AccountId: 011433970860
ContactId: e015c5c6-7687-4835-87fd-c17d4fab5298
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343079 ms
Total Talk Time (AGENT): 103341 ms
Total Talk Time (CUSTOMER): 90204 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/e015c5c6-7687-4835-87fd-c17d4fab5298_20250423T18:55_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APO. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII] calling. We're new to APL. I was just trying to sign up online for the account registration, and it says oops, there's an error. The account is not found.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Policy number with you guys is 02613247.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, your first and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I just need to verify a couple pieces of information and then I'll be able to help you.
[AGENT][NEUTRAL] Um, what is your date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And then your mailing address and email, please?
[CUSTOMER][NEUTRAL] Alright. [PII] and the email is [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] See here.
[AGENT][NEUTRAL] And you're trying to sign up on the OSC website?
[CUSTOMER][NEUTRAL] Yeah, the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK. So it's asking you for your last name, right?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. And then your social security number or member ID. So, for your
[CUSTOMER][NEUTRAL] I tried both ways either way works.
[AGENT][NEUTRAL] OK, so for your social, uh, you are going to leave out the 0 if there is a 0.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] In the beginning, sorry. So it would just, it would just be [PII].
[CUSTOMER][NEUTRAL] Alright, let me try that.
[CUSTOMER][NEUTRAL] Yep, yep.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then the zip code?
[CUSTOMER][NEUTRAL] You said [PII], you said [PII].
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] The actual
[CUSTOMER][NEUTRAL] No, it's [PII].
[CUSTOMER][NEUTRAL] That might be the problem.
[AGENT][NEUTRAL] Well, OK. Yes, we have [PII] in our system.
[CUSTOMER][NEUTRAL] No, it's [PII].
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] For now, type in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it says create your account. Can you go ahead and do all this and we'll fix the social later.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] And uh.
[CUSTOMER][NEUTRAL] Email.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Text message.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Submitting
[CUSTOMER][POSITIVE] Your account has been successfully created.
[AGENT][NEUTRAL] OK, so I will put in a
[CUSTOMER][NEUTRAL] So I try to log in.
[AGENT][NEUTRAL] So you did get in, right?
[CUSTOMER][NEGATIVE] Um, it, it's unsuccessful.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I'm trying to log in. OK, it looks like it's working.
[AGENT][NEUTRAL] OK, so I will submit a request to have your social security number updated in our system.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK. But for now, is there anything else I could help you with?
[CUSTOMER][POSITIVE] No, you've been very helpful, thank you, [PII].
[AGENT][POSITIVE] Yeah, thank you and have a good day. Thanks for calling APL.
[CUSTOMER][POSITIVE] All right, cheers bye.
[AGENT][POSITIVE] Mhm. All right, cheers bye.