AccountId: 011433970860
ContactId: fcd017a7-f3cf-4d3c-bfae-c15d3e57cd1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295390 ms
Total Talk Time (AGENT): 163149 ms
Total Talk Time (CUSTOMER): 81601 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/fcd017a7-f3cf-4d3c-bfae-c15d3e57cd1c_20250618T14:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Hey how are you today?
[AGENT][POSITIVE] I'm good, thank you.
[CUSTOMER][NEGATIVE] Good, I was trying to log into my account yesterday and I couldn't.
[AGENT][NEUTRAL] How may I assist you?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm trying to make sure I still have coverage.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And get with my
[CUSTOMER][NEUTRAL] Policy number is.
[AGENT][POSITIVE] OK, sure, I can assist you with that. May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, my number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And my name is [PII].
[CUSTOMER][NEUTRAL] So it shouldn't be too hard to find.
[AGENT][NEUTRAL] let's see.
[AGENT][NEUTRAL] All right
[AGENT][NEUTRAL] OK. Let me have your first name again. I got your last name.
[CUSTOMER][NEUTRAL] Uh, [PII], or it might be under [PII], but probably [PII], yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Great.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, for security, may I have your date of birth, mailing address and email address on file?
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[CUSTOMER][NEUTRAL] Mailing address is [PII] and my email should be [PII].
[AGENT][NEUTRAL] Yes, thank you. That's what we have. And um you said the zip code is [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, so let's see.
[AGENT][NEUTRAL] OK, so the policy it is active, um,
[AGENT][NEUTRAL] Are you in front of the computer right now where I can get, try to get you in or you you try later on or do you just need instructions?
[CUSTOMER][POSITIVE] Yeah, I'll call later on.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Because I tried to do reset my password and it said of the NBA wasn't in there.
[CUSTOMER][NEUTRAL] I was like wait a minute y'all emailed me to this email.
[AGENT][NEUTRAL] OK, um, have you tried to create the account, um, recently?
[CUSTOMER][NEUTRAL] No, uh uh.
[AGENT][NEUTRAL] No, OK, so starting on the [PII] of this month, our platform change with the with the online service centers, so all the accounts need to be re-registered, so you need to create the account again. So that's more than likely why you're not able to get in.
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Well they still don't eat.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] They should have told us.
[AGENT][NEUTRAL] We did send an email blast, I'm not sure if you got any of those emails that we sent, but we did notify everybody about the change and what they needed to do. But if you did not receive it, I do apologize, um, but yeah, that's basically what needs to happen is you need to create the account again. But right now I can go ahead and provide you with the policy numbers and let me know when you're ready for that number.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] OK. Policy number is 614.
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] 052. Again, that's 614052.
[CUSTOMER][NEUTRAL] OK, cool, good, good this appointment this afternoon. Alright, so I just need to reset up my account.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, create your OSC account. That's why you're gonna, gonna click on is create your OSC account. Um, do you need me to order you a card or you're just gonna go ahead and get that temporary card?
[CUSTOMER][NEUTRAL] So y'all issuing cards again?
[CUSTOMER][NEUTRAL] Are y'all issuing cards again?
[AGENT][POSITIVE] Yes, we are doing card. Yes, we are.
[CUSTOMER][POSITIVE] OK, yeah, I'd love to have a card.
[AGENT][NEUTRAL] OK, the new one. OK. All right, let me go ahead and get that for you.
[CUSTOMER][NEUTRAL] But for a while there, y'all weren't.
[AGENT][NEUTRAL] OK. Yes.
[CUSTOMER][NEUTRAL] Or at least that's what I was told.
[AGENT][POSITIVE] Yes, yes, we, we have changed many, many things.
[AGENT][NEUTRAL] So, all right. I mean, it's not like a hard plastic card. It's gonna be a soft, but it's gonna be laminated.
[CUSTOMER][NEUTRAL] Yeah, just that, yeah, that paper.
[AGENT][NEUTRAL] Uh-huh. Yes. OK, so I went ahead and requested that for you. It should be there in about 5 to 7 business days, OK?
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] OK, is there anything else that might help you with today?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] That was it. I just wanted to make sure I was still good.
[AGENT][POSITIVE] Yes, you are. OK, well, thank you for calling ATL. You have a good day, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you. Mm bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.