AccountId: 011433970860
ContactId: 1e1e242d-e138-48bc-b303-8aaeb1b9ec9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172600 ms
Total Talk Time (AGENT): 66147 ms
Total Talk Time (CUSTOMER): 38399 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/1e1e242d-e138-48bc-b303-8aaeb1b9ec9d_20250604T13:10_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um I'm trying to log into the online service center I guess this is a new website, and I cannot figure out how to log in, reset password or anything.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and who am I speaking to?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Are you an agent?
[AGENT][NEUTRAL] Born insured.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Agent.
[AGENT][NEUTRAL] OK, just one moment.
[AGENT][NEUTRAL] OK, and are you trying to um log in as yourself as an agent or the agency account?
[AGENT][NEUTRAL] Are you looking for commissions?
[CUSTOMER][NEUTRAL] Myself.
[CUSTOMER][NEUTRAL] No, I'm trying to enroll a new member.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So what you'll do, let's kinda go through the process and as we go through it.
[AGENT][NEUTRAL] Um, I'm gonna spot check and make sure all the data that we have on you is correct.
[AGENT][NEUTRAL] OK, so you'll go to um the website where it says create your OSC account that's where you're gonna have to go.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Then it'll, you'll select agent or broker.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, and then this is where I got to and I put in my information and.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEGATIVE] Nothing works.
[AGENT][NEUTRAL] So this, are you putting in just the
[AGENT][NEUTRAL] Stuff that has to be so we need the last name and your email and your date of birth. Don't put in the other stuff.
[AGENT][NEUTRAL] We want
[CUSTOMER][NEUTRAL] OK, I'll put it in the zoo.
[CUSTOMER][NEGATIVE] It says no user was found.
[AGENT][NEUTRAL] OK, what email address are you using?
[CUSTOMER][NEUTRAL] Oh, that worked. I, I just changed it to [PII] instead of [PII] because I wasn't sure where it went. That worked. OK, I think the zip code is also an issue. So alright, thank you very much.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're quite welcome. Is there anything else I can do for you, [PII], while I have you on the phone?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] All right, thank you so much for calling you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] All right, bye-bye.