AccountId: 011433970860
ContactId: 67d44e66-37f6-43c9-901d-98970f25edc1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 542729 ms
Total Talk Time (AGENT): 177513 ms
Total Talk Time (CUSTOMER): 173921 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/67d44e66-37f6-43c9-901d-98970f25edc1_20250625T15:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm a broker in [PII], and I need some assistance getting uh my log in on, uh, APL to work.
[AGENT][NEUTRAL] OK, absolutely, and are you on our current website right now?
[CUSTOMER][NEUTRAL] Uh, just give me two seconds here.
[CUSTOMER][NEUTRAL] OK, I am.
[AGENT][NEUTRAL] OK, and are you pressing the sign in button and then um do you already have an account or are you needing to create an account?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] It says create an account based on your role.
[CUSTOMER][NEUTRAL] If you're an agency, please reach out to Broker Resources, which is what I'm calling.
[AGENT][NEUTRAL] Yeah, OK, so.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] So do you already have an account with the new portal and you're having issues logging in or?
[CUSTOMER][NEUTRAL] Well, I think I had an account with the old portal and because this looks new to me.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Yes, OK, so about 4 weeks ago we created the new portal, so what you will need to do is create your OSC account.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Awesome.
[AGENT][NEUTRAL] And then do agent or broker?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And then just do your last name, email on record, and date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, no user was found with the information that was entered. Please try again.
[AGENT][NEUTRAL] OK, and [PII] is your first legal name, is it [PII] or is it [PII]?
[CUSTOMER][NEUTRAL] It is, it's for you.
[AGENT][NEUTRAL] It's [PII], OK.
[CUSTOMER][NEUTRAL] I probably have several accounts.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK. And what is your business address?
[CUSTOMER][NEUTRAL] Which one?
[AGENT][NEUTRAL] Um, OK, I'm just trying to make sure that this is you and then I can give you, are you located in?
[CUSTOMER][NEUTRAL] OK, well, I, I could have two different addresses. One of them would be [PII]. The other one could be, uh, is that it?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes sir, that's correct so I was able to find your account. So what was the email that you entered in?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And let's see, what is your date of birth that you entered?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, um, do you mind if I try and create you an account?
[CUSTOMER][NEUTRAL] Not long.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh wait a minute, wait a minute, wait a minute.
[CUSTOMER][NEUTRAL] I just went in I just says complete your account set up.
[AGENT][NEUTRAL] OK perfect so it should send you a verification code to your email um and then you'll just enter that into our website and then it will make you log in with your new username your new password, send you another verification code, um, and then you'll be able to access your, your brokerage account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so let me try setting this up here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Says claim not verified.
[AGENT][NEUTRAL] Claim not verified.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] When you enter in the
[AGENT][NEUTRAL] The verification code?
[CUSTOMER][NEUTRAL] Yeah it says change email.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Email, well, wait, wait a minute, I'm just, I'm not.
[CUSTOMER][NEUTRAL] The operators just slow, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, evidently it has.
[CUSTOMER][NEUTRAL] OK, now I'm back to welcome to the OSC and it says create an account so I don't have to do that this time I just log in right?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, you just log in and then it will send you another verification code and then you will be able to log in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is it always mail email verification?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] that always comes up.
[AGENT][NEUTRAL] Yes, so every time you log into the OSC you will get a verification code to log in.
[CUSTOMER][POSITIVE] OK, awesome.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Now if I have if I have people that need to uh have access to this website, how do I set them up?
[AGENT][NEUTRAL] Yeah absolutely so if you go to settings on the left hand side.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you see where it says add users?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] No, I don't. You said it's on, so I'm logged in, uh, maybe the dashboard, OK, dashboard.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Active groups
[AGENT][NEUTRAL] Do you see where it says settings.
[CUSTOMER][NEUTRAL] Oh there
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then does it say manage users or add users?
[CUSTOMER][NEUTRAL] Add new user. OK, I can do that that and then.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yep and then you can add whoever you would like and they will be able to have access to your account.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][POSITIVE] OK, that's awesome so um.
[CUSTOMER][NEUTRAL] When we have groups that need to make changes to the to their contact information.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, is that done on groups page starting at the group's page?
[AGENT][NEUTRAL] Um, that is something that you would need to email to us, um, just so that way we can update all of our systems, um, that's something that you wouldn't be able to do online.
[CUSTOMER][NEUTRAL] OK, so I've got a group that would like to pay the bills because they evidently have they lost their HR person and so somebody else is taking over.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I need I need somebody to reach out to them pretty quickly so that they can get set up and pay the bill.
[AGENT][NEUTRAL] OK, [PII]o you have an email address? Like if you could send over like uh their email address and the person's name of who we should have it set up, we can probably get that done maybe today.
[CUSTOMER][POSITIVE] OK, that'd be awesome. uh, yes, I do. I'm going to.
[CUSTOMER][NEUTRAL] I'll forward you the email address and I'll copy him on it so that you guys can see who it is. So who am I sending that to? What address am I sending that to?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it's
[AGENT][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] OK, I got that one.
[CUSTOMER][POSITIVE] All right, [PII] you've been extremely helpful. Thank you very much.
[AGENT][POSITIVE] Of course [PII] you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thanks bye.
[AGENT][NEUTRAL] Bye bye.