AccountId: 011433970860
ContactId: 31daf1ce-64c9-4db1-9595-7f3b6d25da73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 375880 ms
Total Talk Time (AGENT): 146397 ms
Total Talk Time (CUSTOMER): 124769 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/31daf1ce-64c9-4db1-9595-7f3b6d25da73_20250602T13:58_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, so I'm, I'm trying to get into my broker portal and for some reason it's not letting me know.
[AGENT][NEUTRAL] OK, so who am I speaking to?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me try and pull up your information. We rolled out our new online service center over the weekend.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, because before I just wanted to log in and that was um an email address.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And how do you spell your last name, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It could be under voluntary benefits association.
[AGENT][NEUTRAL] No, it's under, well, your agent account is under, is under you, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So, here's what I'm gonna ask of you and odds are you're gonna get a 404 error message, but let's just try it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So go in you're gonna have to create a new username and password.
[CUSTOMER][NEUTRAL] OK, so let me go, I guess click here to set up account today.
[AGENT][NEUTRAL] Yes, create your OSC account, yeah.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Alright, so create your own OSC account. OK, what do I pick agent or broker?
[AGENT][NEUTRAL] And you
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then next,
[CUSTOMER][NEUTRAL] Yeah I did try to do this but I'm not sure what happened uh my last name.
[AGENT][NEUTRAL] Yeah, like I
[AGENT][NEUTRAL] Last name.
[CUSTOMER][NEUTRAL] Now is it my social or my tax ID number?
[AGENT][NEUTRAL] It is your social.
[AGENT][NEUTRAL] And then I'm going, as we're going through this, I'm gonna verify that each thing we're putting in is correct. So if you can tell me your social.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] I've got it in front of me.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, perfect. And the zip code you're entering?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And then email on record.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. And date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. OK. Once you get all that entered in, go ahead and hit next.
[AGENT][NEUTRAL] And it should say that it wants to give you, you have to ask for a pen.
[CUSTOMER][NEUTRAL] No, it says complete your account set up hit continue.
[AGENT][NEUTRAL] It didn't ask for a security code?
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] All right, let's hit continue and see what happens then.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Welcome to the APL resource center.
[CUSTOMER][NEUTRAL] Log in
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so,
[CUSTOMER][NEUTRAL] Not but
[CUSTOMER][NEUTRAL] No password. I don't, I have my old password, but.
[AGENT][NEGATIVE] Yeah, it's not gonna work.
[AGENT][NEUTRAL] Um, so go into forgot password, let's just try it this way and see what happens. Put in your email address.
[CUSTOMER][NEUTRAL] OK, done.
[AGENT][NEUTRAL] And then, and then put send verification code.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, let me see.
[CUSTOMER][NEUTRAL] Give that a second to come through. Got it, OK, and hit verify code?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It says email address verified you can now continue and it says here's my email address then it says change email or continue.
[AGENT][NEUTRAL] It didn't ask for a pin.
[CUSTOMER][NEUTRAL] No, it just ask for a security code that was emailed to me.
[AGENT][NEUTRAL] OK, and did you put that code in anywhere?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, all right then continue.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][POSITIVE] You're getting further than anybody else is, so I'm kind of excited.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] It it said an account could not be found for the provided user ID.
[AGENT][NEUTRAL] Alright, can you screenshot that for me, [PII] and send it to me?
[CUSTOMER][NEUTRAL] OK, and what's your email?
[AGENT][NEUTRAL] My email is [PII]
[AGENT][NEUTRAL] Actually,
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], it's [PII]
[CUSTOMER][NEUTRAL] I think
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Alright, so it's [PII]?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Online account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I just sent it to you.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, and if I hear that they have got the bug fixed, I'll shoot you an email or give you a call, OK? Is this a good number for you? The [PII]?
[CUSTOMER][NEUTRAL] Uh, or my cell phone, that's my office line.
[AGENT][NEUTRAL] OK, what's your cell phone, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I will keep you on my list, OK?
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] All right, [PII], thanks so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you bye.
[AGENT][NEUTRAL] Uh huh bye bye.