AccountId: 011433970860
ContactId: 413f2552-07bb-474e-8866-883473083b83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237399 ms
Total Talk Time (AGENT): 147270 ms
Total Talk Time (CUSTOMER): 65886 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/413f2552-07bb-474e-8866-883473083b83_20250605T19:13_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, good afternoon. Uh, uh, this is [PII]. I'm calling from Brown and Brown. We are the brokers for, you know, a few of the accounts, and I understand that the portal change yesterday and they told me that I need to go to OS OSC and open and set up the account again.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Uh, yes, so we did launch a new OSC on Monday. Um, all communication was sent out to the broker. Did you have a broker account or did you have an agency account?
[CUSTOMER][NEUTRAL] Broker.
[AGENT][NEUTRAL] Like an a broker account.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah, well, for me, broker and agency is the same.
[AGENT][NEUTRAL] Um, so for us like a broker would be um like an agent who is over like a broker who is appointed with us and then the agency would be like Brown and Brown. Are you a broker with us?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What was your what was your last name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] My username was [PII] and the account was under [PII].
[AGENT][NEUTRAL] The account was under who? I'm sorry?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So I have [PII]. I don't have you appointed with us, um, so [PII] would have to create a broker account and then you could set up a Brown and Brown agency account but the OSC, the new OSC, you do have to log in and create a new one, but you just go to our website and then go to log in on the right hand side and it will show you.
[AGENT][NEUTRAL] Like a new layout and have you create an OSC account and walk you through that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I know, but I'm putting last name.
[CUSTOMER][NEUTRAL] What last name, what social, what zip code?
[AGENT][NEUTRAL] Right, so [PII], so [PII] has to create a broker one and then the agency would be based off of the brown and brown that you're with.
[AGENT][NEUTRAL] So like the tax ID and it's all sensitive to information that we have in our system.
[AGENT][NEUTRAL] So do you have a a tax ID?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK, what's the
[CUSTOMER][NEUTRAL] I, I work with [PII]. I, I, I don't think you're understanding me. I think we are the agency. I work with [PII].
[AGENT][NEUTRAL] No, I understand what you're saying, but [PII] is appointed with us. I don't have you appointed with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I have an email that says here your username for your OSC account under [PII] is 25923.
[AGENT][NEUTRAL] Yeah, so [PII].
[CUSTOMER][NEUTRAL] So I used to have access.
[AGENT][NEUTRAL] Right, so [PII], so in our old OSC [PII] had a broker account and then you probably had a user name under hers.
[AGENT][NEUTRAL] And so that that is right so that is what we're that's what we're having to create again in our new system. I will say that we are having issues with our new um OSC like anything we're working out bugs and like kinks so if you get logged in you're not gonna see much as of right now our IT team is um working to fix these and we do know all of the known issues that people are experiencing.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, but yes, you can go ahead and create it and get that, get that part set up, but we are working internally on the OSC.
[CUSTOMER][POSITIVE] OK. OK, got it. Thank you so much for your help.
[AGENT][NEUTRAL] Yeah, of course, yeah, call me back if you need if you need any of the information to set up the account or if it's not working, OK?
[CUSTOMER][NEUTRAL] No, OK.
[CUSTOMER][POSITIVE] Perfect. Thank you.
[AGENT][POSITIVE] Of course I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.