AccountId: 011433970860
ContactId: 1711905d-b7fd-4380-b24d-27f0781622e3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223529 ms
Total Talk Time (AGENT): 71478 ms
Total Talk Time (CUSTOMER): 134488 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/1711905d-b7fd-4380-b24d-27f0781622e3_20250613T18:18_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL.
[CUSTOMER][NEUTRAL] Hi, this is [PII] in the care team.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I've, hey, I've got Ms. [PII] on the phone. She's with the brokerage firm Gundy or Cundy, C U N D Y.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Our callback number is [PII] and she needs help getting into the online service center.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm. Bye-bye.
[AGENT][NEUTRAL] Bye.
[AGENT][POSITIVE] Thank you for holding, this is [PII].
[CUSTOMER][NEUTRAL] Yes, um, hi [PII], my name is [PII]. I'm with a broker, Candy, um, INC, and, um, basically I'm, I don't have access to be able to log in, um, to view I guess the different groups that are, um.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Under APL or you know have accepted APL?
[AGENT][NEUTRAL] OK, so have you, you did redo the new log in and and all of that you set up the new.
[CUSTOMER][NEGATIVE] Well, no, I had got I had emailed, um, an APO and I had got an email back and um let me see what it says because it it the email it it sounds like it's really something easy to do but when I tried to do it it that didn't work for me.
[CUSTOMER][NEUTRAL] Um, let me see, it says don't forget to set up your online service, uh, center account to securely file claims, upload claims, documentation with, uh, a few policy documents, download, um, ID cards, and then it has the, the, um, link for the secured, I mean, well, the secured, I guess maybe registration.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So you haven't reregistered?
[CUSTOMER][NEGATIVE] Um, I tried to, but it didn't work.
[CUSTOMER][NEUTRAL] And I thought maybe I was using the the wrong because it gives you certain options. I went into broker agent or agent broker and um let me click on it again and one second.
[AGENT][NEUTRAL] Uh-huh, uh-huh.
[AGENT][NEUTRAL] So you don't log it, you have to start all over again.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, OK, OK, so.
[AGENT][NEUTRAL] Yeah, so you have to reset it up as if you've never logged in before ever.
[CUSTOMER][NEUTRAL] I don't think I, I have though, um, do you see where I I've logged in before?
[AGENT][NEUTRAL] Well, so if it's the new one, if you have not gone to this website and set up a new account.
[AGENT][NEUTRAL] Then
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] Then you would not have logged in.
[CUSTOMER][NEGATIVE] But, but I, I, I don't believe I've ever had access.
[AGENT][NEUTRAL] OK, so then what has to happen is you have to have your broker reset up their login, sign like they have to re-register for everything, and then from that point they gra grant you access from within the OSC.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, so you went from one portal to a brand new portal and so OK.
[AGENT][NEUTRAL] Yes, it it's, yeah, so it says the same thing, but it's a completely different system that you have to start from scratch with.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] All right, OK, thank you so much.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] You have a great day.
[AGENT][POSITIVE] All right you too bye bye.