AccountId: 011433970860
ContactId: 2e543081-4eee-4080-bf2f-6eec16642ee0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 525710 ms
Total Talk Time (AGENT): 243016 ms
Total Talk Time (CUSTOMER): 133394 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/2e543081-4eee-4080-bf2f-6eec16642ee0_20250605T15:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in [PII]. How are you today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Good thank you so I'm on a I'm a broker adviser and I'm trying to log in to download my commission statement so it kind of looks like you guys changed something on your website, is that right?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, so I can't seem to log in obviously and then I try to register for the uh create an OCS account that didn't work either so can you help me or what do I need? what's going, what do I do?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, yeah, absolutely, absolutely, so we just launched it on Saturday, so, um, that is the reason for the issue with not being able to log in with your previous credentials, um, so you'll have to create a whole new, um, login account. So if you go to a public or however you go to log in, um, you should see where it says welcome to the online service center.
[AGENT][NEUTRAL] Um, and there's something that says log in and then just underneath of it it says create your OSC account. Do you see that?
[CUSTOMER][NEUTRAL] Right, yeah, yeah, I'm already there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK perfect and then are you clicking agency or are you clicking um agent or broker?
[CUSTOMER][NEGATIVE] I tried agent or broker and that didn't work, didn't pull me up. Should I try agency?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, so I would recommend if you were able to see your commission in the past through your um commission, um, I, I'm assuming you were an agency, but let me look up and confirm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I put in my tax ID email city and that didn't come up either so it didn't come up as an agent or as an agency.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said your name was [PII] and then what was your, was that your last name [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you for spelling that.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me put you on a brief hold OK?
[CUSTOMER][POSITIVE] Mhm thanks.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] And are you still there?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK perfect so it looks like um your uh agency that you are associated with is all benefits Group Inc. is that still correct?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK perfect so it looks like you're the contact on that um so if I were you I would register on the OSC as an agency um and then if you would like it needs to match exactly what we have in our system. So, um, for your tax ID if you wanna provide that I can confirm if that's correct or not as same with your email.
[CUSTOMER][NEUTRAL] So I have [PII] that's my tax ID and then the email should be [PII].
[AGENT][POSITIVE] Yes sir, that's correct.
[AGENT][NEUTRAL] Um, so we have it as [PII].
[CUSTOMER][NEUTRAL] OK, so I don't use that email anymore and I haven't used it for a very long time, so can you update that or should I log in with that and because then not.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] So you'll need a verification code, yeah, you would need a verification code from that email so it would be best if we updated that. Um, can you please send an email to us? We just need to have proof to update it, um, and then I can let you know when that's updated and then you would just type that email into the um the OSC and then that's how you would create that your new login.
[CUSTOMER][NEUTRAL] I would rather you update it.
[CUSTOMER][NEUTRAL] Um, you know what, let me just log into that email. So you got [PII], right? Is that what you said?
[AGENT][NEUTRAL] Yes, sir. Yes, sir.
[CUSTOMER][NEUTRAL] So let me log into that and then that's probably just faster to do it that way and then I can change it right where I don't get that email anymore?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Um, I'm not sure on that. Um, every time you log in you'd have to get a verification code from that email, so I just don't know if it's easy for you to access that email every single time, um, in the event we aren't able to, yeah, um, so we would either need to, I'm not sure if we'll be able to update it afterwards, um, but we can update it right now if you would like.
[CUSTOMER][NEGATIVE] No, it's a pain.
[CUSTOMER][POSITIVE] OK, let's do it now then.
[AGENT][NEUTRAL] OK, perfect. OK, can you um just send me an email um just so that way we have a paper trail to say hey can you please update this as well as we have the correct address, your email address? It's yeah it's gonna be [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah, do it now then.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah, sure, what email do you want me to send it to?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Wait, uh, I'm sorry, slow down. So we got [PII], so [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yes, L [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] So sorry, [PII] and then [PII] and then it's gonna be [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]ot it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then if and then if you if you send that email over um I'm gonna pass it along to our IT department and then they should have that updated here shortly.
[CUSTOMER][POSITIVE] Cool.
[AGENT][NEUTRAL] And I'll let you know when it's updated.
[CUSTOMER][NEUTRAL] Please, so I'm gonna put.
[CUSTOMER][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] Day from all benefits group.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Let
[CUSTOMER][NEUTRAL] OK, so I'm gonna send it to you now, uh, [PII]. Thanks.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] OK, I just sent it to you.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK perfect. I received your email. I'm gonna pass it along to IT and then I'll let you know whenever that's updated so you can um continue your login process with um the agency.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Alrighty, of course you have a great rest of your day.
[CUSTOMER][POSITIVE] OK you too bye bye thanks.
[AGENT][NEUTRAL] I