AccountId: 011433970860
ContactId: fa507279-bcee-48ab-aba5-b538768ffc9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243869 ms
Total Talk Time (AGENT): 105041 ms
Total Talk Time (CUSTOMER): 98952 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/fa507279-bcee-48ab-aba5-b538768ffc9d_20250612T15:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to get logged in and I, I cannot get logged in. I, I maybe I'm using the wrong email address. I only have 5 of them.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] OK. Well, I'll be more than happy to assist you on with the sign up. So, are you trying to
[AGENT][NEUTRAL] Log in or sign up on the new website.
[CUSTOMER][NEUTRAL] I'm trying to
[CUSTOMER][NEUTRAL] I'm trying to log in. I mean, I've been, uh, is there a new website because I've been able to log in in the past.
[AGENT][NEUTRAL] Right, well, we just launched a new online service center about 2 weeks ago. Have you tried to log in since then or or before then?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So no, so I need to create an OSC account.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, now that makes sense because I knew I used to be able to.
[CUSTOMER][NEUTRAL] Get in there but I couldn't now so I was like OK what is up with this?
[AGENT][NEUTRAL] What is happening, right. So the um the, this one will use uh the email versus the last uh system we had used the username and password. Um, let me pull up your group. May I have your name and a good contact number in case we are disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, it's um.
[CUSTOMER][NEUTRAL] My my name is [PII]. Well, [PII] is my legal first name [PII]. My phone number is [PII].
[AGENT][POSITIVE] Thank you. And uh so you are calling with the group, correct?
[CUSTOMER][NEUTRAL] Uh, what do you mean?
[AGENT][NEUTRAL] Or are you the insured?
[CUSTOMER][NEUTRAL] I'm the insured.
[AGENT][NEUTRAL] OK, and [PII], may I have your policy?
[CUSTOMER][NEUTRAL] Uh, but I'm part of
[CUSTOMER][NEUTRAL] I don't know my policy number. Can I give you my social?
[AGENT][NEUTRAL] Sure, that's fine.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you. Hold on one moment. And you were saying you, so you're part of a group, but you're calling for your individual policy?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And so just I'm following the account that you um
[AGENT][NEUTRAL] That you're trying to log into, that's your personal account, not the group, right? Because so I know how to help you.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I believe I just found you. Hold on one moment, it's coming up now.
[AGENT][NEUTRAL] And [PII], can you verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, my mailing address is [PII]. Now as far as the email, it's either gonna be [PII] it'll either be [PII] or it could be [PII] or it could be.
[AGENT][NEUTRAL] This one is [PII].
[CUSTOMER][NEUTRAL] Miss
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And um how far did you get on the um signing up? Is it, is it going OK for you or is it?
[AGENT][NEUTRAL] Give me air.
[CUSTOMER][NEUTRAL] Now that I know the proper.
[CUSTOMER][NEUTRAL] Email it let me it let me get there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, so I think I should probably be OK now.
[AGENT][NEUTRAL] Yeah, OK. Alrighty. Well, was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you you have a wonderful weekend as well.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.