AccountId: 011433970860
ContactId: 180b001c-d70c-4c85-b98e-5285612a0eeb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 405170 ms
Total Talk Time (AGENT): 145981 ms
Total Talk Time (CUSTOMER): 224787 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/180b001c-d70c-4c85-b98e-5285612a0eeb_20250623T19:29_UTC.wav
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[AGENT][NEUTRAL] [PII], this is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[AGENT][NEUTRAL] Fine.
[CUSTOMER][POSITIVE] Glad to hear it. I've got a um broker on the line who is needing assistance with the OSC.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you sending it over, or?
[CUSTOMER][NEUTRAL] Uh yeah, so I've got her name is [PII] and she said she's with NPC Financial. Uh, do you need her to call back or anything?
[AGENT][NEGATIVE] Uh, no.
[CUSTOMER][POSITIVE] OK alright I'll go ahead and send her over thank you.
[AGENT][POSITIVE] Thanks.
[AGENT][NEUTRAL] [PII], this is [PII].
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling, we are a broker and
[CUSTOMER][NEGATIVE] I can't get into the website.
[AGENT][NEUTRAL] Um, are you trying to log in as a broker or as an agency or as a group?
[CUSTOMER][NEUTRAL] So I'm actually, so we are.
[CUSTOMER][NEUTRAL] I'm the agency.
[CUSTOMER][NEUTRAL] We, it's MPC Financial and then the broker is [PII] and those are the two names on our statements every month.
[CUSTOMER][NEUTRAL] And in the past I used um a username and a password to get into it and now it is saying that we need.
[CUSTOMER][NEUTRAL] The agent or broker needs to have an account.
[AGENT][NEUTRAL] Correct. And so we create, we launched a new system [PII], so you were supposed to go in and create an account. So my question was, are you trying to create a broker account or an agency account? So when you go in and you say create account, it's gonna ask you, are you an insured? Are you a broker? Are you an agency? Are you, so what, what are you clicking? Are you saying you're trying to do a broker? Are you?
[CUSTOMER][NEUTRAL] To get our statements.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I wrote agent or broker.
[AGENT][NEUTRAL] So when you go into broker, you're putting.
[CUSTOMER][NEUTRAL] Cause it
[CUSTOMER][NEUTRAL] Where is it here when I go to create an account, it said agent or broker.
[CUSTOMER][NEUTRAL] Group, insured or provider, so I did aging or broker.
[AGENT][NEUTRAL] OK, and what broke her knee?
[CUSTOMER][NEGATIVE] But agency is not an option.
[CUSTOMER][NEUTRAL] So I have the last name is [PII]
[AGENT][NEUTRAL] What's the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, we have a [PII] and we have a [PII]
[CUSTOMER][NEUTRAL] [PII] Interesting cause our statements don't come with it, but his middle name is [PII]
[AGENT][NEUTRAL] OK, and you're only putting in the information with the asterisk, correct?
[CUSTOMER][NEUTRAL] Correct, I did [PII]. I did the email which is his work email, and then his date of birth, and it didn't come up.
[AGENT][NEUTRAL] What email are you using?
[CUSTOMER][NEUTRAL] [PII], yeah, [PII].
[AGENT][NEUTRAL] Um, the email address we have on file for him is [PII] at.
[CUSTOMER][NEUTRAL] [PII], OK, OK, she is now once you said that now I realized she is the um our group department director.
[CUSTOMER][NEUTRAL] That makes sense and that's probably why. OK, I will continue creating the account then and is the date of birth [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, [PII], yes, [PII].
[CUSTOMER][NEUTRAL] Or you don't see that?
[AGENT][NEUTRAL] Then it's gonna ask, so once you do that, then it's gonna like let you create it, but then it'll ask you for an email. So then maybe if you wanna use the [PII] or you know or whatever one you were saying at first, but then to get you initially, OK.
[CUSTOMER][POSITIVE] Perfect. So I'll go ahead.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] No, if anything, I don't want to use that and the reason why it's.
[CUSTOMER][NEUTRAL] Yeah, the reason why it was [PII] is because if there's like a recovery like code or email that gets sent out to get his attention, it's always expired by then so we always do it either mine or [PII]'s because we're on top of it and we actually go into the accounts.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] That's why it was done that way.
[CUSTOMER][NEUTRAL] OK, amazing. I, I don't know why I didn't think to do that. 00 well, too.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEGATIVE] Um, the birthday is giving me problems now.
[AGENT][NEUTRAL] All right, did you have any other questions?
[CUSTOMER][POSITIVE] Um, no, that's all. Thank you so much. I appreciate it.
[AGENT][NEUTRAL] So when you do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I'm gonna do
[CUSTOMER][NEUTRAL] It's not letting me type it in, but I'll just.
[CUSTOMER][NEUTRAL] And we're doing February.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So, and I need to, so we've been asking for like issues. So when you say it wouldn't let you type it, is it not, is the fill not letting you like fill in right there? I'm just wondering if I need to submit, we've been taking stuff to IT.
[CUSTOMER][POSITIVE] It worked.
[CUSTOMER][NEUTRAL] Interesting, so I, no, that's fine. I was
[CUSTOMER][NEUTRAL] Yeah, I was able to type it originally, um, but now when I was clicking on the month it was highlighting MM and when I did 02 it came up as 12.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] So I wonder if I like went out completely and went back in, it would have, it did, wouldn't have had a problem because originally it was fine.
[CUSTOMER][NEGATIVE] So I wouldn't even work that as an issue, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All righty. Well, um,
[CUSTOMER][NEUTRAL] So now it's saying verification is necessary and I could put in an email address. It does not need to be [PII]'s, it could be any email address.
[AGENT][NEUTRAL] It, yeah, so like if you want to switch to you, but that original verification is gonna go to that first email.
[CUSTOMER][NEUTRAL] To her. OK, so I'll let her know then. Um, OK.
[AGENT][POSITIVE] All righty.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And then for this, I should, it's asking for display name and given name and surname. I should do all [PII].
[AGENT][NEUTRAL] Yeah, and yeah, I don't, we're talking to them about that like why, why does a person need to type their name three times, but
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because like a lot of these for the most part the carriers I could have a login and [PII] could have a login and [PII] could have a separate login. It's unusual that we have.
[AGENT][NEUTRAL] So now you can add you guys self as users. So like there's a thing that says like manage users, yeah, and then now you can add your, you know, and then it'll be a username, but something about that first initial one, you have to use an email and it has to be tied to the account.
[CUSTOMER][NEUTRAL] Once we're in there and, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Right, that makes sense because we're kind of tying the old account to the new like website. OK, awesome. Well, I really appreciate your time.
[AGENT][POSITIVE] Alright, thanks a lot.
[CUSTOMER][POSITIVE] Sure, have a good day bye bye.
[AGENT][NEUTRAL] You too.