AccountId: 011433970860
ContactId: e95f434c-6f40-4a5d-b6dc-4f3221efa4cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 350079 ms
Total Talk Time (AGENT): 127319 ms
Total Talk Time (CUSTOMER): 81027 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/e95f434c-6f40-4a5d-b6dc-4f3221efa4cd_20250613T12:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Um, I work at a company called Bergoya, and I'm trying to log into my account, but it says like it doesn't recognize my email or login.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, so we did this past week do like an update to our online service center. Have you guys signed in since the change this past week or is this the first time?
[CUSTOMER][NEUTRAL] This is the first time.
[AGENT][NEUTRAL] OK. Do we have [PII], the group number?
[CUSTOMER][NEUTRAL] Let me see. OK.
[CUSTOMER][NEUTRAL] I have the policy number.
[AGENT][POSITIVE] OK, you can give me, yeah, you can give me that.
[CUSTOMER][NEUTRAL] Would that be the same?
[CUSTOMER][NEUTRAL] OK, 26931.
[AGENT][NEUTRAL] OK, and then [PII], are you trying to sign into your own personal account? Are you trying to sign in for the the group?
[CUSTOMER][NEUTRAL] For the group, like I'm the admin.
[AGENT][POSITIVE] OK, I just wanna make sure I was understanding you right, no worries.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, and then can I verify the address for the group, please?
[CUSTOMER][NEUTRAL] Yes. It is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright perfect thank you. OK, so when you click create your OSC account, are you clicking on group next?
[CUSTOMER][NEGATIVE] I, I didn't even do that. Do I need to, so I, no.
[AGENT][NEUTRAL] You didn't even do that? OK, yeah.
[AGENT][NEUTRAL] So under the sign in, yeah.
[CUSTOMER][NEUTRAL] Is this because this is because the update, not because like I haven't done it.
[AGENT][NEUTRAL] Correct, yeah, this is because of the update so like going forward everybody's gonna use their email as the username so everybody's having to recreate um a new login for the account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, got it. So I click group.
[AGENT][NEUTRAL] Mhm, so you're gonna click that you're a group, yep.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then would the group number be the policy number?
[AGENT][NEUTRAL] Uh, let's see, so then it asks for.
[CUSTOMER][NEUTRAL] I think I have my card.
[AGENT][NEUTRAL] Yeah, so put in the 26931 that's the group number.
[AGENT][NEUTRAL] And then the only other thing required is the email and the email on file is your first name, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Complete your account now.
[CUSTOMER][NEUTRAL] OK, so I put the email and I just create a new password.
[AGENT][NEUTRAL] Yeah, so first thing you're gonna do though is gonna need to send you a verification code um so when you complete the set up it's gonna ask you for the email it's gonna send you a code you need to put that code in and click verify before you create the password.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For the display name, can I just put my full name?
[AGENT][NEUTRAL] Yeah, you don't even have to, you can put whatever you want. It's not, yeah, it's not even required.
[CUSTOMER][NEUTRAL] Or do I put the company name?
[CUSTOMER][NEUTRAL] Oh, I don't have to do.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, it's asking. I'm trying to log in it's asking for another verification code.
[AGENT][NEUTRAL] Yeah, so with the update, that's kind of part of it. You're always gonna have to enter in a verification code now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I got it. Perfect.
[AGENT][POSITIVE] Awesome. All right. You are welcome, [PII]. I hope you have a good day.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] All right.