AccountId: 011433970860
ContactId: f9019532-3c5c-4b4c-8a76-a65c4f31c487
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 523890 ms
Total Talk Time (AGENT): 279347 ms
Total Talk Time (CUSTOMER): 191487 ms
Interruptions: 4
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/f9019532-3c5c-4b4c-8a76-a65c4f31c487_20250620T19:45_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is um [PII]. I'm calling because I'm having a a problem signing in to try to get, you know, download a copy of my ID card and um it keeps saying error.
[AGENT][NEUTRAL] OK, Ms. [PII], so you're
[CUSTOMER][NEUTRAL] So I don't know what's going on, hm?
[AGENT][NEUTRAL] Oh, I'm so sorry. I didn't mean to overspeak you. I'm so sorry about that. So you said that um you're trying to sign into your portal to get an ID card, but you're getting an error message?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm, yeah, the user information is, yeah, can be found something like that.
[AGENT][NEUTRAL] OK, so
[AGENT][POSITIVE] OK, yes, ma'am. Well, I can certainly try and help you with that, Ms. [PII]. And first off, what is a good callback number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] Thank you and your policy number please? OK, it's 01542282.
[AGENT][NEUTRAL] OK, thank you. Give me just a moment please to get your policy information pulled up. Once I do, I will need to verify several things with you first for security. So just a moment please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] So first off, Ms. Was, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][POSITIVE] Thank you and also your home mailing address.
[CUSTOMER][NEUTRAL] [PII], that's [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number that we have on file is the same as the one that you gave me, so that is the best number that we should have, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, thank you and then last thing to verify is your email?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so first off, um, and I can change it, but if you'll verify this appears to be your work email, Ms. [PII], it's on file for you.
[CUSTOMER][NEUTRAL] OK, so that's OK, so that's [PII] and um [PII] what is it [PII].
[CUSTOMER][NEUTRAL] Mhm [PII].
[CUSTOMER][NEUTRAL] That's what they should. It's just so many things, oh.
[AGENT][NEUTRAL] OK. Say it all again. Say it all again for me, your work email.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] My who?
[AGENT][NEUTRAL] What is your work email? Say it all again for me.
[CUSTOMER][NEUTRAL] What you say? [PII].
[AGENT][NEUTRAL] OK, thank you. Now, do you want me to change it to your personal email, Miss [PII]?
[CUSTOMER][NEUTRAL] want
[CUSTOMER][NEUTRAL] Yes, please. Mhm.
[AGENT][NEUTRAL] All right. So if you'll give me that again, please.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] That's where I was going. Oh, OK, that's fine.
[AGENT][NEUTRAL] OK, so [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] OK, so I have gotten your email updated for you, Ms. [PII]. Now there was an update done to the online service center portal, so you will need to create a new profile. Now I will be happy to also email you the user guide. There's 21 for setting it up and then one gives you tips on using the new portal. So when you go to that first screen instead of clicking log in.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You're going to do create OSC account.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] Do you want to try and set that up while you and I are on the phone and I'll email you these user guides, but if you'd like to try and.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Set it up.
[CUSTOMER][POSITIVE] Yeah, let's just go ahead and do it, yeah.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Yeah, it was a couple of weeks ago, Ms. [PII], that there was an update done to it.
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] And I will email you um to your personal email address and the email that I'm about to send to you so you'll know what to look for is coming from [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. 12.
[AGENT][NEUTRAL] And I did put [PII], yes, ma'am, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That may take it a minute for it to deliver to you. I don't think it'll go to your junk or spam folder, but if you don't see it in your inbox, you know, and just
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Shortly, you might want to check one of those folders.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I will.
[AGENT][NEUTRAL] So now, when you, OK, so what screen are you on now?
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] I just lost out.
[CUSTOMER][NEUTRAL] Um, you talking about the APL?
[AGENT][POSITIVE] Yes ma'am, you would go to the secured, uh-huh secured.
[CUSTOMER][NEUTRAL] Yeah, it's, I'm on the one that say create your OSC, the one that says welcome to the online service center.
[AGENT][NEUTRAL] Yes, ma'am. Uh.
[AGENT][NEUTRAL] Right, so click create your account.
[CUSTOMER][POSITIVE] OK, I'm doing all right.
[AGENT][NEUTRAL] And then you're going to select insured.
[CUSTOMER][NEUTRAL] In short, OK.
[AGENT][NEUTRAL] And click next, insured, yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then on that next screen only uh huh, only fill in the boxes with the red asterisks so that will be your last name, your personal email, and your date of birth.
[CUSTOMER][NEUTRAL] Mhm and then go to next.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And once you enter that information, I believe you click next and then it's going to email you.
[AGENT][NEUTRAL] It'll email you a verification code.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That you're going to have to enter before.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And verify that before creating your new password or your password.
[AGENT][NEUTRAL] And it may take that email just a minute to come through. Um, some of my callers have said that it's, it takes, you know, it's taking a few minutes to receive their code.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Oh, OK, well it's saying is, uh, alright, so it said complete your account set up, so I push continue, yeah.
[AGENT][NEUTRAL] Well, uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But again, yes.
[CUSTOMER][NEUTRAL] Alright, email. Alright. There, OK, I see. Alright, got you. So that might take a minute. OK, I, I got it from here. Thank you.
[AGENT][NEUTRAL] OK, well, if you have it and you should also have that email for me with the user guides, but if you have any more, you know, issues or you need any more assistance with it, um, you can call us back and we'll be happy to help you and like I, once you get that first verification code, Ms. [PII], and put that in and verify it, then you'll create your.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Password and then before you can log in it's gonna email you another code so that's essentially like the two factor or multi-factor authentication.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] So it's just a new level of security, OK?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] Oh, OK, so, alright, thank you. OK, I got it.
[AGENT][POSITIVE] All right. Well, you're welcome. So, can I help you with anything else?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Um, no, thank you. That was it. Thank you.
[AGENT][POSITIVE] OK. Well, thank you for calling APL and I hope you have a wonderful weekend.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright you too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Papa.
[CUSTOMER][NEUTRAL] 780477