AccountId: 011433970860
ContactId: f1d91114-6abb-44d6-8dd8-daf6ad21d9d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199179 ms
Total Talk Time (AGENT): 84868 ms
Total Talk Time (CUSTOMER): 73698 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/f1d91114-6abb-44d6-8dd8-daf6ad21d9d6_20250626T15:34_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, how are you? Uh, I have a.
[CUSTOMER][NEGATIVE] An account with you guys and I'm trying to log into the website and it's saying it can't find my account.
[CUSTOMER][NEUTRAL] Uh, all I need is a copy of the gap of my insurance card. I was wondering if you guys could send it to me.
[AGENT][POSITIVE] OK, I'll be happy to assist. Um, first, if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and since you don't have your card, can I get your social?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Your name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] Alright, and what is your um mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and your um email address?
[CUSTOMER][NEUTRAL] Uh, [PII] R.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that's not what we have but um it looks like a work email, but we will need to get it updated to your personal um can you repeat that email for me so I can put it in?
[CUSTOMER][NEUTRAL] Sure, the work should be [PII], uh, but my personal is [PII] E.
[AGENT][NEUTRAL] THE
[CUSTOMER][NEUTRAL] And then [PII] W.
[CUSTOMER][NEUTRAL] Yeah, THE
[CUSTOMER][NEUTRAL] And then [PII] E.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so [PII] [PII]. I've updated that email address. Um, give me one moment to request your card. um, now what you'll need to do, um, everyone, um, since they updated the online service center, everyone has to re-register so you're basically starting from scratch, um, so when you instead of logging in you're gonna, um, choose the option to create your um OSC account.
[AGENT][NEUTRAL] And then you'll put in that um email address, your last name, social, zip code, email address and your date of birth.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then that will
[CUSTOMER][NEUTRAL] Perfect, I'll do that now that that that that explains it kept on saying it couldn't find me. I think what happened was I was putting my personal email instead of my work email.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Oh yeah, we have the word email but I've I've corrected that now so you're you're good to go now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, so you should receive that um card in the mail within 7 to 10 business days, um, but once you get registered and log in you'll be able to, um, view or download the temporary card.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][NEUTRAL] OK, was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, that's all you have a good day.
[AGENT][POSITIVE] Mm thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye
[AGENT][NEUTRAL] Mhm bye bye.