AccountId: 011433970860
ContactId: 0d877563-6d8f-4518-babf-e79b96a85a2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331130 ms
Total Talk Time (AGENT): 118327 ms
Total Talk Time (CUSTOMER): 161950 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/0d877563-6d8f-4518-babf-e79b96a85a2b_20250602T20:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling JPL. This is [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Hi, this is [PII] and um I am trying to sign into the new OSC and I am entering my information. It's telling me there's no user found um how do I fix that?
[AGENT][NEUTRAL] Yeah absolutely so um you will have to um create a new user account so um uh the one that you previously had will not be working, um, so you have to create a new account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, but it's the email address for the broker's office, so I can't really create it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I, I mean, I, where it's saying I'm, I'm setting it up under the agent or broker account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And where it has my last name, my social, um, and my email on record, it's the, it's for my broker email. I can't change that.
[AGENT][NEUTRAL] So, um, are you saying that you've already made an account with your uh broker and then you're trying to create an agency account?
[CUSTOMER][NEUTRAL] No, I, I've been using the account that I've had for the past 2 years, and I, and I understand that it says you have to re-sign up, but that would mean I would have to create a new.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OSC account right?
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] But I can't change any of this information. I can't change my last name. I can't change my social, my date of birth or my work email address.
[AGENT][NEUTRAL] Yes, that that information is still all correct. It's just um your new login will be your email address instead of um some variation of like a login.
[CUSTOMER][NEGATIVE] OK, but that still doesn't work because if I, if I go back and say I'm gonna log in.
[AGENT][NEUTRAL] Yeah, it will work. Um, what is your, uh,
[CUSTOMER][NEUTRAL] And I
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] What was your last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So where it's asking me to sign in first I did the create your OSC account and that asks for my personal data.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That I can't change then I went back and did it under the sign in there it's asking for my email address now the password.
[CUSTOMER][NEUTRAL] Uh, is that where I need to change the password then?
[AGENT][NEUTRAL] I guess I'm, I'm a little confused because have you already created an account? If so,
[AGENT][NEUTRAL] Like the the previous account that you have is null and void. It is no longer um active so all of the new, all the information in the new OSC is completely new, so it doesn't matter if you had it last year, um, that is fine, it will still work you just have to create a new account um under your name.
[CUSTOMER][POSITIVE] I'm good with that. I, I have no problem with that and I understand that we're logging into a new database.
[CUSTOMER][NEUTRAL] I, I'm, I'm OK with that. The problem is it's telling me they can't find me.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And what is your first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then do you um are you currently under an agency?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] I believe, yes, I believe I'm underre benefits.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] But I tried to find me when it when I was creating my new.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, I went under under agent and broker first and then I went back and did it under agency, but that's asking for the tax ID number which the broker I work for has so I uh and, and he registered me when we started with APL.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Gotcha. Gotcha. So, um, that might be where the issue is. So, um, since you, you are not the broker, correct?
[CUSTOMER][NEUTRAL] I know, I work for the broker, correct.
[AGENT][NEUTRAL] OK, so the broker is person's information that we have um we don't have your information so the broker will have to create it based off of their information and then they will add you to the OSC account.
[CUSTOMER][NEUTRAL] I see. OK, so I need to call him then and have him get me in.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK. That's what I'll do. Thank you.
[AGENT][POSITIVE] Of course, thank you.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.