AccountId: 011433970860
ContactId: 105cf53c-1607-4226-891d-d81c32fd4be5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 900840 ms
Total Talk Time (AGENT): 206652 ms
Total Talk Time (CUSTOMER): 183971 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/105cf53c-1607-4226-891d-d81c32fd4be5_20250604T17:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] and I work with um [PII], CFR benefits and we will just, uh, we are just trying to log in on APL but we couldn't get uh in. So may I ask, um, is your website down right now?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] No, it is not um we launched a new, uh, like a new service on the APL website, um, so you will need to create a log in uh all over again.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, like create your OCS account.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And then we will choose the agent of Booker.
[AGENT][NEUTRAL] Yes, so, um, what is the agency that you work with, you said?
[CUSTOMER][NEUTRAL] Um, do you have our benefits with [PII].
[AGENT][NEUTRAL] You said C as in cat, RS benefits, correct?
[CUSTOMER][NEUTRAL] CFR, um, um, yeah.
[AGENT][NEUTRAL] CFR benefit.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the name of the broker is [PII].
[AGENT][NEUTRAL] His name is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] How do you spell [PII]?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Romeo Alpha
[CUSTOMER][NEUTRAL] November Delta Yankee. And the last name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Echo Hotel, and November.
[AGENT][NEUTRAL] So it looks like there's not an agency assigned to [PII], is that correct?
[CUSTOMER][NEUTRAL] Uh, I'm sorry?
[AGENT][NEUTRAL] It looks like there's not an agency assigned to [PII], is that correct?
[CUSTOMER][NEUTRAL] Um, because we were looking for his commission for APL.
[AGENT][NEUTRAL] Yes, yes, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] But we need to uh create a login, new login in order for us to uh check in the website.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, but I'm not seeing the CSR benefits in our system, so that might cause you some, some trouble. So let me see if I can find it somewhere else.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] But let me ask, um, also, [PII], um,
[CUSTOMER][NEUTRAL] Get him in the call, just give me a second.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] You're still there?
[AGENT][NEUTRAL] Yes, I'm still here.
[CUSTOMER][NEUTRAL] OK, well just give me a sec.
[CUSTOMER][NEUTRAL] The calls
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hear me?
[CUSTOMER][NEUTRAL] I can hear you now.
[CUSTOMER][NEUTRAL] Hello [PII], can you hear me?
[CUSTOMER][NEUTRAL] Actually,
[CUSTOMER][NEUTRAL] You should be able to click add and then dial her number again and then.
[CUSTOMER][NEUTRAL] Or just click add or join the join. I think it's in the.
[AGENT][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Can you hear me?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We're here.
[AGENT][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Um, so she was just calling me to say that she needed help setting up the OSC account for the brokerage and agency.
[CUSTOMER][NEUTRAL] Right, well, we have, we had a username and password and everything we've been able to get in and out, no problem, but for some reason it changed.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, this Saturday it changed and we rolled out a new portal um so because of that user names are now under the email addresses so everyone's having to redo their um.
[AGENT][NEUTRAL] Their logins.
[CUSTOMER][NEUTRAL] OK, so how do we do that?
[AGENT][NEUTRAL] Yeah, absolutely so if you go on to um the APL website which is AM.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then if you see the sign in on the right hand side.
[AGENT][NEUTRAL] And then when you click that, it says create your OSC account.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then let me put you on hold for a brief moment, OK?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Can't talk really loud. Oh yeah, there we go. Yeah.
[AGENT][NEUTRAL] OK, are you still there?
[AGENT][NEUTRAL] OK perfect alright so um back to the log in so um did you guys press create your OSC account?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and then
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Once you do that then you're gonna have to fill out for an agent or broker and the information is gonna be based off of what [PII] first used to apply to BAPL.
[CUSTOMER][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] So when you click agent and broker and then the last name.
[AGENT][NEUTRAL] The email on file and then birthday um and if you would like I can confirm the email if you guys get it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][POSITIVE] Yes sir, that's correct.
[CUSTOMER][POSITIVE] That's great.
[CUSTOMER][NEUTRAL] So she'll put that down as our username.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But it will need your SSN number and a zip code and also your birthday, [PII].
[CUSTOMER][NEUTRAL] OK. Birthday is [PII].
[CUSTOMER][NEUTRAL] And what else do you need?
[AGENT][NEUTRAL] The email and just the last name.
[CUSTOMER][NEUTRAL] The ZIP code and your SSN number.
[CUSTOMER][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then you need my FEIN or my you need my federal ID number or you need my Social Security number?
[CUSTOMER][NEUTRAL] Social Security and.
[CUSTOMER][NEUTRAL] Alright, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then when you press next it should prompt you to a verification code which [PII], it will be sent to that email that you provided earlier um and then you will just enter in that verification code and then it will have you log in again and then it with the password that you set up and then um with your email as your log in now.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, so [PII] or [PII], you have my email out, so see if that come in.
[CUSTOMER][POSITIVE] So I agree the terms of use.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] And agree to policy.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] So we need to log in again?
[AGENT][NEUTRAL] Yes, so then you would log in. Did you receive the, the code?
[CUSTOMER][NEUTRAL] Uh, let me check again.
[AGENT][NEUTRAL] Verification code.
[AGENT][NEUTRAL] It does take like a minute.
[CUSTOMER][NEUTRAL] Yeah, uh,
[CUSTOMER][NEUTRAL] Yeah, I'm in
[AGENT][NEUTRAL] OK perfect and then are you able to see the commissions when you scroll down in the groups?
[CUSTOMER][NEUTRAL] Um, just give me a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's somewhere down the um
[CUSTOMER][NEUTRAL] The dashboard?
[AGENT][NEUTRAL] Um, let me pull it up.
[CUSTOMER][NEUTRAL] Or we're gonna find it?
[AGENT][NEUTRAL] Um, so.
[CUSTOMER][NEUTRAL] Oh, or here in the production?
[AGENT][NEUTRAL] Yes, it should look like a graph and it should have um all of your previous month commission on it.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, I want.
[CUSTOMER][NEUTRAL] Yeah, I can see it now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah. Thank you so much, [PII].
[AGENT][POSITIVE] Of course you have a great rest of your day.
[CUSTOMER][POSITIVE] Yes, thank you.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][POSITIVE] Alright thanks guys.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] I