AccountId: 011433970860
ContactId: f9f03836-e7fc-4747-ae2a-8d41c4e33316
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206919 ms
Total Talk Time (AGENT): 72471 ms
Total Talk Time (CUSTOMER): 78824 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/f9f03836-e7fc-4747-ae2a-8d41c4e33316_20250609T16:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I have some issue uh logging into the APL account.
[AGENT][NEUTRAL] OK, is it, is it for your individual account?
[CUSTOMER][NEUTRAL] Uh, through my, uh, work.
[AGENT][NEUTRAL] OK, do you have your policy number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'm not sure where I find my policy.
[AGENT][NEUTRAL] Um, I can look it up by your last name or your social.
[CUSTOMER][NEUTRAL] Uh, yeah, you can, uh.
[AGENT][NEUTRAL] Uh, was that his last name or social?
[CUSTOMER][NEUTRAL] Uh, I think I got I found a policy number here.
[AGENT][NEUTRAL] OK, what's up?
[CUSTOMER][NEUTRAL] It's 0244.
[CUSTOMER][NEUTRAL] 982 5.
[AGENT][NEUTRAL] And can I get your first and last name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, Mr. [PII]. And you, can you verify your address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then your email address.
[CUSTOMER][NEUTRAL] It's my [PII].
[AGENT][NEUTRAL] OK, thank you. Are you on the site right now?
[CUSTOMER][NEGATIVE] I am, I was uh talking using my credential and they say I could not find and I use uh forgot forgot network link.
[CUSTOMER][NEUTRAL] You click on it, you send me a code, but when I enter the code, it's it say.
[CUSTOMER][NEUTRAL] And change the email or continue.
[CUSTOMER][NEGATIVE] When they say continue it there's nothing.
[CUSTOMER][NEUTRAL] He said he could not find me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You'll have to actually go to create your OSC account. You're gonna have to create the account over again.
[AGENT][NEUTRAL] We have a new website.
[CUSTOMER][NEUTRAL] Oh, really? What happened then?
[AGENT][NEUTRAL] We have a new website we've updated some of our website and functionality, um, so you'll have to start over from scratch, um, so you'll go to create your OSC account and then insured and then follow the in the prompts.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So go after I go there I click on insure.
[AGENT][NEUTRAL] Uh-huh. And the next.
[AGENT][NEUTRAL] And you should see
[CUSTOMER][NEUTRAL] OK, I see. OK.
[AGENT][NEUTRAL] Yeah, last name and then on your social, you'll enter your full social, no dashes, zip code you provided, the email you provided, and then the date of birth you provided.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then it should take you to next, and then you can create your new um
[AGENT][NEUTRAL] Password.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][POSITIVE] Uh, I'm good.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] Yeah, you too.
[AGENT][POSITIVE] Thanks, bye bye.