AccountId: 011433970860
ContactId: 39dc6688-666a-4858-9e40-dee9e4bd93a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1412420 ms
Total Talk Time (AGENT): 242456 ms
Total Talk Time (CUSTOMER): 337258 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/39dc6688-666a-4858-9e40-dee9e4bd93a7_20250605T20:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL sales. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to set up my new account.
[CUSTOMER][NEGATIVE] And it's uh not letting me use my email address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And what is your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Last name
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Uh, I go by [PII], but my legal name is [PII].
[AGENT][NEUTRAL] OK. And what is your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII] and um are you a broker?
[CUSTOMER][NEUTRAL] Yeah, I also own the agency and I believe you send the checks to the agency.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Absolutely awesome. And what is the agency name?
[CUSTOMER][NEUTRAL] Insurance services of Palm Beach.
[AGENT][POSITIVE] OK, perfect. Let me take a look at this for you so that way I can assist you with which account to set up, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, um, it looks like you are the primary contact for the agency, so I would recommend, um, when you go on to the to log in it's gonna say create an OSC account. Are you seeing that by chance?
[CUSTOMER][NEUTRAL] Alright, let's see, um, I've got your email um hitting register your account now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, and it brings up.
[AGENT][NEUTRAL] Should say welcome to the online service then.
[CUSTOMER][NEUTRAL] Create your OSC account.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Yes it's Welcome online service center, so I'm gonna create.
[AGENT][POSITIVE] Perfect, yes, and then you'll do.
[AGENT][NEUTRAL] Yes, and then you're going to press agency.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, next
[CUSTOMER][NEUTRAL] XID.
[AGENT][NEUTRAL] And then you're gonna enter in your tax ID and then your email and if you would like um we've just been having some people who are like oh that's my old email if you want to um say your email I can confirm if it's correct or not what we have on file.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][POSITIVE] Yeah I've had it for years now.
[CUSTOMER][NEUTRAL] I continue.
[CUSTOMER][NEUTRAL] Alright, email address.
[CUSTOMER][NEUTRAL] I choose your own.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I don't need a special character, right?
[CUSTOMER][NEUTRAL] My email, I mean my password.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You might
[AGENT][NEUTRAL] They didn't give us guidelines on the password, so maybe try without it.
[CUSTOMER][NEUTRAL] Alright, yeah, right, put it in display name insurance services. Now it says given name. All right, so.
[AGENT][NEUTRAL] I would put [PII] or [PII] and then your last name is your surname.
[CUSTOMER][NEUTRAL] Give the name.
[CUSTOMER][NEUTRAL] Alright, let's see.
[CUSTOMER][NEUTRAL] Alright, send verification code.
[AGENT][NEUTRAL] And I'll be sent to that email.
[CUSTOMER][POSITIVE] Which it's allowed me to do, yeah.
[CUSTOMER][POSITIVE] Good, I'm sorry.
[AGENT][NEUTRAL] Um, it, it's gonna send you, um, that verification code to that [PII].
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I know it takes a couple of minutes.
[AGENT][POSITIVE] Yes, it does.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Check my phone like.
[CUSTOMER][POSITIVE] As it comes quicker to my phone.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] What did you put in for the tax ID number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Yeah, that's correct.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Did it possibly go to your spam? I know some emails are are very finicky of who gets what emails.
[CUSTOMER][NEUTRAL] Oh, here it is now it says Microsoft on behalf of APL is that correct?
[AGENT][NEUTRAL] Yes, yes, ma'am.
[CUSTOMER][NEUTRAL] OK, I just got it.
[CUSTOMER][NEUTRAL] Wait, this is the one I got before I think.
[CUSTOMER][NEUTRAL] It says [PII] can't be right.
[CUSTOMER][NEUTRAL] Oh here it just came. OK.
[AGENT][NEUTRAL] And then once you put in that verification code, it's gonna have you log in again and then it says send you an additional verification code um just as a heads up.
[CUSTOMER][NEUTRAL] Mm, let's see.
[CUSTOMER][NEUTRAL] Let me just do this.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Verify code.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, see, this is what I keep getting claim not verified email address.
[CUSTOMER][NEUTRAL] Change email. Why am I getting that?
[AGENT][NEUTRAL] Are you getting that when you log in?
[CUSTOMER][NEUTRAL] No, I, I gave it the verification code.
[CUSTOMER][NEGATIVE] And this is the 3rd time this has happened, which is what prompted me to call. It says claim not verified, and then it says in parenthesis email address.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you mind if I try and create an account for you?
[CUSTOMER][NEGATIVE] Not at all.
[AGENT][POSITIVE] OK, perfect. I'm just gonna type in your information.
[CUSTOMER][NEUTRAL] Right, I'm gonna exit out of here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just gonna type in a generic password and then that way you can um update it whenever you get the chance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And would you like your given name to be [PII]?
[CUSTOMER][NEUTRAL] Say that again.
[AGENT][NEUTRAL] Would you like the given name to be displayed as [PII] or [PII]?
[CUSTOMER][NEUTRAL] Um, [PII] is fine. I mean, it matches my license, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just that I've got so many letters and my last name I.
[CUSTOMER][NEUTRAL] Keep first short.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it said it sent you a verification code.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Nothing yet.
[AGENT][NEUTRAL] Hmm.
[CUSTOMER][NEUTRAL] Well, it takes a while. Uh this is, this is.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] Been typical.
[CUSTOMER][NEUTRAL] Here we go.
[CUSTOMER][NEUTRAL] OK, you ready?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I was able to get it, um, the.
[AGENT][NEUTRAL] So that your login is gonna be your email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then your password is gonna be [PII].
[AGENT][NEUTRAL] And then the word [PII].
[AGENT][NEUTRAL] [PII], yes, the rest is lowercase.
[CUSTOMER][NEUTRAL] Lower case
[CUSTOMER][NEUTRAL] So it's [PII], then [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, let me try that.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh we go.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Let's see, my password is incorrect. Let me try that again. [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] It's uh today.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Today, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh, OK. I thought you said [PII] for a second there. I was like, oh, maybe that might be why.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] Uh, there's no way of seeing what I typed in, but I think I typed it incorrectly.
[CUSTOMER][NEGATIVE] No, it doesn't like it.
[AGENT][NEUTRAL] OK, let me try and log in.
[CUSTOMER][NEUTRAL] Let me try it one more time. Let me try it one more time.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so I don't have my cap locked on, so.
[CUSTOMER][NEUTRAL] [PII] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, it, it won't accept it. It's something to do with that email address.
[AGENT][NEUTRAL] OK, I'm gonna send you a verification code and then will you let me know whenever you receive it?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm the only one having this problem?
[AGENT][NEUTRAL] There are a few people who are having this issue, so it's not uncommon.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I just changed my laptop too. I, I got a new laptop and.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The guy that helped me with that has got to come back because everything is not.
[CUSTOMER][NEUTRAL] Moved over the way it should be.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Try it on my old one just for that.
[CUSTOMER][NEUTRAL] Now what I got is the same APL.
[CUSTOMER][NEUTRAL] Log in or
[AGENT][NEUTRAL] Yes, it will be the same same website um it just looks a little different.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh man
[CUSTOMER][NEUTRAL] So I would go to [PII].
[AGENT][NEUTRAL] Yes, and then when you get to that website, it will say sign in.
[CUSTOMER][NEUTRAL] He's up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, new verification code [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Huh, OK, I was able to log in with it and.
[CUSTOMER][NEGATIVE] But it's not letting me.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I could get my other computer then.
[CUSTOMER][NEUTRAL] Let me see now it's um.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, sign in.
[CUSTOMER][NEUTRAL] Log in.
[AGENT][NEUTRAL] I'm gonna email you the um.
[AGENT][NEUTRAL] So, the um information I typed in and see if maybe that just helps.
[AGENT][NEUTRAL] OK, I just sent it to you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I didn't get anything yet.
[CUSTOMER][NEUTRAL] You're [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, user name [PII] you in all caps.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] I thought it was [PII] and then the word today. I that's, that's.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see if that does it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Now it's asking me to send a verification code.
[CUSTOMER][NEGATIVE] Which what I have to wait on again.
[CUSTOMER][NEUTRAL] Not crazy how we're all.
[CUSTOMER][NEUTRAL] Impatient, like, where is it?
[AGENT][NEUTRAL] Yes, I'm the same exact way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] What the heck is
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] There you go.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, welcome. OK, perfect.
[CUSTOMER][POSITIVE] I guess I'm good.
[AGENT][POSITIVE] All righty.
[AGENT][POSITIVE] Alright, is there anything else I can help you with? Yeah, absolutely you have a.
[CUSTOMER][POSITIVE] Hey, thanks a lot.
[CUSTOMER][POSITIVE] No, you've been very patient. Thank you.
[AGENT][POSITIVE] Absolutely you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye
[AGENT][NEUTRAL] Bye bye.