AccountId: 011433970860
ContactId: 1e4b9445-65b5-4ac3-b289-174f32e73cbd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1755310 ms
Total Talk Time (AGENT): 367912 ms
Total Talk Time (CUSTOMER): 384069 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/1e4b9445-65b5-4ac3-b289-174f32e73cbd_20250306T22:11_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII].
[CUSTOMER][NEUTRAL] Yeah [PII], um, I'm a broker with you guys and I moved over a, um, my group to me and I was trying to log in.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And it wasn't letting me. It was saying that it doesn't you have any reset options.
[AGENT][NEUTRAL] What uh what group are you in?
[CUSTOMER][NEUTRAL] No, I'm a, uh, I'm a broker.
[AGENT][NEUTRAL] What group are you a broker for?
[CUSTOMER][NEUTRAL] Oh, Ally Pharmaceutical.
[AGENT][NEUTRAL] Do you by chance know the group number?
[CUSTOMER][NEUTRAL] 212157421574
[AGENT][NEUTRAL] Sure
[AGENT][NEUTRAL] And your name was?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And so you're trying to get into the OSC website.
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] You're trying to get to the OSC website?
[CUSTOMER][NEUTRAL] Oh, I'm just trying to log into APL to see if they got new cards.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, um, I think we're talking about the same thing. We're just using different terminology. We call it the OSC system, um, and you're just referencing the APL website. I believe that's the same exact thing, um.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] What is it giving you like an error message or is it?
[CUSTOMER][NEUTRAL] Uh, like I said, it just says, um.
[CUSTOMER][NEGATIVE] Like the user is not.
[CUSTOMER][NEUTRAL] You know, like there's no user for that.
[CUSTOMER][NEUTRAL] Do you, do you see me? I mean, do I show up or?
[AGENT][NEUTRAL] Um, I don't see you as on the account information, but I see you on the group, uh.
[CUSTOMER][NEUTRAL] I did it, I mean, yeah, I mean, yeah, I mean, I, you showed [PII] still and we're friends. I mean, I trained him. It's just my group. I was just using him and um but I did my AOR to move the group over to me.
[AGENT][NEUTRAL] Oh, so when we did the AR, we never set you up on the system.
[CUSTOMER][NEUTRAL] I was set up prior I got an appointment with you, um.
[CUSTOMER][NEUTRAL] I was, I was, I've been appointed with you for, you know, I mean, 6 months or so or more, um.
[CUSTOMER][POSITIVE] And I, I did have a login for for the website and on your website, and I was able to use it even though I don't have any cases there.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] See, let me see what happened. Give me one sec.
[AGENT][NEUTRAL] All right, [PII], let me make sure I got the right email address for you. Is it [PII]?
[CUSTOMER][NEUTRAL] Uh yeah, sure, and that one.
[AGENT][NEUTRAL] OK. I'm gonna send you some info so that way you can, for some reason, I know you said you already have one, but I am not showing that there is one. So I'm gonna send you some info so you can set up a new account.
[CUSTOMER][NEUTRAL] I know I just sent one up, um.
[CUSTOMER][NEUTRAL] My agency and and myself individually.
[AGENT][NEUTRAL] So you have one set up for your agency because I just checked the.
[CUSTOMER][NEUTRAL] Sorry, I have a cold. Um, do I have to
[AGENT][NEUTRAL] For East Coast Financial Group?
[CUSTOMER][POSITIVE] Yeah, to set one up for that and myself.
[AGENT][NEUTRAL] If your commissions are paid to the agency and you're the principal agent.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Then, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think I just did it for my agency.
[AGENT][NEUTRAL] The agent
[CUSTOMER][NEUTRAL] Can you change my um
[CUSTOMER][NEUTRAL] Can you update my address?
[AGENT][NEUTRAL] Update your your business address.
[CUSTOMER][NEUTRAL] Yeah, because I, I, I was just trying to create a account for the business thing, and I had to use my old address city to do it.
[AGENT][NEUTRAL] The address on [PII]. And just I'm making sure you want to change the address that's on [PII]?
[CUSTOMER][NEUTRAL] Correct, yeah, I don't know I sold that house in December.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's do this, [PII]. Let's go ahead and set the account up, use your old address. So I'm gonna send you an email and then just reply back to that email and ask me to update the address to the new one.
[CUSTOMER][NEUTRAL] No, I, I did.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Trying to use my old address um it said it said.
[AGENT][NEUTRAL] Yeah, the [PII].
[CUSTOMER][NEUTRAL] So it sent me a verification code. I never got that. That's weird.
[AGENT][NEUTRAL] Forgot the verification code that I sent you.
[CUSTOMER][NEUTRAL] No, mm mm. I'm an agency to set it up.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Does it give you an option to resend it?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Mhm, he says to contact you guys if I didn't get it. No, it doesn't give me an option to resend it.
[CUSTOMER][NEUTRAL] I could probably just start over again and do it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Uh, what zip code are you putting me in?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] I had, I had to put in my old one. I thought I found you.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, I found me because it would have never, I would have never said I did and sent me a code.
[CUSTOMER][NEUTRAL] Because I was using my old one, I wasn't, you know, I wasn't saying that.
[AGENT][NEUTRAL] Yeah, but it still should send the code to your right email address.
[CUSTOMER][NEUTRAL] Yeah, um, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, your receiver [PII].
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Right now, are you trying to set yourself up or the agency up at this time?
[CUSTOMER][NEUTRAL] Yeah you just say
[AGENT][NEUTRAL] The agency.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then I mean can you verify the tax ID number you're using?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] City. What city are you putting in or your address?
[CUSTOMER][NEUTRAL] The, the old one like for.
[AGENT][NEUTRAL] And you're putting two words.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's alright.
[AGENT][NEUTRAL] OK, I have the verification code came to me. I can give it to you if you're ready.
[CUSTOMER][POSITIVE] Oh wow, yeah.
[CUSTOMER][NEUTRAL] I try to start in jobs. Hold on one second because I'm.
[AGENT][NEUTRAL] Um, you're gonna do
[CUSTOMER][NEUTRAL] How would it come to you on an email on file for me maybe or?
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] Um, just kind of monitoring on this side, just seeing the information that comes through, so it showed me you were trying to set it up.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mm, uh, hold on one second please.
[CUSTOMER][NEUTRAL] Create your account.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean
[CUSTOMER][NEUTRAL] I was like create able to create an account with um a username, uh, it's for myself.
[CUSTOMER][NEUTRAL] And my company.
[CUSTOMER][NEUTRAL] That's 0 004.
[CUSTOMER][NEUTRAL] You see that?
[AGENT][NEUTRAL] What was the question?
[CUSTOMER][POSITIVE] So I was able to create a username.
[CUSTOMER][NEUTRAL] I guess for my
[CUSTOMER][NEUTRAL] For myself, I, no, I think it's my company.
[AGENT][NEUTRAL] Username that's what.
[CUSTOMER][NEUTRAL] Yeah I think I was about
[AGENT][NEUTRAL] So now you do, you are gonna have to use two different usernames.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I'm more of that
[AGENT][NEUTRAL] I do show that you do, I, I do show the one you just did for C Borough of 4.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you have an active account for the broker.
[CUSTOMER][POSITIVE] Thank you for that.
[CUSTOMER][NEUTRAL] That's my broker, that's my broker account, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And then I still have that verification code for your uh.
[AGENT][NEUTRAL] For your agency.
[AGENT][NEUTRAL] So you can finish that that one up.
[CUSTOMER][NEUTRAL] Oh, OK. My, yeah, I thought this one, I thought this one was my Sea forest, not my agency.
[AGENT][NEUTRAL] No, that's your agent account.
[CUSTOMER][NEUTRAL] Oh, OK. And they, yeah they.
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Alright, let me log out then.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And what do you have as my username?
[AGENT][NEUTRAL] The username for your agency?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, I don't have it. You, that's something you would create.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] It just would be different from the one you just did.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Like words
[CUSTOMER][NEUTRAL] You know on record.
[CUSTOMER][NEUTRAL] the code.
[CUSTOMER][NEUTRAL] OK, what's that verification code?
[CUSTOMER][NEUTRAL] To be a new one.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Did did you need me to start over or you agree?
[CUSTOMER][NEUTRAL] Yeah, you can start over, I guess.
[AGENT][NEUTRAL] OK, these are gonna be capital letters [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The [PII] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Oh, sounds invalid.
[CUSTOMER][NEUTRAL] You just, you just got that, that's the new code, right? You just got.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Not from like 5, not from 5 minutes ago, right?
[AGENT][NEUTRAL] Um, no, this is the 5 minutes, it's at 4:16.
[AGENT][NEUTRAL] Let me try to research.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I told you I redid it.
[CUSTOMER][NEUTRAL] That's what I'm saying, set up.
[AGENT][NEUTRAL] I believe it should be the same one.
[CUSTOMER][NEUTRAL] I doubt it's just on the same verification code.
[AGENT][NEUTRAL] I'll send you an email with this one so that way you can just copy and paste.
[CUSTOMER][NEUTRAL] I mean, I'm quite certain I've never seen a website ever send the same verification code, so I mean I'm not saying it's not, but I've never seen it in my life.
[CUSTOMER][NEUTRAL] On any website
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, let's just try this.
[CUSTOMER][NEGATIVE] Yeah, I did try, I did try what you gave me. It didn't work. I mean, that's.
[CUSTOMER][NEUTRAL] And you did spell it out. I put it in exactly as you said it.
[CUSTOMER][NEUTRAL] My ears are OK, just my voice today.
[AGENT][NEUTRAL] Well, I sent it to you in an email just in case I said it wrong so that way we're both on the same page. Let's try that one because that's the only verification code I have.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Alright, let's see.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] What email did you send it to you? I haven't get it yet.
[AGENT][NEUTRAL] Uh, the [PII].
[CUSTOMER][NEUTRAL] 048 not oh I see it. I got it.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I I
[CUSTOMER][NEUTRAL] ES 0.
[CUSTOMER][POSITIVE] Yeah, that's what I got. Yeah.
[CUSTOMER][NEUTRAL] point in just like that.
[CUSTOMER][NEUTRAL] You know, but
[CUSTOMER][NEUTRAL] That would have been from when I first tried to set it up.
[CUSTOMER][NEUTRAL] But after we spoke,
[CUSTOMER][NEUTRAL] I um
[CUSTOMER][NEUTRAL] I did my individual
[CUSTOMER][NEUTRAL] And then I went back
[CUSTOMER][NEUTRAL] And try to do it again.
[CUSTOMER][NEUTRAL] So it's not gonna send the same verification code.
[CUSTOMER][NEUTRAL] I mean,
[CUSTOMER][NEUTRAL] Uh, you know, I mean, what kind of verification is that? I'll just keep using the same code.
[CUSTOMER][NEUTRAL] So, but I did try what you sent me and.
[CUSTOMER][NEGATIVE] It doesn't work.
[AGENT][NEUTRAL] I'll have to reach out to a coworker to see why that's still the same cause that's the only code I can see on my end.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, so
[CUSTOMER][NEGATIVE] Mm mm it's weird it won't send me it won't let me set one up.
[AGENT][NEUTRAL] And you're and we're on, and we're just, I'm just trying to make sure we're on the, because you have two different verification codes. There's one for your
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] The one you set up for yourself, and then there's one for the agency. The code I just gave you for the agency, there's a separate code for yourself. I just wanna make sure we're putting in the right code for the right place.
[CUSTOMER][NEUTRAL] Yeah, this is one from my agency.
[CUSTOMER][NEUTRAL] The one for myself.
[CUSTOMER][POSITIVE] You know, I was able to do that on my own.
[CUSTOMER][NEUTRAL] And I want to, you know, so.
[CUSTOMER][NEUTRAL] This this one it's saying emailing a.
[CUSTOMER][NEGATIVE] Verification code but I don't get it.
[CUSTOMER][NEGATIVE] Except for what he gave me, what he gave me is not working.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Any suggestions or?
[AGENT][NEUTRAL] See, just trying to um.
[AGENT][NEGATIVE] Not really sure what I need to do actually. Um.
[AGENT][NEUTRAL] Flushing on my end and still give me that same verification.
[CUSTOMER][NEUTRAL] Yeah, it's weird.
[AGENT][NEUTRAL] That's a crazy question one for us.
[AGENT][NEUTRAL] this.
[AGENT][NEUTRAL] First name, see the changes in here. Yeah, see the just uh check and see if you just received a code.
[CUSTOMER][NEUTRAL] You know,
[AGENT][NEUTRAL] Uh, what do you want your username to be? We're just gonna do it on this side.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, this is from my agency, um, we can make it.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You said [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Great, so [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, so I'm gonna set that up with a temporary password and then we can change it. We're gonna set it up with a temporary password and then you can go ahead and change it.
[CUSTOMER][NEUTRAL] Sure, OK.
[CUSTOMER][NEUTRAL] Sorry, right.
[CUSTOMER][NEUTRAL] It was open it was open.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] This guy is
[CUSTOMER][NEUTRAL] It's just
[CUSTOMER][POSITIVE] Thank you you too.
[CUSTOMER][NEUTRAL] You need a chair from out there, OK.
[CUSTOMER][NEUTRAL] You want her to come in?
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] I'm not sure.
[AGENT][NEUTRAL] It's the one on the
[CUSTOMER][NEUTRAL] It's the one
[CUSTOMER][NEUTRAL] Why you, you need to be doing anything right now or no?
[AGENT][NEUTRAL] Hey, [PII], did you get the email from [PII]?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Perfect. So that'll be your temporary password, and then you can actually go in and change that.
[CUSTOMER][NEUTRAL] All right, let's see if that works.
[CUSTOMER][POSITIVE] Yup. All right. That works.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Alright, so um.
[AGENT][NEUTRAL] Was that just the only thing you needed? Oh, can you respond back to that email and just tell us to update your address so that way I'll just have it in the system.
[CUSTOMER][NEUTRAL] Which one you [PII] or [PII]?
[AGENT][NEUTRAL] The one from [PII]. Um, you can just reply all.
[CUSTOMER][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We will get your address changed for you.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] All righty. Was there anything else, [PII]?
[CUSTOMER][POSITIVE] Thanks for your time.
[CUSTOMER][NEUTRAL] No, that, that'll be it.
[AGENT][POSITIVE] All right, sorry it took me a little while, but I'm glad we got you set up.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][POSITIVE] All right. You have a good afternoon.
[CUSTOMER][POSITIVE] Thank you too.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Mm.