AccountId: 011433970860
ContactId: 036ab12f-ce61-41bd-94f5-0e191f995e84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 372380 ms
Total Talk Time (AGENT): 131543 ms
Total Talk Time (CUSTOMER): 106103 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/036ab12f-ce61-41bd-94f5-0e191f995e84_20250217T15:24_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey ma'am, good morning. Uh, my name is [PII]. I am, uh, an agent with y'all and I'm trying to log into the.
[CUSTOMER][NEUTRAL] I guess the uh OCOSC system to set up my login credentials.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, sure, I can assist you with that.
[CUSTOMER][NEUTRAL] And uh when I, when I put in my information.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I got a new user. What best describes my role? I'm an agent. I go to Next. I put my name and stuff.
[CUSTOMER][NEUTRAL] Oh, it tells me don't see it.
[AGENT][NEUTRAL] OK, I, I can help you with that, Mr. [PII]. Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I think I'm might have figured out what the problem was real quick. Hold on one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Based on information an account already exists, so I need to go to existing account.
[CUSTOMER][NEUTRAL] Let's see, log in
[CUSTOMER][NEUTRAL] I don't know my username password.
[AGENT][NEUTRAL] OK, um, let me have a group number. Let me see if I can find that information for you.
[CUSTOMER][NEUTRAL] A group number?
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't have a group number in front of me.
[AGENT][NEUTRAL] You don't, OK.
[CUSTOMER][NEUTRAL] Hey [PII].
[AGENT][NEUTRAL] Bear with me.
[CUSTOMER][NEUTRAL] You got the group number for that group?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I'll get you a good number ma'am. Hold on one second.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So I hadn't logged in since I did all the paperwork.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me check exactly. It's my first agent trying to get him in. OK, so let me see exactly what we need. Let me go through this brochure really quick, um.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, I, I think I might have, uh.
[CUSTOMER][NEUTRAL] Reset your pair of shoes with them.
[CUSTOMER][NEUTRAL] Yeah, when I go in there that's an old um.
[CUSTOMER][NEUTRAL] You know what it is, ma'am. I bet you I had a contract with y'all years ago. This is old information here.
[AGENT][NEUTRAL] Oh, OK. So it's all the all the information.
[AGENT][NEUTRAL] OK, so, um, let me go ahead.
[AGENT][POSITIVE] Looks like this one is handled.
[AGENT][NEUTRAL] By broker resources and that's why I cannot get it. OK, let me get broker resources on the line to help you with the OSC um, they're the ones that handle agents, OK? Um, so let me go ahead and get them on the line. Bear with me just a minute, OK, Mr. [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[CUSTOMER][POSITIVE] Hey, I'm good how are you?
[AGENT][NEUTRAL] I'm good, thank you. Um, I have an agent on the line and he's trying to get registered to OSC but he said that we have his old credentials or something like that, and he's not able to get in and um yeah, I don't know how to get him in, so I checked the, the, the card, yeah.
[CUSTOMER][NEUTRAL] Who, who's the
[AGENT][NEUTRAL] His name is [PII]. He didn't give me much information. He was looking for a group number or something to give me some information that he said that he was trying to locate it, um, but he didn't give me much information. I have a callback number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the number is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me put him through and he can explain to you what he's looking at, but yeah, I checked and I don't see a way that I can help him because I cannot go and change anything for him. OK, uh, here he comes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Mr. [PII]. I got Miss [PII] on the line. She's in the broker resources department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] Thank you for your help, ma'am.
[AGENT][POSITIVE] You're welcome. Have a good day, Mr.
[CUSTOMER][NEUTRAL] Hey this is [PII]. How are you?
[AGENT][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] Good morning how are you doing? I'm good. What's your last name again?
[CUSTOMER][NEUTRAL] [PII], [PII]
[CUSTOMER][NEGATIVE] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And you said that we have
[CUSTOMER][NEUTRAL] she said that we have like so I, I, well, what happened is I just wrote a policy a while back. I think I don't know if you need the group notes, but I have the group numbers, and I just got an email I guess the commission's paying this week or whatever and it's, it's going to set up your account so I went in as a new user.