AccountId: 011433970860
ContactId: 4d4d6bd1-5afe-4c15-82d0-1d2b19b09a94
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 387480 ms
Total Talk Time (AGENT): 200596 ms
Total Talk Time (CUSTOMER): 168267 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/4d4d6bd1-5afe-4c15-82d0-1d2b19b09a94_20250617T15:24_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling ATL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi Miss [PII]. How are you doing?
[AGENT][NEUTRAL] Just fine how are you?
[CUSTOMER][NEUTRAL] Good, uh, this is [PII]. I'm down in [PII], and I'm wondering how the, uh, password and all that for broker service.
[AGENT][NEUTRAL] Can you say that more time? I can barely hear you.
[CUSTOMER][NEUTRAL] So I'm wondering how to get into.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Your account.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, uh huh.
[AGENT][NEUTRAL] OK, so have you did you register for a new account yet?
[CUSTOMER][NEUTRAL] I don't know. I don't know if I have or not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me look, let me see, give me just a second, let me pull you up in our system.
[AGENT][NEUTRAL] All right, let's see.
[CUSTOMER][NEUTRAL] You know, I was a lot younger when I started in the insurance business.
[AGENT][NEUTRAL] Do what?
[CUSTOMER][NEUTRAL] So I was a lot younger when I started in the insurance business.
[AGENT][NEUTRAL] Me too.
[CUSTOMER][NEUTRAL] Back in the day, you could have said, did you do such and such? I could tell you one thing or another, but now right now I don't remember. I don't remember what I ate yesterday for lunch.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I understand that. I can't keep up with that myself. OK, so let's see, so I was looking at your broker account. So let's see, I show your your agent ID ends with 8892. So I have your email as [PII]. I don't think you've re-registered, so we, we do have a new online service platform that we upgraded.
[CUSTOMER][NEUTRAL] Oh right.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] So everybody has to go in and re-register as a new user and you'll have to use that email address you'll have to use that email address because now your your your email address is now gonna be your username so you'll register with with that and then it'll give you a pin number that you have to when you go through the process you'll get a pin number.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And you'll enter that because they're added the two factor authentication on there. So do you have an agency account or do you just have the broker account?
[CUSTOMER][NEUTRAL] Uh, broker.
[AGENT][NEUTRAL] OK, that's what I'm showing, OK.
[CUSTOMER][NEUTRAL] I'm a I'm a broker.
[AGENT][NEUTRAL] OK, OK, yeah, so you just, you would just go to, you know, to our website at [PII]
[CUSTOMER][NEUTRAL] I'm a broker.
[CUSTOMER][POSITIVE] Oh wow. Oh, make it. I'm sorry sweetie.
[CUSTOMER][NEUTRAL] Can I call y'all after the game?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Wait, wait, wait, we're, we're real close to you telling me what I need to do. OK, go ahead. What do I have to do?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You just have to go to our website.
[AGENT][NEUTRAL] And then you'll just click this where you click to sign in it says create your OSC account you just click that button and then it'll say there's some boxes there's some boxes on the next screen and you'll click agent or broker and you'll click the next button.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Sounds like I can take it sounds like I can take it from there, huh?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's super easy. Just don't feel when you get to the next page where it starts asking you about your name and social security number, just fill out the boxes that have a red asterisk, so it'll just be your last name, your email, and your date of birth. It they're highlighted on there. So don't, don't fill out any of the other boxes that don't have a red asterisk. From there it then that's when you'll go into your pin number information.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Groovy
[AGENT][NEUTRAL] If you have any problems, if you have any problems, setting up, just let us know.
[CUSTOMER][POSITIVE] I'm loving it.
[CUSTOMER][NEUTRAL] Now are you in [PII] or are you in [PII] or [PII]?
[AGENT][NEUTRAL] I'm in [PII].
[CUSTOMER][NEUTRAL] All right, so like, are you a baseball fan for Oklahoma, University of Oklahoma?
[AGENT][POSITIVE] Yeah, of course, I, I actually live right south of [PII], so yes, I love the OU So, yup, basketball, football, OUR.
[CUSTOMER][NEUTRAL] Because I'm in [PII] and LSU LSU is playing in the World Series right now.
[AGENT][NEUTRAL] Oh yeah, yeah, the World Series, yes.
[CUSTOMER][NEUTRAL] And now I'm, I'm, I'm watching [PII] play against uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh we had 2 men on 1 on 1st, 1 on 2nd, and we hit the ball and the ball got past the guy and now.
[CUSTOMER][NEUTRAL] Uh, we're up 7 to 3.
[AGENT][POSITIVE] Oh, well, good.
[CUSTOMER][NEUTRAL] With 2 men with two men on, I'm telling I'm sorry.
[AGENT][NEUTRAL] OK. Yeah.
[AGENT][POSITIVE] It sounds like you guys might win, so that's good.
[CUSTOMER][NEGATIVE] Well, well, last night we were winning and the rain got and the, and the lighting got so bad they had to cancel the game till today.
[AGENT][NEUTRAL] Oh.
[AGENT][NEGATIVE] 00 gosh, that's terrible, yeah, the stupid weather.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Yeah, yeah, we're all, we're we're, we're here cheering on the Thunder basketball team is what we're all into right now is the Thunder winning the basketball championship, but everybody here is rooting for that.
[CUSTOMER][NEUTRAL] Well anyway,
[CUSTOMER][NEUTRAL] Well, I've been watching every, every step of the way, that's for [PII]re. 12109 over the Pacers last night, but Mr. [PII] being, being hurt is uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's changing the picture a little bit.
[AGENT][POSITIVE] For sure, for sure.
[CUSTOMER][POSITIVE] Yeah, well, congratulations to you guys on that. That's that's fantastic.
[AGENT][POSITIVE] Yeah, we, we were, we were, it was not biting her nails, so, you know, hopefully we can hopefully can finally win a championship, we'll see.
[CUSTOMER][POSITIVE] Well, we gotta get y'all a pro team over there, football team over there.
[AGENT][NEUTRAL] Yeah, we don't have a pro football team. That's why I watch a lot of college football, but yeah, it would be nice to have a pro team.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][POSITIVE] Well I think we're gonna get y'all one, OK?
[AGENT][POSITIVE] All right, be looking forward to that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Alrighty then, thank you so much.
[AGENT][POSITIVE] All right. You're most welcome. You have a great day. We'll talk to you soon. Bye-bye.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] You, you too, my dear. Oh, a home run.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Well, there you go.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Bye.