AccountId: 011433970860
ContactId: 1698e965-fa4f-4873-92be-29d26184dedb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163600 ms
Total Talk Time (AGENT): 86905 ms
Total Talk Time (CUSTOMER): 79574 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/1698e965-fa4f-4873-92be-29d26184dedb_20250610T14:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII]. How are you doing?
[AGENT][POSITIVE] Good, how about yourself?
[CUSTOMER][NEUTRAL] Good, good. So I'm trying to get into the website and it's not letting me in. I'm a broker.
[AGENT][POSITIVE] Yeah absolutely so we recently um launched a new portal last week, um, so you, yes.
[CUSTOMER][NEUTRAL] If that would happen,
[AGENT][NEUTRAL] Yes, so you will need to set up um your broker account um with your email and then I believe it's just your um social security number and then um and then I think there's one other thing and then that's it, that's all you have to do. You don't have to do your zip code or anything like that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, is that why one of my clients can't make payments?
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] They have to do something else too.
[AGENT][NEUTRAL] They, they have to set up a new account as well, yes, sir.
[CUSTOMER][NEUTRAL] Uh, OK. What is the website?
[AGENT][NEUTRAL] Yeah, if you go to [PII].
[CUSTOMER][NEUTRAL] Hey, hold on. A uh probably.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then on the right hand side do you see where it says sign in?
[CUSTOMER][POSITIVE] Correct. OK, yeah.
[AGENT][NEUTRAL] And you select that.
[CUSTOMER][NEUTRAL] That's where I went.
[AGENT][NEUTRAL] Yeah, and then you see it?
[CUSTOMER][NEUTRAL] That's why I went to do that. Uh-huh.
[AGENT][NEUTRAL] And then on the bottom do you see where it says create your OSC account?
[CUSTOMER][NEUTRAL] Oh, that's what it is. OK. OK, so this is where the group needs to go and to make the payment. Now, how can I check because they told me that they couldn't even, the employees couldn't even go into the website, they have to do the same thing.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Is that what it is? Oh, OK, OK.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] So, um, when you
[CUSTOMER][NEUTRAL] OK. And you guys sent an email about that?
[AGENT][NEUTRAL] Yes, sir. It was sent out last week.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, that's what it is. OK, OK, OK, awesome. OK, I'll go in there and set it up and I should see it, right?
[AGENT][NEUTRAL] Yes sir and and whenever yeah if you um just select if you're an agency or agent and broker and you select that um and then you put in your email address um now for the group I will say it needs to be the primary um email that they used when they signed up as well.
[CUSTOMER][NEUTRAL] If not, I'll call you back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Was set up automatically?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, the one that set it up? OK, OK, awesome.
[AGENT][NEUTRAL] Yes, and then same with you as well, so the email that you originally put into our system is, is the email that you need to use for uh when you sign up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Awesome. Thank you so much. I really appreciate it. You have a great day.
[AGENT][POSITIVE] Absolutely, let us, you as well. Bye bye.
[CUSTOMER][NEUTRAL] All right, bye bye.