's why I've never seen any, uh, payments taken out of my, my, uh, benefits.
[CUSTOMER][NEUTRAL] Because my employer must still be paying that.
[AGENT][NEUTRAL] Yeah, let me make sure that.
[CUSTOMER][NEGATIVE] Yeah, because I'm still employed but uh y'all never took money out for uh benefits like my monthly premium.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, we don't
[AGENT][NEUTRAL] Yeah, we don't take, um, so like your employer did do they you see like your paycheck they your employer should be taking that out.
[CUSTOMER][NEUTRAL] Yeah, that's how I did it. They took it out of my paycheck.
[AGENT][NEUTRAL] Yeah, yeah, that's how it is. So we, you wouldn't see anything from us unless you were ever left them and you've kept your plan and you were just in and individually paying it on your own.
[CUSTOMER][NEUTRAL] I'm.
[CUSTOMER][NEUTRAL] Right, OK, OK, I got you. Uh, yeah, you don't see how we upload documents on this new thing.
[AGENT][NEUTRAL] Is that for a claim?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah, you go to claim support.
[AGENT][NEUTRAL] Yeah, so you would go to.
[AGENT][NEUTRAL] Yeah, yeah, if you, um, go to like the home page you should see where it says like start a claim or something like that, um, that's where you would be able to do that, yeah.
[CUSTOMER][NEUTRAL] Uh, I
[CUSTOMER][NEUTRAL] that.
[CUSTOMER][NEUTRAL] Yeah, claim support.
[CUSTOMER][POSITIVE] OK. Oh, she found it. Alright, man. Hey, you've been so helpful. Oh, you guys are when I call up there. I appreciate you so much.
[AGENT][POSITIVE] Yeah, no problem. Is there anything else that we can help you with while we have you on the line?
[CUSTOMER][POSITIVE] No, ma'am, I'm certainly good. I appreciate it.
[AGENT][POSITIVE] No problem. Well, it was it was a pleasure assisting you, Mr. [PII]. I hope you have a great rest of your week.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yeah.