AccountId: 011433970860
ContactId: 37a1b178-baba-4324-811c-7b1cc9856fcb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 611000 ms
Total Talk Time (AGENT): 169703 ms
Total Talk Time (CUSTOMER): 291726 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/37a1b178-baba-4324-811c-7b1cc9856fcb_20250625T18:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APO. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Broker Resources. How are you doing?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] I'm doing good thank you um I have a [PII] on the line and she is the group um.
[CUSTOMER][NEUTRAL] But she's calling about the group um OSC account and she needs help setting that up and I was curious if you have the availability to help her.
[AGENT][NEUTRAL] I do. What's the group number?
[CUSTOMER][NEUTRAL] It's gonna be um 24464.
[AGENT][NEUTRAL] Alright, let me get that pulled up real quick. Has your information been verified?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It has not, no.
[AGENT][NEUTRAL] OK, you can send to me.
[CUSTOMER][POSITIVE] OK perfect I'm gonna introduce you and then I'll hop off the call OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Go there.
[CUSTOMER][POSITIVE] Yeah I'm still here. OK, perfect. I have [PII] from our billing department and she'll be able to assist you with your OSC account OK?
[CUSTOMER][POSITIVE] Thank you so much I appreciate it of course.
[CUSTOMER][NEUTRAL] And then how many times?
[AGENT][NEUTRAL] Like she said, my name is [PII], um, and I can assist you getting your account set up.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK great thank you [PII] I appreciate it.
[AGENT][NEUTRAL] You're welcome. Let's start with verifying the billing address for the group.
[CUSTOMER][NEUTRAL] It's [PII]. Also [PII]. I don't know if you have a [PII].
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Um, can you verify your email address, [PII]?
[CUSTOMER][NEUTRAL] Um, my email address now is [PII].
[AGENT][POSITIVE] Perfect thank you and the phone number that we should have on file?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect thank you um OK so um are you on the login screen, [PII]?
[CUSTOMER][NEUTRAL] Uh, yeah, when I went into the login screen, it came out, uh, welcome to online service center and then when I hit log in, it gives me sign in and it says email and password.
[AGENT][NEUTRAL] Alright, so what you'll need to do, [PII] is you'll need to create a new online service center account. It's a new, um, we launched a new, um, OSC so everybody has to, um, create a new account so you'll click on.
[CUSTOMER][NEUTRAL] So let me go to create your OSP account.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, let me go there.
[CUSTOMER][NEUTRAL] OK, then it says here agent or broker or group. I go to group.
[AGENT][NEUTRAL] Your group, yes ma'am.
[CUSTOMER][NEUTRAL] Obviously.
[CUSTOMER][NEUTRAL] OK, number. Let me write it in. Hold on.
[AGENT][NEUTRAL] On that screen, all you need to enter is the group number and your email address. You don't need to fill in any of the other stuff.
[CUSTOMER][NEUTRAL] 24464 and my email address, is that right?
[AGENT][NEUTRAL] Yeah, and just your email address, yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Next,
[CUSTOMER][NEUTRAL] Yeah, that's just say.
[CUSTOMER][NEGATIVE] What will say it says no user was found with the sale.
[AGENT][NEUTRAL] I think that
[AGENT][NEUTRAL] Alright, let me see if I can do it on my end. Hang on one second.
[CUSTOMER][NEUTRAL] You said just put the group number and the email, that's it, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, you know, it gave me that.
[AGENT][NEUTRAL] Uh.
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] All right. I'm gonna send you a verification code if you can, uh, read that back off to me.
[CUSTOMER][NEUTRAL] You sent it to my email. Hold on, let me see. Let me go into my email.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah, here it is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] All righty.
[AGENT][POSITIVE] Alright, perfect.
[CUSTOMER][NEUTRAL] Do I still have to do the submit and pay and all the same stuff that I used to do?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alrighty, so I created your account for you so you can go back to the login screen.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, wait a minute, let me see how I get out of here.
[CUSTOMER][NEUTRAL] Let me go back and see. OK, I'm gonna log in.
[AGENT][NEUTRAL] OK, so you'll put in your email address. Mhm.
[CUSTOMER][NEUTRAL] I put my email.
[CUSTOMER][NEUTRAL] OK, and then password?
[AGENT][NEUTRAL] And then for the for the password it's gonna be the word password with a capital P.
[AGENT][POSITIVE] The number [PII].
[AGENT][NEUTRAL] And the exclamation mark.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, let me try.
[CUSTOMER][NEUTRAL] The password is incorrect. Why? Oh, I had my caps lock on. I'm sorry.
[AGENT][NEUTRAL] Capital, OK.
[CUSTOMER][NEUTRAL] Yeah, no, I said I had my cap lock on. Capital C.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me take off my cat now.
[CUSTOMER][NEUTRAL] Capital P.
[CUSTOMER][NEUTRAL] Password.
[CUSTOMER][NEUTRAL] Number [PII], and then explanation, right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, it's going in.
[AGENT][NEUTRAL] It'll give you uh.
[CUSTOMER][NEUTRAL] OK, the password.
[AGENT][NEUTRAL] It's gonna tell you or it's gonna uh send you another verification code.
[CUSTOMER][NEUTRAL] It said the password you just used was found the data breach Google password manager recommends changing your password now, so I hit OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I guess it's giving me safe password. I guess I changed the password. No, this is something else.
[CUSTOMER][NEUTRAL] OK, verification is necessary. Please click send button and it has my email. Let me see.
[AGENT][POSITIVE] Yes, you'll, it'll do this one more time and then you'll be, it'll be fine.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEGATIVE] It hasn't send me any.
[CUSTOMER][NEUTRAL] Oh, here it is OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um no.
[CUSTOMER][NEUTRAL] Verify code.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Welcome to online service center. From the dashboard you can navigate to all your APOs, OK, access part to see detail managing invoices and, OK.
[CUSTOMER][NEUTRAL] Find his name OK.
[CUSTOMER][NEUTRAL] You can process the information there, OK.
[CUSTOMER][NEUTRAL] They just send in the library support material now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I am
[CUSTOMER][NEUTRAL] OK, so do I have to now create a new password?
[AGENT][NEUTRAL] Um, yeah, you can.
[CUSTOMER][NEUTRAL] And what do I do that in the help?
[AGENT][NEUTRAL] Um, it will be, let me double check that real quick.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You know.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, click on the help that should be where it's at.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, when will you do? How do I make adjustments and I don't know how to how do I cancel so I can explain how do I handle policies? How do employees.
[CUSTOMER][NEUTRAL] No, where do I mail payments? That's it manage users.
[AGENT][NEUTRAL] Um, OK, so you can, um, what you can do is, um, after you get done doing, um, being in your account you can log out and do forgot password and that way you can reset it.
[CUSTOMER][POSITIVE] Oh, so I can reset it when I do look for the password. OK, that sounds easy enough. OK, perfect. So thank you so much. I appreciate your help.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] All righty.
[AGENT][POSITIVE] You're welcome. No problem, [PII]. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] That's it, I think that's it. I just gotta figure out how to use this new system to, to pay the bill. I go.
[AGENT][NEUTRAL] All righty. Well,
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Dashboard
[AGENT][NEUTRAL] Uh, yeah, uh, you'll on your when you're on the, um, dashboard screen you'll click on my groups.
[AGENT][NEUTRAL] And um then click on invoicing.
[CUSTOMER][NEUTRAL] And then go there hold on.
[CUSTOMER][POSITIVE] Click on my list and click on invoice, you know, I'm glad I asked you that perfect.
[CUSTOMER][POSITIVE] Alright, thank you so much. I appreciate. Well, it says right here now and the ability to download your invoices unavailable. Oh, it doesn't matter. I don't need to download it. OK, alright, I see it there. Perfect. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] No problem and
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're welcome, no problem, and thank you for calling APL and you have a good afternoon.
[CUSTOMER][NEUTRAL] Have a
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye.