AccountId: 011433970860
ContactId: e2bde203-0617-4c07-b18d-6b1cecf7ab60
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 672760 ms
Total Talk Time (AGENT): 114524 ms
Total Talk Time (CUSTOMER): 149584 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/e2bde203-0617-4c07-b18d-6b1cecf7ab60_20250612T16:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. uh, are you guys having a problem with the website that you're aware of?
[AGENT][NEUTRAL] Um, well, actually, we updated the website and so, um, everyone would need to go in and recreate their account.
[CUSTOMER][NEUTRAL] Understood. OK, so I'm entering my information to create my account. I did that as just like uh just to see if there was a problem with the website, and it's telling me that my information is not found.
[AGENT][NEUTRAL] OK. Can I get
[CUSTOMER][NEUTRAL] With my email, the only email I have.
[CUSTOMER][NEUTRAL] And our group number.
[AGENT][NEUTRAL] OK, I can assist you with that. Um, first, could I get your name and a callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII] and [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Now, could I get your policy number, please?
[CUSTOMER][NEUTRAL] Uh, it's a group. It's 24679 is our group number.
[AGENT][NEUTRAL] OK. Well, I can only look this up by your um policy number, your particular policy number.
[CUSTOMER][NEUTRAL] I, I don't have my policy number. Can I give you my social?
[AGENT][NEUTRAL] Yes, I can look it up by your social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Please verify your first and last name and your date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII]. So when I do this online, when I enter the group number and my email, it's telling me that I don't have anything with you guys.
[CUSTOMER][NEUTRAL] Online.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. Yeah, and I'm showing that your policy is still active. Could you please verify your mailing address and your email address?
[CUSTOMER][NEUTRAL] [PII]. And what else?
[AGENT][NEUTRAL] Verify your email address.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And when you put in your
[CUSTOMER][NEUTRAL] The group number is the same 24679.
[AGENT][NEUTRAL] Yes, that's the group number.
[CUSTOMER][NEUTRAL] Right, so when I put my email.
[CUSTOMER][NEUTRAL] It's telling me
[CUSTOMER][NEGATIVE] No user responded with this information.
[AGENT][NEUTRAL] OK. Let's go back from the beginning. Can you go to [PII]?
[CUSTOMER][NEUTRAL] That's where I am. I'm in [PII] sign up.
[AGENT][NEUTRAL] OK, so you clicked on create your OSC account?
[CUSTOMER][NEGATIVE] Correct, that's where I am. It's trying to find me, but it's telling me I don't have an account with the group number and my email address.
[AGENT][NEUTRAL] OK. Well, yeah, go back to the beginning, clear out your group number and the email address and go back to the very beginning.
[CUSTOMER][NEUTRAL] OK, it's clear.
[AGENT][NEUTRAL] OK, and click on create your OSC account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And then let the system know that you're the insured.
[CUSTOMER][NEUTRAL] So I don't go to group. I go to insured.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Then go to next.
[CUSTOMER][NEGATIVE] Yeah, there's no user respond with the information that was entered.
[AGENT][NEUTRAL] Well, it should be asking you to.
[CUSTOMER][NEUTRAL] Oh wait a second.
[AGENT][NEUTRAL] To enter the information.
[CUSTOMER][NEUTRAL] Wait a second, I answered my.
[CUSTOMER][NEUTRAL] Yeah, it was my zip code.
[CUSTOMER][NEUTRAL] I got it.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, now in order to file a claim, I just tried to do this with one of my coworkers. The website was just um.
[CUSTOMER][NEUTRAL] It looked like it was
[CUSTOMER][NEGATIVE] Doing something but nothing was populating the website was just white.
[AGENT][NEUTRAL] OK. It sounds like your coworker may need to set up their own individual policy too. That's what.
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] They did, they did. They were able to successfully do it, but I'm trying to help them file a claim because I've successfully filed claims in the past. However, the website just turned white.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. And have they tried to log in again and
[CUSTOMER][NEUTRAL] Yeah, that's why I called because we're it.
[CUSTOMER][NEGATIVE] When he couldn't find me and I couldn't file a claim for him or help him it I figured there's something wrong with the website.
[AGENT][NEUTRAL] OK. Yeah, let me place you on a brief hold and see if there's something going on with the website, if you don't mind holding.
[CUSTOMER][POSITIVE] No problem. Thank you.
[AGENT][POSITIVE] Mhm. Thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] I try to save it.
[AGENT][POSITIVE] OK, ma'am. Thanks for your patience. I did find out that there is an issue with the website and IT is aware of it and they're working on it. And they suggest that you try again in about an hour or so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] OK, OK, that works thank you so much.
[AGENT][NEUTRAL] OK. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, ma'am, that was it. I really appreciate it. Thank you for your help. All right, bye bye.
[AGENT][POSITIVE] OK, I thank you
[AGENT][NEUTRAL] You're welcome, [PII]