AccountId: 011433970860
ContactId: fec97cfa-36a6-433f-9840-ae0334101c4e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 747549 ms
Total Talk Time (AGENT): 261071 ms
Total Talk Time (CUSTOMER): 298406 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/fec97cfa-36a6-433f-9840-ae0334101c4e_20250610T20:54_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh yes, I'm right here with my mom. I'm trying to help her um create her online account, um, but it's not letting me. It's saying to contact you guys, uh, because, uh, no user was found with the information.
[AGENT][NEUTRAL] OK, I can assist you. Um, may I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, my name is [PII], and the callback number is [PII].
[AGENT][NEUTRAL] Thank you. Um, may I have the policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, it's 02571768.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. And um I need to verify your mom and get her permission. Is she available?
[CUSTOMER][NEUTRAL] Yeah, you can talk to her. Hello?
[AGENT][NEUTRAL] Hello, Ms. May I have your date of birth, mailing address and email address for verification?
[CUSTOMER][NEUTRAL] Um, I can give you my, um, my birth, um.
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Uh-huh, it's, um, I was start [PII]. It's uh [PII] right [PII].
[CUSTOMER][NEUTRAL] The zip code is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, electronica.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] See in me polioa corre electronico.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] She doesn't use it, but I believe what um my brother has on file for her is [PII].
[AGENT][NEUTRAL] OK. [PII] [PII].
[CUSTOMER][NEUTRAL] Like cloud.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] See.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Ms. [PII], um, what you're gonna need to do is go to our website and click on OSC create your account.
[AGENT][NEUTRAL] And from there.
[CUSTOMER][NEUTRAL] Uh, yeah, that's what I said.
[AGENT][NEUTRAL] OK, you're gonna click on insured.
[CUSTOMER][NEUTRAL] Mhm, yeah, I got there and then I put her last name. I did her social.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Mhm, yeah, that's right.
[CUSTOMER][NEUTRAL] Instead of
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And then I did zip code, her email address, and then her birthday, but that's what it's giving me that um no number is found.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The email address you just is it the one you just provided to me?
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] OK. So, uh let's go over this one more time. Go ahead and erase everything and close it and open it again and let's start all over again, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, so the
[CUSTOMER][POSITIVE] It's secured.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Um, I log in.
[CUSTOMER][NEUTRAL] OK, so we're gonna go to create your OSC account, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then in third.
[AGENT][NEUTRAL] Mhm. OK. And the last name, we have both of the last names. So it's gonna be [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Uh-huh. Oh, just with that.
[AGENT][NEUTRAL] Yeah, you have to put both of them.
[CUSTOMER][NEUTRAL] Oh, I see what you're saying.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do I need to spell the whole thing out or no, because on the card you guys don't have her, her whole last name on there.
[AGENT][NEUTRAL] Um, what I have is [PII] So that's what you need to put in. So it's gonna be [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I think that's where we were messing up because that's not how her.
[CUSTOMER][NEUTRAL] Uh her last name is spelled.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Alright, let me tell her so and all the rest of that.
[CUSTOMER][NEUTRAL] She's asking me if that's not gonna be a problem when she goes to the doctor because her whole life is not on there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No.
[AGENT][NEGATIVE] No, because the system is not large enough for us to put the whole second last name.
[CUSTOMER][NEUTRAL] OK, OK, yeah, makes, makes sense. um OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And then the the the email I gave you, that, that's the right one that I should put on there?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, like that, OK, so it's the same but instead of [PII].
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK, give me one second.
[AGENT][NEUTRAL] And you need to have access to that email because we need uh a code that you're gonna get through that email, OK?
[CUSTOMER][NEUTRAL] But I
[CUSTOMER][POSITIVE] Oh my goodness.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You can't change it to I um Yahoo?
[CUSTOMER][NEUTRAL] Cause the [PII] one is set up on her phone, but not the iCloud.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] OK, I need her permission again to do that.
[CUSTOMER][NEUTRAL] See.
[AGENT][NEGATIVE] Estaquea cambia correo electronico and suppolisa eraadalupe.
[CUSTOMER][NEUTRAL] Hey.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment
[CUSTOMER][NEUTRAL] Wait, give me 1 2nd before you do it. Give me 1 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me send, let me send a message from my phone to her. I, the one that we have that you're talking about the I can see if she received it on her phone, cause I didn't um create all that, not sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] MGC
[CUSTOMER][NEUTRAL] What is the MGC 6408, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Uh, iCloud, give me one second. I'm gonna see if she received it. It's so that we're good.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK I just sent I'm gonna check if she's getting it.
[CUSTOMER][POSITIVE] OK, so she did receive it. I guess we're good on that.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Do you want me to wait until you create the whole account or you think you got it from here?
[CUSTOMER][NEUTRAL] Give me one second.
[CUSTOMER][NEUTRAL] Yeah, I'll wait, just in case, so.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] It's 3rd.
[CUSTOMER][NEUTRAL] You don't.
[CUSTOMER][NEGATIVE] But it's still giving me an error. Um, verifying now that I.
[AGENT][NEUTRAL] What is it saying now?
[CUSTOMER][NEGATIVE] Um, it was giving me the same errors that it was giving me earlier.
[AGENT][NEUTRAL] What is that?
[CUSTOMER][NEUTRAL] 6:30.
[CUSTOMER][NEUTRAL] Give me
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, it says.
[CUSTOMER][NEGATIVE] No information was found, well, no user was found with the information that was entered.
[AGENT][NEUTRAL] Mm, OK. Uh, so when you put all that information and it took you to the place where you put the email and it asks you for the um code, did you put the code in and click on verify?
[CUSTOMER][NEGATIVE] It hasn't gave me, like, I haven't got to a thing where it says to send a code.
[CUSTOMER][NEUTRAL] Um, so, all I get, all I do is put insurance and then it tells me to put her, um, all her information, and then when I try to go to next.
[CUSTOMER][NEGATIVE] That's where it's always telling me that nothing is found with her information.
[AGENT][NEUTRAL] OK, so since you took some time to go back and look at the email and come back, more than likely it just kicked you out, it timed out. So you have to go back in again and let's go over all the information one more time.
[CUSTOMER][NEUTRAL] OK, let me try to do it fast.
[AGENT][NEUTRAL] OK. When you go in and put the information, just let me know so we can go like step by step and word by word, so we know that we're putting the same information and we have the same information here.
[CUSTOMER][NEUTRAL] Now that you tell me
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm putting the last day in [PII].
[CUSTOMER][NEUTRAL] No, I'm putting in her social.
[CUSTOMER][NEUTRAL] Do you think it would have probably work better if I did a member ID?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, it has to be the social. Now the [PII], you're putting it [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm just making sure. OK.
[CUSTOMER][NEUTRAL] Yeah, that's how I put it.
[CUSTOMER][NEUTRAL] Then zip code [PII].
[AGENT][NEUTRAL] And that is [PII].
[CUSTOMER][NEUTRAL] Yes, [PII] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] And then email [PII].
[AGENT][NEUTRAL] [PII] mhm.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] No, birthday [PII].
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The date of birth?
[CUSTOMER][NEUTRAL] Um, now, I'm putting in [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm, let's see.
[AGENT][NEUTRAL] The social you're putting in is it [PII]?
[CUSTOMER][POSITIVE] Yeah, it works now. I think you were right just the time because going to the next, next step now it's um.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah. Mhm. Yeah, when you take a time to go out and come in again, it kind of like, yeah, it was time out for some reason, yeah.
[CUSTOMER][NEUTRAL] The verification
[CUSTOMER][POSITIVE] Alrighty, well I guess we're good now, thank you so much for helping us.
[AGENT][NEUTRAL] You're welcome. And you, once you put that um email address and get the code, um go ahead and put it right away and then confirm the code before you do the password and then you will do the password and everything else and then continue. So do you want me to stay until you finish the whole process or you, you think you got it from here?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, yeah, I'll just wait with you cause.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will have to call you then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I already verified the email now I'm just gonna do her password.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Did you get the code already?
[CUSTOMER][NEUTRAL] Yeah, I put it in already.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, she's already in. I'm already on her dashboard.
[AGENT][POSITIVE] Perfect, yes. OK. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No, that was it. Thank you so much for your help.
[AGENT][POSITIVE] OK. You're welcome and thank you for calling ATL. Have a good afternoon, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you you too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.