AccountId: 011433970860
ContactId: feb4e9a9-0053-45c5-905b-bba9ce790ef9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 734380 ms
Total Talk Time (AGENT): 176528 ms
Total Talk Time (CUSTOMER): 225241 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/feb4e9a9-0053-45c5-905b-bba9ce790ef9_20250610T17:08_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], how are you doing this morning?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm right, hey, I'm trying to log in to an account.
[CUSTOMER][NEGATIVE] Buy online and it's giving me trouble.
[AGENT][NEUTRAL] OK. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yeah, it's uh
[CUSTOMER][NEUTRAL] It's 218.
[CUSTOMER][NEUTRAL] 886 2
[AGENT][NEUTRAL] And what was your first and last name and your date of birth?
[CUSTOMER][NEUTRAL] [PII], uh date of birth is uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. And can you verify your address?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then what is your email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and then you have a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, Mr. [PII]. Um, OK, so are you on the [PII]?
[CUSTOMER][POSITIVE] Secure.
[CUSTOMER][NEUTRAL] A hold on.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Secured, so [PII].
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I don't.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, you'll have to put 6
[CUSTOMER][NEUTRAL] No, I'm not.
[AGENT][POSITIVE] It's secured with a D at the end.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] And then you'll have to put the a period and then AM public [PII] calm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][POSITIVE] So [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I check.
[CUSTOMER][NEUTRAL] in [PII].
[AGENT][NEUTRAL] OK, and then did it take you to APL you see APL on the top left?
[CUSTOMER][NEUTRAL] I mean, yeah, I see, well, um.
[CUSTOMER][NEUTRAL] Hold on, I, I've got an APL that got broker claim sign in.
[CUSTOMER][NEUTRAL] Claim status.
[CUSTOMER][NEUTRAL] And then, OK, uh, so I need to create a new account because I used to have an account, but when I send it in there it won't send me a password.
[AGENT][NEUTRAL] Yeah, you'll have to create your create your OSC account and then you'll hit insured, yeah.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, do you wanna try it while we're on the phone, or, um, is there anything else I can help you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, let's let's, let's.
[CUSTOMER][NEUTRAL] Let's try while I'm on the phone cause like I said, it was giving me some trouble. That's why I'm calling.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Give me a quick second. I, I'm, I'm here.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Go.
[CUSTOMER][NEUTRAL] Continue.
[AGENT][NEUTRAL] OK, yeah, you'll do create your OSC account.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] And then click
[CUSTOMER][NEUTRAL] And then it got email.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] And same verification code. OK, now, when, when I do all of that, this is where the problem coming in at. Let me double check.
[CUSTOMER][NEGATIVE] There's nothing coming to my email to send me a code.
[AGENT][NEUTRAL] Uh, it does take a minute.
[CUSTOMER][NEGATIVE] And that's the problem
[AGENT][NEUTRAL] So we've got [PII]. Is that right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then it says claim not verify email address.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] So you're at the APL site, you want to create a new account?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Exactly, and then it asks you to send a verification code and then it says at the top right under the APL claim not verified email address.
[AGENT][NEUTRAL] OK, and you're at [PII]?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK. Did you click insured?
[AGENT][NEUTRAL] When you did create the account?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] And you haven't received a verification code. It won't let, it won't send you one?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] For.
[CUSTOMER][NEGATIVE] It won't send me one, exactly, and that's why I was calling.
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] Did you enter your social security number with no dashes?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then date of birth we have um just to verify to make sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I, I got complete your account set up and then continue.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I just did send verification code.
[AGENT][NEUTRAL] So, can you check your email?
[CUSTOMER][NEUTRAL] Yeah, I'm sitting there looking at my email on my phone. That's why I'm.
[AGENT][NEUTRAL] You might have to refresh it from your phone.
[AGENT][NEUTRAL] To to get the verification code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I just refreshed it and it's still not sending the code.
[CUSTOMER][NEUTRAL] That's why I'm calling you.
[AGENT][NEUTRAL] OK, um, looks like.
[AGENT][NEUTRAL] And again, just double checking, [PII], correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And then do you know, uh, so you said you're doing it from your phone, correct?
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm doing one thing on the laptop and one thing on the phone.
[CUSTOMER][NEGATIVE] I, I, I, I done it on my phone and it still didn't accept it so that's why I call you now I turned on my laptop and I'm doing it from the laptop and it's still not coming through.
[AGENT][NEUTRAL] OK. Um, let me.
[AGENT][NEUTRAL] Check one other thing before I send an update. Let's see.
[AGENT][NEUTRAL] OK. Uh, can I place you on a brief hold real quick?
[CUSTOMER][NEUTRAL] Please, that's fine.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, just wanna check one other thing. Can you check it, do you have like a junk mail folder or?
[CUSTOMER][NEGATIVE] Yeah, I have a junk mail fold and I fixed it too. It's still not there.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No nothing there. OK.
[CUSTOMER][NEUTRAL] That yeah.
[AGENT][NEUTRAL] Do you know what browser you're using on your laptop?
[AGENT][NEUTRAL] Are you like Google
[CUSTOMER][NEUTRAL] Uh, Microsoft, Microsoft Edge.
[AGENT][NEUTRAL] Edge, OK.
[AGENT][NEUTRAL] And then what was the error message they gave you?
[CUSTOMER][NEUTRAL] It's it.
[CUSTOMER][NEUTRAL] Claim not verified and then brackets his email address, but it's everything you set your password up and you're still waiting for a verification code.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me check one more thing and then uh we'll get this logged and then um
[AGENT][NEUTRAL] Someone will research it within 24 hours and be able to give you a call back. Um, I'm gonna log it troubleshooting department. Is there anything I can help with while we're on the phone though?
[CUSTOMER][NEUTRAL] OK, that's fine.
[CUSTOMER][NEGATIVE] No, no, no, I just was, you know, I used to to be able to access my the account and now I can't, so that's why I'm trying to.
[CUSTOMER][NEUTRAL] Um, you know,
[AGENT][NEUTRAL] Yeah, OK. OK, we will get this uh researched, um, Mr. [PII], and when we get a resolution, we'll give you a call back, OK?
[CUSTOMER][POSITIVE] Alright, thank you. OK, alright.
[AGENT][POSITIVE] OK, thank you, thank you for calling the APL. Bye-bye.