AccountId: 011433970860
ContactId: edb86077-9c03-4139-a3db-a9b35fe6d008
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 401700 ms
Total Talk Time (AGENT): 111519 ms
Total Talk Time (CUSTOMER): 175918 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/edb86077-9c03-4139-a3db-a9b35fe6d008_20250612T19:55_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][POSITIVE] Hey, how are you doing today?
[AGENT][NEUTRAL] I'm fine, and yourself?
[CUSTOMER][NEUTRAL] OK, um, I, I'm trying to log into my account online to file a claim and it keeps, I know I have the right email and I know and it's, it's not letting me log in and I ask for the code to verify that uh you the your your code is to verify and it's not letting me in.
[AGENT][NEUTRAL] OK. Uh, what is your name and the policy number, please?
[CUSTOMER][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I don't know my policy number because I can't get in to tell you. Hold on, hold on, I got a file, hold on.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] I apologize for not having all this ready for you when you call, can you call me.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] My policy number is 165558.
[AGENT][NEUTRAL] Uh, so I guess it's missing number. What's your social, Ms. [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you. Give me one moment.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, and Ms. [PII], uh, verify your date of birth, mailing address and email address, please.
[CUSTOMER][NEUTRAL] [PII]. My email address is [PII].
[AGENT][NEUTRAL] OK, and your email address please, make sure we have it correct.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK. Well, as far as our online service center, it has been updated, so you will have to create a new account.
[CUSTOMER][NEUTRAL] Oh, it, it, it has been a couple of years since I've done it.
[AGENT][NEUTRAL] Yes, ma'am, and they just recently updated the account, um, but when you go into that screen, uh, select create your OSC account.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me go back to the top cause it was so easy the last time I did it.
[AGENT][NEUTRAL] We try to, yes.
[CUSTOMER][POSITIVE] OK, I'm on the screen and it is quite funny.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Uh, create your OS it. Uh-huh. And then you're gonna select insured.
[CUSTOMER][NEUTRAL] OK, create.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's gonna ask for your last name, your social, zip code, email, and date of birth.
[CUSTOMER][NEUTRAL] Is my name [PII].
[CUSTOMER][NEUTRAL] It's [PII], right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] My last name, OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, email.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK, cause I know like this is so easy before.
[CUSTOMER][NEUTRAL] OK. All right, it's asking for my password. I can't do that.
[AGENT][NEUTRAL] Do you have to enter a password and then confirm what password you decide and then uh it does ask for a verification code that is being emailed to you. And once you put in that verification code and what email you choose and confirm that email, then you should be able to set up.
[CUSTOMER][NEUTRAL] So Google had given me, Google had given me an email. That's uh
[CUSTOMER][NEUTRAL] That's why I didn't uh.
[CUSTOMER][NEUTRAL] That's why I did. I, I can't remember all that Google trying to give me.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Why not verified email address.
[CUSTOMER][NEUTRAL] I need to send a verification verification code, my bad. I heard you say that. I wasn't listening.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you for your patience.
[AGENT][NEUTRAL] That's OK.
[AGENT][POSITIVE] Oh, no, ma'am, you're fine and you're welcome.
[CUSTOMER][NEUTRAL] I talked to some
[CUSTOMER][POSITIVE] I talked to someone earlier today and I said, I want you to say that I was the nicest person you talked to today.
[AGENT][NEUTRAL] And you are really today.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] For me,
[CUSTOMER][NEGATIVE] Well, I'm not gonna call this. I hope I have to call back tomorrow. Uh, no, I work in, I work in, uh, customer service as well, so I know.
[AGENT][POSITIVE] That's awesome.
[CUSTOMER][NEGATIVE] I'm not getting the um email. I'm not getting my verification code.
[AGENT][NEUTRAL] Usually it takes a minute, um, and it was emailed to that email address that you gave.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, maybe check your spam.
[CUSTOMER][NEUTRAL] I'm, you know, I'm gonna close it.
[CUSTOMER][NEUTRAL] Um, it came back, it came while ago through Microsoft on behalf of, so it'll come through, but I'm, I'm just gonna, uh, I'm gonna go out of it and come back in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] come about
[CUSTOMER][NEUTRAL] There it is.
[CUSTOMER][NEUTRAL] It is 98389.
[CUSTOMER][NEUTRAL] Pine not verified.
[CUSTOMER][NEGATIVE] Let's hope this ain't working cause they gave me too much.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, I think I'm in. OK, you assist with, OK, OK, I'm in.
[AGENT][POSITIVE] OK, good deal.
[AGENT][NEUTRAL] And I just want to let you know each time that you log in, it's gonna send out a verification code.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] With that email address.
[CUSTOMER][NEUTRAL] I see that.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] I see that I see that, yes ma'am. OK, well, I'm gonna try it again. Thank you so much. I appreciate you I appreciate your patience today.
[AGENT][POSITIVE] Oh, you're welcome, Ms. [PII], and thank you so much for calling APO. You have a great day.
[CUSTOMER][NEUTRAL] He was