AccountId: 011433970860
ContactId: f1a8957a-1d35-466c-a931-d6d2448ca1d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260470 ms
Total Talk Time (AGENT): 127925 ms
Total Talk Time (CUSTOMER): 59895 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/f1a8957a-1d35-466c-a931-d6d2448ca1d5_20250609T17:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi, I can no longer access uh my account online.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I can help you with the online service center, sir. Can you please give me your name and your callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] And it's [PII].
[AGENT][NEUTRAL] OK. And what is your policy number, please?
[CUSTOMER][NEUTRAL] It's 025.
[CUSTOMER][NEUTRAL] 66563
[AGENT][NEUTRAL] OK, let me look up your policy real quick.
[AGENT][NEUTRAL] All right, [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] OK, the address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And your email address, sir?
[CUSTOMER][NEUTRAL] I don't remember which one I used. I have a few of them, so we'll try.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, can you spell that for me? I'll add that one in. That way you can use it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Well, it doesn't matter if it's if it's [PII]. I'll use that one.
[AGENT][NEUTRAL] That's that's the one that you would like to use, what was it again, please?
[CUSTOMER][POSITIVE] Yeah, the best one you have already.
[AGENT][NEUTRAL] I, I don't have one, so I'll need to add one in for you.
[CUSTOMER][NEUTRAL] Oh, OK. Yeah, we'll do [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, [PII]
[AGENT][NEUTRAL] [PII]?
[CUSTOMER][POSITIVE] That's yeah, that's correct.
[AGENT][NEUTRAL] OK, let me add that in real quick.
[AGENT][NEUTRAL] OK, thank you sir and then the phone number that you gave me to call you back on, sir, is that your cell phone number?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK, I've got that updated for you.
[AGENT][NEUTRAL] So the online service center we just released a new um updated version.
[AGENT][NEUTRAL] And when you go into that welcome screen, you see that welcome screen you're going to need to sign in um to create OSC account which will be under the big blue log in button in blue underneath you'll need to start there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then you're gonna choose the option that you're an insured.
[CUSTOMER][NEUTRAL] OK, will do.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And OK, and then you just follow the prompts. It'll send you a um confirmation number to your email address that you'll have to put in and you should be able to get in. I've just verified all your information and everything is matching now. We've got your email address in which is going to be what you used to sign in with now after you get your initial login done.
[CUSTOMER][POSITIVE] Understood. I appreciate your help.
[AGENT][POSITIVE] Well, it's no problem at all. I hope you have a wonderful day. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that was my issue. Thank you.
[AGENT][POSITIVE] Alright you take care, Mr. [PII] and have a wonderful week. Thanks for calling APL.
[CUSTOMER][NEUTRAL] OK.