AccountId: 011433970860
ContactId: de11ad7a-7726-4c33-b1eb-e81e57054dd7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 387100 ms
Total Talk Time (AGENT): 114073 ms
Total Talk Time (CUSTOMER): 160188 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/de11ad7a-7726-4c33-b1eb-e81e57054dd7_20250610T20:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII], and I have a, uh, well, I, I have insurance for you guys, um, through my work, and I was trying to log online because I, I bought some like 2 years ago but haven't used it since, but, uh, I need to use it again and it tells me that um my password and username are not correct and I try to reset it.
[CUSTOMER][NEGATIVE] And it tells me I'm not in the system, so I'm doing something wrong.
[AGENT][NEUTRAL] OK, um, do you have your policy number?
[CUSTOMER][NEGATIVE] Uh, no, they did not give me a, uh, oh, I don't think they gave me a policy number, no.
[AGENT][NEUTRAL] OK, yeah, I can look it up by your last name or your social.
[CUSTOMER][NEUTRAL] Oh, my social is [PII].
[AGENT][NEUTRAL] OK, give me just one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so when you go to the new site, um, we actually have a new site, um, so you're gonna have to create your account.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Um, let me ver
[CUSTOMER][NEUTRAL] OK, and what is the address?
[AGENT][NEUTRAL] It's the same, it's the same address. It's [PII]. [PII].
[CUSTOMER][NEUTRAL] For the new sites
[CUSTOMER][NEUTRAL] Oh, this has me on APL IDM.
[CUSTOMER][NEUTRAL] Log in.
[AGENT][NEGATIVE] Oh, no.
[CUSTOMER][NEUTRAL] OK, so APL secured, OK.
[AGENT][NEUTRAL] So uh secured. [PII].
[CUSTOMER][NEUTRAL] Hey, would you have us a touch of water before we finish it away?
[CUSTOMER][POSITIVE] OK perfect and I have to, so I try to create.
[AGENT][NEUTRAL] So go to create your account and then what's your birth date?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] And then can you verify your address and your email address?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's [PII]. And my current email is [PII] [PII].
[AGENT][NEUTRAL] OK, looks like we have an old address.
[AGENT][NEUTRAL] Um, do you know what that would be?
[CUSTOMER][NEUTRAL] Uh, uh.
[CUSTOMER][NEUTRAL] I was at [PII] Branch, and then I was on um Wild Hammock, but I don't remember the street number.
[AGENT][NEUTRAL] OK, yeah, it looks like we've got a wild hammock, so, um,
[CUSTOMER][NEUTRAL] Oh yeah, it's like [PII] or something like that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so do you need to update your address then?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, let me get that. And then, OK, what's your new address?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Number [PII].
[AGENT][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, let me get that updated real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], is that two separate words or one word?
[CUSTOMER][NEUTRAL] It is, it's two separate.
[AGENT][NEUTRAL] Lane, so.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] um probably go ahead and start to close down this is [PII] and [PII].
[CUSTOMER][NEUTRAL] And then they gotta make sure they put that up and then they can walk up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, now, if you will go to the new site [PII], create your OSC account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then you'll be insured.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And, um, on your last, last name, don't put a hyphen, just put a space.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Social
[AGENT][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Sorry, I'm getting it all in there.
[AGENT][NEUTRAL] Oh yeah, you're fine.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It says error no user found.
[AGENT][NEUTRAL] OK, let me see, try, try it with your, with the dash. I didn't think we could do the dash, but.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, there we go, final step.
[CUSTOMER][NEUTRAL] Um, it says to complete your, OK, hit continue.
[CUSTOMER][POSITIVE] OK awesome.
[AGENT][NEUTRAL] And then um it will ask for a verification code twice just FYI it's gonna ask for it when you initially create that password then once that's completed it's gonna ask you to log back in. It'll ask for another verification code and then once you're in.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You can go to your dashboard and then upload claims for reimbursement.
[AGENT][NEUTRAL] Under start a new claim.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] All right, I appreciate it. Thank you.
[AGENT][NEUTRAL] OK. Anything else I can help with, [PII]?
[CUSTOMER][NEUTRAL] Uh, nope, that was it.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a good evening.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.