AccountId: 011433970860
ContactId: f2682879-eaa7-439e-9bf2-81d3ab7a86ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 427369 ms
Total Talk Time (AGENT): 114171 ms
Total Talk Time (CUSTOMER): 150816 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/f2682879-eaa7-439e-9bf2-81d3ab7a86ae_20250611T22:17_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].
[CUSTOMER][NEUTRAL] My name is [PII]. I'm trying to log in so I can um upload my information to the claim that I requested.
[CUSTOMER][NEGATIVE] But they're not letting me log in. They're saying my email is not verified and I don't have an account.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] I do not
[AGENT][NEUTRAL] OK, I can look it up by your last name or social.
[CUSTOMER][NEUTRAL] It's my last name is [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what was your first name?
[CUSTOMER][NEUTRAL] It's [PII], [PII]
[AGENT][NEUTRAL] OK, and are you on the [PII]?
[CUSTOMER][POSITIVE] Cool.
[AGENT][NEUTRAL] And then can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And then your address?
[CUSTOMER][NEUTRAL] [PII] was 25 cents.
[AGENT][NEUTRAL] What was the zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what is your email address?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, OK, and um when you're on the uh website you'll go to create your OSC account.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then pick insured.
[CUSTOMER][NEUTRAL] So I don't go into the libra part, no.
[AGENT][NEUTRAL] So, uh, you'll have to recreate your account.
[CUSTOMER][NEUTRAL] Where it says log in.
[AGENT][NEUTRAL] Yeah, we've um we've updated our website.
[CUSTOMER][NEUTRAL] Why do I have to read?
[CUSTOMER][NEGATIVE] So what about the claim that was already in there? I'm not gonna have that anymore?
[AGENT][NEUTRAL] No, they'll be in there.
[CUSTOMER][NEUTRAL] OK, I have to recreate the account.
[AGENT][NEUTRAL] Yes, you'll have to create your OSC account again. You'll be the insured, um, it'll ask for your last name, your full social, no dashes, zip code, email, and date of birth, and then when you click next, it should take you to creating your password.
[AGENT][NEUTRAL] Um, it's gonna send a verification code. Um, it's gonna do that process twice. So once, once you've created your account, created your password, um, it'll ask you to log back in and it'll ask for another verification code.
[CUSTOMER][NEUTRAL] So the question is if the system updated you guys are not gonna tell anybody that they needed to.
[CUSTOMER][NEUTRAL] Create an account again after I already created one.
[AGENT][NEUTRAL] We've had a banner going.
[CUSTOMER][NEUTRAL] So are they sending information now?
[AGENT][NEUTRAL] We had a banner going for the entire month of May, um, explaining it.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I didn't get anything.
[AGENT][NEUTRAL] I mean, when you went to our, if you went to our site, there would be a message that popped up.
[CUSTOMER][NEGATIVE] I just did a clean last month and there was nothing on the website. You have to upload some stuff on there. I didn't see that.
[AGENT][NEUTRAL] OK, I, do you want me to hold with you while you try to create?
[CUSTOMER][NEUTRAL] I'm, I'm just saying, so if I didn't.
[CUSTOMER][NEUTRAL] With me.
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] This is one thing she is.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No I really gotta do 110 things to get to all the pay stuff.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says it requires for.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, it says it was created. So now do I go to log in now? Now I can log in.
[AGENT][NEUTRAL] Yes, I.
[CUSTOMER][NEUTRAL] Even though the account was created.
[AGENT][NEUTRAL] OK, and then you'll go to log in and it'll send another ask for another verification code.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It'll send it to your email.
[CUSTOMER][NEGATIVE] But every time I click over to my email, the page goes away.
[AGENT][NEUTRAL] You'll have to give it a moment. Um, it's
[CUSTOMER][NEUTRAL] That's crazy.
[AGENT][NEGATIVE] If you click too many times, it'll error out.
[CUSTOMER][NEUTRAL] I clicked one to click over to my email so I can get the verification code and it went away.
[AGENT][NEUTRAL] What what went away, the website or?
[CUSTOMER][NEUTRAL] Where you put in the in the code for the verification.
[CUSTOMER][NEUTRAL] It just, it's weird.
[AGENT][NEUTRAL] OK, OK, so were you able to successfully create your password?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and then when you go to
[CUSTOMER][NEUTRAL] That was created so now I'm just trying to log in.
[AGENT][NEUTRAL] OK, and when you log in, are you able to enter your.
[CUSTOMER][NEUTRAL] It tells me it's gonna
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEGATIVE] It comes I send I put in my email address. It says it's gonna send a verification code and I click out of that box to click over to my email, it goes away.
[AGENT][NEUTRAL] Do you, do you.
[CUSTOMER][NEUTRAL] So I'm just gonna do it again. I'm gonna try it again and this time I'm just gonna look it up, so it's not allowing me to click out. So I'm just gonna look at the verification code on my phone in my email because.
[CUSTOMER][NEGATIVE] It's not allowing me to click out.
[CUSTOMER][NEUTRAL] Oh that's crazy.
[CUSTOMER][NEUTRAL] For people who are not computer savvy, what do you guys do for them? Like, this is tough.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][POSITIVE] I'm just talking to myself. No ma'am. I'm done. Thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thanks for calling ATO.