AccountId: 011433970860
ContactId: 61b79c03-fb55-421e-9a06-8373c3781ccb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 587219 ms
Total Talk Time (AGENT): 231818 ms
Total Talk Time (CUSTOMER): 227882 ms
Interruptions: 5
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/61b79c03-fb55-421e-9a06-8373c3781ccb_20250617T18:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][NEUTRAL] Hey so how are you?
[CUSTOMER][NEUTRAL] I'm good thank you um I have a broker on the line, Ms. [PII] she said she's trying to remove a member and um she keeps getting an error.
[AGENT][NEUTRAL] Like remove them um on like the OSC.
[CUSTOMER][NEUTRAL] Uh-huh. Yes.
[AGENT][NEUTRAL] Uh, OK.
[AGENT][NEUTRAL] I'll talk to her.
[CUSTOMER][NEUTRAL] Should I transfer here or should I transfer to customer service, uh, you know, they will, they tell us that everything that's regarding OSC has to be the source of broker resources. I don't know if that has changed or not.
[AGENT][NEUTRAL] Um, not necessarily. I mean, if she's getting an error like it might be an IT situation, so we're just gonna have to, um, get like a screenshot and like send it over if I can't help her so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, got you, got you. OK. All right. Well, let me go ahead and give you the uh group number. That's 26883.
[AGENT][NEUTRAL] It's whatever.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] 2683, is that what you said?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] 268-8328.
[AGENT][POSITIVE] 883 OK perfect.
[CUSTOMER][NEUTRAL] Mhm OK and her callback number is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, here she comes. Have a good day.
[AGENT][POSITIVE] Thank you you too.
[CUSTOMER][POSITIVE] You're welcome. Thank you. Thank you for holding and being patient for Ms. [PII]. I got Miss [PII] on the line and broker Resources. She's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome have a good day.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, I was just assisting um in terminating an employee from Triton.
[CUSTOMER][NEGATIVE] And, you know, with your new system, I've just done it a couple of times, but now I'm following it here where I, I go to remove employee and it tells me that my, let me just do it again. It says error, there was an error processing your request. If this persists, please call customer service.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I've tried it a few times.
[AGENT][NEUTRAL] 26.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] So Triton Submarines LLC 26883 and you're are you in?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And you're in our new system?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] That's bizarre. I don't see that this group has a.
[AGENT][NEUTRAL] Um, an LSC, are you logged in like in the group site or like on the broker's site by chance or like where are you?
[CUSTOMER][NEUTRAL] Um, I'm logged in. I'm a, a broker. I'm an assisting broker.
[AGENT][NEUTRAL] Oh got you OK and then so are you with?
[AGENT][NEUTRAL] Shazam benefits then?
[CUSTOMER][NEUTRAL] Yeah, mhm, mhm.
[AGENT][POSITIVE] OK, perfect. OK, let me switch that might be my problem.
[AGENT][NEUTRAL] Um, to be honest, I really don't know like why it would be giving you that error. Um, the only thing that I can suggest is if you send us an email with the screenshot of the error error we can try to send it through to um our IT. Um, have you cleared your cache in a while?
[AGENT][NEUTRAL] In like the settings of your web browser?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Probably not.
[AGENT][NEUTRAL] Let's do that first while I'm on the phone. Let's clear the cache and I can walk you through it if you're not 100% sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on. Yeah, walk me through that because I forget how to do this all the time.
[AGENT][NEUTRAL] Yeah, so if you go to your browser, the farthest right side there's 3 dots we're gonna click on that.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And then we're gonna go to settings. It's the 3rd from the bottom.
[CUSTOMER][NEUTRAL] Hold on, the 30 right here. I got it, I got it. And then go to settings. OK. Uh-huh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then we're gonna go to privacy and security.
[CUSTOMER][NEUTRAL] Privacy and security, OK.
[AGENT][NEGATIVE] It's the um farthest left mhm and then we're gonna do delete browsing data.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I want you to go over to the advanced options.
[AGENT][NEUTRAL] And make sure that your cookies and your cash are checked marked and do the time range all time.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then um
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, you can take off passwords and auto fill like you can take all that off before you hit delete just cookies and cash for right now.
[CUSTOMER][NEUTRAL] For, OK, so, so just leave.
[AGENT][NEUTRAL] Let's let's click everything else.
[CUSTOMER][NEUTRAL] Cookies and other site data and the cachet.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yep, that's perfect. Let's just do that.
[CUSTOMER][NEUTRAL] And then um I'll click all the other ones? OK.
[AGENT][NEUTRAL] Uh huh and then make sure that your time range is all time.
[CUSTOMER][NEUTRAL] Just do those.
[AGENT][POSITIVE] It's on the very top.
[CUSTOMER][NEUTRAL] Time
[AGENT][NEUTRAL] All time
[CUSTOMER][NEUTRAL] OK, all time, OK.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] And then go ahead and delete data mhm yeah and then you're going to exit out of your login to your OSC and let's log in again and let's try to delete this person again and see what happens.
[CUSTOMER][NEGATIVE] Delete that data.
[CUSTOMER][NEUTRAL] OK, maybe.
[CUSTOMER][NEUTRAL] OK, let me log out here.
[CUSTOMER][NEUTRAL] Yeah, maybe that'll fix it. Hold on.
[AGENT][POSITIVE] I'm hoping so.
[CUSTOMER][NEUTRAL] log back in.
[AGENT][NEUTRAL] Hoping.
[CUSTOMER][NEUTRAL] So we always have to do the 2nd verification from now on.
[AGENT][NEUTRAL] Um, you will always have to do, yes, you will always have to do a two step verification from here on out. We just moved to that for a more secure, um, login.
[CUSTOMER][NEUTRAL] The 2 step verification.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Here's my verification code.
[CUSTOMER][NEGATIVE] Yeah, this is, it's, it's very slow to load. That's another thing.
[AGENT][NEUTRAL] Yeah, yeah. We, we have experienced that as well.
[CUSTOMER][NEUTRAL] It takes like a hot minute, yeah, it's like just.
[CUSTOMER][NEUTRAL] Yeah, it's taking a little bit to load. There it goes, OK.
[AGENT][NEUTRAL] Is it your verification code? OK, looks like is it your verification or you're logging in?
[CUSTOMER][NEUTRAL] OK, here it goes, here it goes, um, trying, so let me go there.
[CUSTOMER][NEUTRAL] Employees.
[CUSTOMER][NEUTRAL] Let me look for her.
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] [PII] is her name.
[CUSTOMER][NEUTRAL] OK, then I'm gonna do remove insured, right? Remove insured.
[AGENT][NEUTRAL] Yes, yeah, let's.
[CUSTOMER][NEUTRAL] Terminated employee and then the change date is the date of her her termination date, right?
[AGENT][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] OK, [PII]. Next step I'm acknowledging.
[CUSTOMER][NEUTRAL] And it's just spinning.
[AGENT][NEUTRAL] OK, I'll give it just a minute.
[CUSTOMER][NEUTRAL] Nope, came back up.
[AGENT][NEUTRAL] OK, can you screenshot that error message and can you send this in an email to me, please?
[CUSTOMER][NEUTRAL] Sure, let me get your email hold on.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, what's your email?
[AGENT][NEUTRAL] Yeah, go ahead and send it to [PII]-sales so just [PII] sales.
[CUSTOMER][NEUTRAL] [PII] spelled out.
[AGENT][NEUTRAL] No, just [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] sales.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] At [PII].
[AGENT][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] Oh, OK, I have that. My, I have that one saved. OK.
[AGENT][NEUTRAL] Yeah, go ahead and send that error message and then just say this is what I'm receiving.
[CUSTOMER][NEUTRAL] Uh let me see, it goes away so fast. Let me try and screenshot it. Cause it like pops up and then it just goes away really fast. All right, let me get this over to you and I will, um, I guess let me know. Can some can somebody just terminate this person for me or?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just goes away, OK.
[AGENT][POSITIVE] Yeah we will.
[AGENT][NEUTRAL] Yeah, can you put that in your email as well? Can you, yeah, can you say please delete this uh person in the meantime and we'll get them taken care of.
[CUSTOMER][NEUTRAL] In the meantime,
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. I'll do that now. Thank you so much.
[AGENT][POSITIVE] OK, of course I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks bye