AccountId: 011433970860
ContactId: 447c7575-a972-474b-a4da-c07ac2e7dcc4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 770979 ms
Total Talk Time (AGENT): 323771 ms
Total Talk Time (CUSTOMER): 273038 ms
Interruptions: 5
Overall Sentiment: AGENT=0.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/447c7575-a972-474b-a4da-c07ac2e7dcc4_20250620T20:32_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], it's [PII] at NAS. How are you?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][NEUTRAL] I'm good. I am desperate to help a bro, not a broker, a group with us having trouble with the OSC. So the problem is is when she goes in to register, it's recognizing her under their old group number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Instead of their new group number.
[AGENT][NEUTRAL] What's the new group number?
[CUSTOMER][NEUTRAL] So I need, OK, so the new group number is.
[CUSTOMER][NEUTRAL] 27114
[AGENT][NEUTRAL] 27114 let me see.
[CUSTOMER][NEUTRAL] And it's [PII], I'm not gonna try to pronounce her last name because I don't have a clue. Broker is [PII], the
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's OK. That's OK. Oh, error and list here. OK. Yeah, I see it. OK.
[CUSTOMER][NEUTRAL] The old group, the old group number is 25,500.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Let me pull that one up. Give me just one second.
[CUSTOMER][NEUTRAL] Under [PII], the group left and then came back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] With a different broker, but it's got this, she's she's the point of contact and it's got the same email address. So when she goes to register, it's, it's giving her the the old group number, the old group, and then of course there's nothing there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So when she's registering with the new group, the 27114, um hold on just one second, give me just one second. I need to pull up the screen. Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] hang on one second.
[AGENT][NEUTRAL] OK, let's see. OK, group looking at the screen. OK, group number. So the email I have for her is that [PII]? Is she using the same email address on both accounts? Let me look and see what she had under the other one.
[CUSTOMER][NEUTRAL] Yes, it's that's and that's what's showing in the OSC.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and so she entered the group number for the new one, the 27114?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so she just put the group number, her email address and that's it, right?
[CUSTOMER][NEUTRAL] But then it
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, OK, just making sure. OK, so we have it on both accounts and the other account is not active.
[AGENT][NEUTRAL] Did she didn't have did she activate the other account?
[AGENT][NEUTRAL] The old account?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me look.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEUTRAL] I just wanna make
[CUSTOMER][NEUTRAL] I don't know, I don't know if she activated. I didn't think to ask for that.
[AGENT][NEUTRAL] That's OK. It's just if her email address is shown somewhere else, that can sometimes cause a problem. So let me just look and see what we've got going on, see if I can even trust what I'm looking at on my end with our system stuff that we're trying to get all resolved. OK, 277 is that one I need to look at the other account.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 255. You said it was 25506?
[AGENT][NEUTRAL] The other account?
[CUSTOMER][NEUTRAL] Well I thought I said 25,500, but now.
[AGENT][NEUTRAL] The old one.
[AGENT][NEUTRAL] Oh, you probably, no, you probably did because I can't read my handwriting. I wrote it down real fast.
[CUSTOMER][NEUTRAL] Now,
[CUSTOMER][NEUTRAL] No, I didn't say that because that's not in there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, that's it's 25,500. You got it right. I wrote, I wrote, I wrote a 0 and it looks like a 6, so it's on me sorry, writing too fast. OK, let's see 10413.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Well, that's weird cause when I typed in 25,500, it brings up coral reef.
[CUSTOMER][NEUTRAL] Montessor Montessori Montessori.
[AGENT][NEUTRAL] Really? Oh yeah, no, I have 25. Let me, let me double check. Hang on. 25,500, yeah.
[CUSTOMER][NEUTRAL] Oh, that's
[CUSTOMER][NEGATIVE] Oh, I see it's gonna be the death of all of us.
[AGENT][NEUTRAL] I know, I know we're, we will be so glad because I mean our, you know, people can't get their commission statements they can't, it's just, it's crazy so we're just like trying to get through it. Yeah, well, yeah, we just gotta get through the pain points. Yes, anytime you do something new, there's always something goes wrong. OK, so, OK, so I need to find out what we need to do about this because, so she, I don't see there's anything set up on either one of them. So let me.
[CUSTOMER][NEUTRAL] I, I know.
[CUSTOMER][NEUTRAL] It'll be, it'll be good. It's just, yeah, the growing pains are.
[AGENT][NEUTRAL] Let me get [PII] because she's our point person for this and see if she has, she actually may have to talk to our billing department. The last one I had like this, our billing team had to help, um, I don't know if they've got different magic on their side for the group set up, but that's what so she so she's just now trying to register for the first time right? for the new account. nobody's tried to register she didn't try to register for the old account.
[CUSTOMER][NEGATIVE] No, so little backstory, when we sent this group in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They set somebody else up as the group contact even though [PII] was listed on the master app, they set somebody else up as the group contact. So [PII], we got that switched over, got it corrected, and then she just tried to register today.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Gotcha.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I'm, I'm 99% positive, she said today. I just talked to her like right before I called you.
[AGENT][NEUTRAL] OK, let me, you know what, let me pull, let me pull someone from billing on the phone and see if they can help us. Give me just a second, that might be the best option. Just one second.
[CUSTOMER][POSITIVE] OK awesome.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Ferring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII] Broker Resources. Um, I have a situation. I've got [PII] with NAS on my line. She's got this group, and I'm not sure what to tell them. The group contact is trying to set up their OSC account. Can I give you these two group numbers? Because one of the groups is laps. It's the same group, but they got two different numbers.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I don't know what she's trying to register and it's not recognizing her can you just look and see if you think you could see if there's something weird going on with this?
[CUSTOMER][NEUTRAL] Yeah, what's the first group number?
[AGENT][NEUTRAL] OK, so the one that's lapsed is 25,500.
[AGENT][NEUTRAL] And it has that En Laier on there and then the new group is 27114 that's the one that's active and that's the one she's trying to register but it won't take her information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, is she entering everything that we have in line like because it has to be like the exact phone number and like.
[AGENT][NEUTRAL] She's
[AGENT][NEUTRAL] Yeah, it has to be right, yeah, um, [PII] said there was some weird stuff that went on with it. Can I pull her on the phone so she can kind of explain what happened on this group because I don't know how to explain it. Do you mind if I pull her on? OK, just a second.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Hey [PII].
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEGATIVE] I've got [PII] on the line from our billing department and I told her that um this [PII] is trying to register under the 27114 and that we have 22 group numbers for the same company. One of them's expired and one of them is now active and we from what we know.
[AGENT][NEUTRAL] She tried to enter just the information that has the red asterisk on the screen, not putting any of the other information and just putting in that group number and her email. Did she say what kind of error message that she got? Did she say what it what it flashed?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] The error or did it just say it right OK.
[CUSTOMER][NEUTRAL] She did not. She.
[CUSTOMER][POSITIVE] She did not, but if I need to have her join the call, I'm more than happy to.
[CUSTOMER][NEUTRAL] Yeah if you could um just so I can go through um the information that's being entered just to make sure that it's correct because it has to be exactly what we have or it won't take it. Right, right, OK, so hold on one second, let me, let me conference her in.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] Oh thanks ladies, hold on.
[AGENT][POSITIVE] Thanks, [PII].
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Are you there lady?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] This is [PII]. Can I help you? Hi [PII], it's [PII] at NAS again. I have APL on the line helping us, so we're on a conference call and they they need to um speak to you directly to so that we can try to get this figured out so I'm I'm gonna, I'm here but I'm gonna let them take over.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, [PII], uh, my name is [PII]. I'm in the billing department. Um, so if you could, can you go back to the website and let me know when you're on the home page?
[CUSTOMER][NEUTRAL] OK, I'm on the home page.
[CUSTOMER][NEUTRAL] And then can you click um create a new account.
[CUSTOMER][NEGATIVE] I can't create the new account.
[CUSTOMER][NEUTRAL] OK, I can't create the new account so my email address is disassociated with the old group.
[CUSTOMER][NEUTRAL] Well, um, what's the email address that?
[CUSTOMER][NEUTRAL] What's the email address that should be that it should be?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, let me make sure that there's.
[CUSTOMER][NEGATIVE] Nothing active in the old one.
[CUSTOMER][NEUTRAL] Oh it's not active, but it's.
[CUSTOMER][NEUTRAL] Uh, what was the old group number again?
[CUSTOMER][NEUTRAL] Believe it's 25,500 correct.
[CUSTOMER][NEUTRAL] OK, I see, um, that it was registered with the old one.
[CUSTOMER][NEUTRAL] So let me see if there's a way for me to.
[CUSTOMER][NEGATIVE] deactivate this.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] So you're, so you're showing registered on the new OSC under the old one, is that what you're saying?
[CUSTOMER][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Oh, OK. I, I can't see anything. OK, makes sense.
[CUSTOMER][NEUTRAL] Yeah, on the new OSC it's showing.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Our our agent told us it was the group number would stay the same.
[AGENT][POSITIVE] [PII] and [PII], I'm gonna drop off the call because it sounds like [PII]'s got it handled, so hopefully she'll get this taken care of for you. Thank you. You guys have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK, thank you [PII].
[CUSTOMER][POSITIVE] Thank you [PII].