AccountId: 011433970860
ContactId: 72174e0c-f0fb-460b-9120-f9d1f3236fc1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1030020 ms
Total Talk Time (AGENT): 312013 ms
Total Talk Time (CUSTOMER): 701151 ms
Interruptions: 18
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/72174e0c-f0fb-460b-9120-f9d1f3236fc1_20250602T20:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey Ms. Try, uh, I wanted to find out, uh, all of a sudden I can't get on my account because it says I don't have an OSC, uh, set up.
[CUSTOMER][NEGATIVE] And uh then every time I try to set that OSC it gives me an error.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] OK, alright, I can help you with the online service center, sir. Can I get your name and your call back number?
[CUSTOMER][POSITIVE] That's great.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, [PII] or [PII] and uh my number to call me back is [PII] and that's the uh office number but do you need a direct number to me?
[AGENT][NEUTRAL] No, sir, just whichever's um the good number to call you back on if the phone call gets dropped.
[CUSTOMER][NEUTRAL] OK, alright, so they're OK, that's fine. Uh, that [PII] just ask for it all when you call back if we get cut off, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, sir, thank you. And then what is your policy number?
[CUSTOMER][NEUTRAL] I don't have a policy number. I'm an agent.
[AGENT][NEUTRAL] Oh, you're an agent. OK. I apologize, sir. I didn't.
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm an agent. That's OK. I'm just trying to sign on to look at my account and uh something's changed.
[AGENT][NEUTRAL] OK. Oh.
[AGENT][POSITIVE] Yes, we've got a new, a new.
[CUSTOMER][NEUTRAL] So, yeah, yeah, yeah.
[AGENT][NEUTRAL] I got a new online service center.
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[AGENT][NEUTRAL] No, go, go ahead.
[CUSTOMER][NEUTRAL] Yeah, but it won't let me sign on with my original email. I mean original ID and password. It's asked me I need to set up my own, uh, uh, OSC, uh, OSC entry. I don't know. Tell me what to do, Tory.
[AGENT][NEUTRAL] Oh, yes.
[AGENT][NEUTRAL] Yes, I'm gonna tell you. OK, so.
[CUSTOMER][NEUTRAL] Tell me what to do, Tory. I went to, uh, I went to agent and broker. Help. So, all right.
[AGENT][NEUTRAL] Oh, got you.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. So you'll need to, you'll need to go through, um,
[AGENT][NEUTRAL] You're the agent, so what I'm gonna do is I'm gonna go ahead and transfer you to broker resources but where you'll need to go is when you get to that welcome screen there on the online service center you'll um.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right underneath the login to the left is a blue line that says create OSC account.
[CUSTOMER][NEGATIVE] Create your OCS account. Mhm, right, that's I've been doing that all day and it's not working.
[AGENT][POSITIVE] Yes, and now you're going to use.
[AGENT][NEUTRAL] Right now you're going to use your email address as your log in.
[CUSTOMER][NEUTRAL] Well, I have about 3 different emails so I've tried all 3 different ones and none of them work, so do I click on the agent?
[AGENT][NEUTRAL] OK. All right. Can you
[AGENT][NEUTRAL] Yes, sir. You're gonna click on agent.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey, I'm OK, I'm, I've done that now. I've clicked on agent, mhm.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, sir. And I'm gonna go ahead and, um,
[CUSTOMER][NEUTRAL] And then now it comes up and ask me for my name, OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] I'm jumping ahead of you. I know. I'm sorry.
[AGENT][NEUTRAL] That's fine. Go ahead. Because if I can't help you, I'm gonna make sure we get you help. I understand, sir.
[CUSTOMER][NEGATIVE] I'm very frustrated.
[CUSTOMER][NEUTRAL] So it comes it said enter my agent or broker account it asked for my last name so I put [PII]
[AGENT][NEUTRAL] OK. Yes, sir.
[CUSTOMER][NEUTRAL] That's my and it asked me for my social security number, so I'll put that in there.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] All right, and then it asked me for my zip code. Now, is it my office zip code or is it my personal home zip code?
[CUSTOMER][NEUTRAL] Probably my home zip code. OK, and what email do I have on record? So I have about 3 different ones.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And I've tried all three different ones. One is
[AGENT][NEUTRAL] OK, so let
[CUSTOMER][NEUTRAL] I'm sorry, go ahead.
[AGENT][NEUTRAL] I'll have to look, look you up. Um, what is your, no, you're fine. What is your agent ID number?
[CUSTOMER][NEGATIVE] I'll, I'll shut up.
[CUSTOMER][NEGATIVE] Oh my god, I knew you were gonna ask me for that. I don't have that here at the house with me, um.
[AGENT][NEUTRAL] That's what I'd have to look. OK, let me try to look by your name.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Give me just a second, let me.
[CUSTOMER][NEUTRAL] I think it's uh 802 something I don't know.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Well, get me where I need to be.
[CUSTOMER][NEUTRAL] Can you look me up by my social security number?
[AGENT][NEUTRAL] Yes, but I'll need to get to the correct screen to do that. So I'm trying to get over there. My computer's being just a little bit slow. I'm sorry.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] No problem, no problem. I'm really appreciative of you helping me doing this.
[AGENT][POSITIVE] Well, it's no problem at all. Let's see.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Well, every one of the guys at the office is saying it's not working, it's not working. I said, Well, I mean, did you call anybody?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, so I said, Well, I'll just call somebody.
[AGENT][NEUTRAL] And then you got me.
[CUSTOMER][NEUTRAL] Yeah, well, see if you got my, uh, I do get emails from you, uh, and it's [PII]. Now that's I do get emails from from [PII], uh, at that email that's the one at my office like I can tell you that for a fact. Let me go over here and double check. I'll look in my email app and the email is sent to.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] Yeah, [PII]. OK, that is that when you send me the commissions and, OK, so let me go back over here and let's get to that area. OK, so it's does it have to be capitalized.
[AGENT][NEUTRAL] Try that one.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] What does that say? Let me double check it's [PII]
[CUSTOMER][NEUTRAL] Come on.
[CUSTOMER][NEUTRAL] OK, it's [PII] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh do do do. OK, I'm gonna put capital in there [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] OK I'll put that in the email, OK?
[AGENT][NEUTRAL] OK. And.
[CUSTOMER][NEUTRAL] And then it asked me for my date of birth. Can you believe that? [PII], [PII]. I'm an old fart, OK? And then I'll click.
[AGENT][NEGATIVE] And I'm not able to pull you up without your agent ID number. I'm looking and there's not a way for me to do it.
[CUSTOMER][NEUTRAL] OK, OK, now it says.
[CUSTOMER][NEUTRAL] OK now it says complete your account set up so if I say continue.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Now it's asking me verification is needed, so, OK, so they need to send it to my [PII] [PII] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's gonna send a code to your email.
[CUSTOMER][NEUTRAL] OK at [PII].
[CUSTOMER][NEUTRAL] OK, so I'm almost like send me the verification.
[CUSTOMER][NEUTRAL] Do do do do alright let's see here.
[CUSTOMER][NEUTRAL] Any time.
[CUSTOMER][NEUTRAL] OK, Microsoft on behalf of American Public Life has a verification code [PII].
[CUSTOMER][NEUTRAL] This didn't didn't have a few minutes ago. [PII]. OK, let's do that copy. Go back over here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Put the verification code in.
[CUSTOMER][NEUTRAL] Uh, there we go, and then, uh, verify. I have to create a new password, right? OK, so.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, let's do it again.
[CUSTOMER][POSITIVE] And see this wasn't like this before, so that's good.
[AGENT][NEGATIVE] See, I haven't done anything to help you. You just needed somebody to be on the line with you.
[CUSTOMER][NEGATIVE] And it says you but you are helping me talking me through it now now display name is that the name I wanted to tell to for me to be [PII]?
[AGENT][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] Yes, and usually people use their um you can use your name or you can use your the name of your firm or whatever you would like to use there.
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Nah, I'm gonna use my name. I don't do firm stuff.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII], OK, [PII]. And then my given name is [PII].
[CUSTOMER][NEUTRAL] [PII] and then it says OK surname is that my last name? Yeah, yeah see OK so password password let me write that down so I don't forget it hold on.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, that's what that is. OK, now continue.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] Claim not verified.
[CUSTOMER][NEUTRAL] Really?
[AGENT][NEUTRAL] Claim
[CUSTOMER][NEUTRAL] Verification, that's what it says.
[CUSTOMER][NEUTRAL] It says verification code has been sent to your inbox. Please copy it to the input box below, which I did, and I clicked on verify passcode and it says email address verified. You can now continue so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It says change. Oh then I ask you to change the email. Well, I don't know my email, so I mean change email. No, I'm not gonna change email so my password please wait while we process. Oh my god. Oh yeah, now, now it comes out and says.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Agree to terms of use and I agree to the privacy policy. Can you believe that? So now I'm gonna have to use my email to get on every time, not my uh information, right? OK, now let's do a log on. See now it takes me to the log on screen and do you have to do a verification every single time?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, you're
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] You're doing it.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't think so. I don't think so. I think once you sign up for the first time.
[CUSTOMER][NEUTRAL] User details?
[CUSTOMER][NEGATIVE] Well, I did a log on again and now it's asking me to send the verification code again.
[CUSTOMER][NEUTRAL] Really, so I guess maybe that's gonna do that every time.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] That's kind of weird.
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] Yeah, I'd
[AGENT][NEUTRAL] I haven't been told that today is the first day that we're, I know today's the first day we're using it and you're the first agent I've had to help. I've done groups and individuals, but not agents yet. You're my first one, so.
[CUSTOMER][NEUTRAL] You're supposed to know this stuff, [PII].
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I'm always like being first. OK, here we go. OK, here's my new code. Let me put that over there.
[CUSTOMER][NEUTRAL] Copy
[CUSTOMER][NEUTRAL] And I'll go back over here.
[CUSTOMER][NEUTRAL] Uh, you've got me a lot further than I have been, so let me see here. Let's see pace.
[AGENT][POSITIVE] Well, I'm glad I have been able to help some.
[CUSTOMER][NEUTRAL] And verify code. Email address has been verified. You can now continue, so do continue.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I'm waiting now what's it gonna do?
[AGENT][NEUTRAL] It takes a little bit. It thinks a little bit during that part. I do know that much.
[CUSTOMER][NEUTRAL] Oh it does. OK, now I'm on the uh we value your privacy so dashboard if I click on agent.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Used to it would come up with a production agent, which one should I do production?
[CUSTOMER][NEUTRAL] I have no idea. It's thinking, I guess.
[AGENT][NEUTRAL] It's all brand new too, so when you get in there it's not gonna look like it used to look.
[CUSTOMER][NEUTRAL] OK, total compensation. What does that mean?
[AGENT][NEUTRAL] That is gonna be your.
[CUSTOMER][NEUTRAL] Over the last period.
[AGENT][NEUTRAL] Yes, for your, um, commissions, I believe.
[CUSTOMER][NEUTRAL] Oh yeah, so here you go April, OK, OK, I wanna see May well that's only that shows April compensation. How do I look at May compensation?
[AGENT][NEUTRAL] Can you do a search for the date?
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] Um, let's see, let's see, April, May, I don't know, I'm trying to figure out.
[CUSTOMER][NEUTRAL] What it is.
[CUSTOMER][NEUTRAL] OK, May, OK, May, let's click on that one.
[CUSTOMER][POSITIVE] OK, yeah, you know, it is different, but I can tell what it is. That's good.
[AGENT][POSITIVE] Awesome.
[CUSTOMER][POSITIVE] That is awesome. That's great. You're so wonderful, [PII].
[AGENT][POSITIVE] Well thank you and there's also a one click spot in there too for you to do claims if you need to do claims for any of your members and it's just a whole new world out there.
[CUSTOMER][POSITIVE] OK, awesome.
[AGENT][NEUTRAL] I hope you like it different like this.
[CUSTOMER][POSITIVE] Well, that is awesome.
[AGENT][POSITIVE] And it's easier
[CUSTOMER][NEGATIVE] Well, we'll see we'll see. I still don't understand the total compensation thing at the top.
[AGENT][NEUTRAL] For you?
[CUSTOMER][POSITIVE] But that's OK. Uh, I guess I'll play around with it and see what it is. So now I can see what I got on the [PII] and now I can see what I got on the [PII] half. So that's a good thing. That's what I really wanted to know, commissions by month, let's see here, what does that mean?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Up there at the total.
[AGENT][NEUTRAL] At the total compensation, do you see an eyeball?
[CUSTOMER][NEUTRAL] An an uh.
[AGENT][NEUTRAL] Little tiny eyeball.
[CUSTOMER][NEUTRAL] Uh, I see a little percent sign.
[CUSTOMER][NEUTRAL] I don't see a little eyeball. I see a little total compensation, a little eyeball. Mm mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh huh, I know at one point we were talking about um making it to where you had to click on an eyeball to see the amount because if somebody walked up on you while you're at your desk, you don't want people to know how much you're making. I don't know if they actually did that or not um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][POSITIVE] Oh yeah, yeah, that makes sense.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm, OK, well, now at least you at least you've given me uh a good.
[CUSTOMER][POSITIVE] A good, I feel good about this now. I know what it is, OK, and so now if I sign off, let's see, well, you know, let's see, I bet you like, but let me see if I can sign back on. I mean, well, that's alright. I can play with it tomorrow. You don't need to hang up. You don't need to hang on for me to do that, so unless.
[AGENT][POSITIVE] Well good good I'm glad I was able to help you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I don't mind hanging on with you and making sure you're comfortable all the way through.
[CUSTOMER][NEUTRAL] Alright, hold on just a minute then email address at all.
[CUSTOMER][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] And then my password, OK.
[CUSTOMER][NEUTRAL] Let's see if it signs me in without sending me a verification.
[CUSTOMER][NEUTRAL] Oh, you know what, let's see, you can't seem to find your account, so wait a minute, maybe it has to be cos like it was. That's really weird. OK, hold on.
[AGENT][NEUTRAL] Yeah, it's gonna be case sensitive.
[CUSTOMER][NEUTRAL] Yeah [PII].
[CUSTOMER][NEUTRAL] At
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, let's see this.
[CUSTOMER][NEUTRAL] It does require to send another verification code.
[CUSTOMER][NEUTRAL] Every time you sign on it's gotta do a verification code.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well.
[CUSTOMER][MIXED] Yeah, OK, well, well, it's gonna let me sign on. Well, that's good though, but at least I know what I'm, what I should be expecting, I guess, OK.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] I guess once you get in there, leave it open so you won't have to do it but once a day.
[CUSTOMER][POSITIVE] That's good.
[CUSTOMER][NEUTRAL] Oh, that's so weird. And then that's so weird, isn't it? But, and uh of course the guys I work with.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] It does it with our stuff too.
[CUSTOMER][NEUTRAL] Yeah, the guys I work with go, you know, um, uh, they've been sending out notices for, I don't know how long this is gonna happen. I said, Well, I don't ever remember looking at it because I just ignore it. I just go do what I wanna do, you know, so.
[CUSTOMER][NEUTRAL] But that doesn't mean that it's right, it's just what I'm doing.
[AGENT][NEGATIVE] You rebel
[CUSTOMER][POSITIVE] Yeah, I'm a rebel, but I'm glad that I'm glad I got it to work, so that's good.
[CUSTOMER][NEUTRAL] And so now let's see it's gonna sign me back on guess what it signed me back on after getting the verification code right good thank you very much I appreciate it now we we don't use, we don't use an ID and password now we have to use our email to sign on, so that's good, but I would like to have known that, so.
[AGENT][POSITIVE] Awesome.
[AGENT][POSITIVE] Good deal.
[AGENT][POSITIVE] Good deal. Well, you're welcome.
[AGENT][POSITIVE] That's right.
[CUSTOMER][POSITIVE] OK, I appreciate your help, [PII]. You have a good evening.
[AGENT][NEUTRAL] Yes, sir. Well, if you weren't a rebel, you would have seen the email.
[CUSTOMER][POSITIVE] You're absolutely right about that.
[CUSTOMER][POSITIVE] Alright you have a good one OK?
[AGENT][NEUTRAL] All right, well, you
[CUSTOMER][NEUTRAL] All right, bye bye.
[AGENT][POSITIVE] Take care, uh, you take care. Thanks for calling APL. I'm glad I was able to help you. Bye bye, sir.
[CUSTOMER][POSITIVE] Alright you too bye bye alright.
[CUSTOMER][POSITIVE] No problem.