AccountId: 011433970860
ContactId: e6337803-f6c0-4285-b244-8b12424a3aa6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216119 ms
Total Talk Time (AGENT): 99889 ms
Total Talk Time (CUSTOMER): 85486 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/e6337803-f6c0-4285-b244-8b12424a3aa6_20250605T21:34_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm having trouble accessing my account so I can view my cards, um, so I was trying to get assistance with that.
[AGENT][NEUTRAL] OK. Do you have your, is this for yourself or are you with a group or a broker?
[CUSTOMER][NEUTRAL] Yes, it's for, um, well, yeah, I'm with a, it's through my job if that's what you're asking.
[AGENT][NEUTRAL] OK. Uh, do you have your policy number?
[CUSTOMER][NEUTRAL] I believe so.
[CUSTOMER][NEUTRAL] One second.
[CUSTOMER][NEUTRAL] I believe it is 02339315.
[AGENT][NEUTRAL] And can I get your first and last name and your date of birth?
[CUSTOMER][NEUTRAL] That's [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your address?
[CUSTOMER][NEUTRAL] Um, it's listed, I believe it's [PII].
[AGENT][NEUTRAL] Yes, that's what we have. And then your email address?
[CUSTOMER][NEGATIVE] It should have been [PII].
[CUSTOMER][NEUTRAL] [PII]. I'm sorry, [PII].
[AGENT][NEUTRAL] OK, uh, it looks like we have [PII], so should there be a 1 on there?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, that's, yes.
[CUSTOMER][NEUTRAL] Um, so there's no, but I can, is there any way to change that and that will keep my account still the same way or?
[AGENT][NEUTRAL] Yeah, yeah, let me get that changed.
[CUSTOMER][NEUTRAL] Will I have to rewrit? OK.
[AGENT][NEUTRAL] Yeah, well, no, you're gonna have to, you're gonna have to create a new account when you go to our website.
[AGENT][NEUTRAL] Um, so when you go to [PII], you'll have to create your OSD account. Um, let me fix your email address real quick. Um, OK, so [PII], correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then, um,
[AGENT][NEUTRAL] Is your first name spelled [PII]?
[CUSTOMER][POSITIVE] You brought, yes ma'am.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, so, um, you should be able to with the information you provided. Do, do you need to update your address or you can actually update it online once you, if you need to change it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but
[CUSTOMER][POSITIVE] OK, cool. That'll be great.
[AGENT][NEUTRAL] Yeah, so if you'll do your create your OSC account, you'll be the insured, and then I've corrected your email address, so it should work now um when you go on there's gonna be a two-factor authentication so you're gonna have to do a verification code twice, gonna send it to your email.
[CUSTOMER][NEUTRAL] Aten have a medical.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII] that is medical alert 761747716.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, that's fine.
[AGENT][NEUTRAL] And then is there anything else I can help with today?
[CUSTOMER][NEUTRAL] No, ma'am, that was, that was.
[AGENT][NEUTRAL] Oh, actually, I see your, is your last name spelled [PII]?
[CUSTOMER][POSITIVE] Correct, yes, ma'am.
[AGENT][NEUTRAL] OK, OK, just wanna make sure, OK, because everything has to match exactly when you create your account, so I just wanna make sure we've got everything right.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] OK, yes, yes, everything sounds right. So.
[AGENT][POSITIVE] OK, um, if you have any trouble, just give us a call back and we'll walk you through it.
[CUSTOMER][POSITIVE] All right, thank you. Have a nice day.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good evening.