AccountId: 011433970860
ContactId: 7c6db879-fe70-4740-93d9-411b3e3f390d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258010 ms
Total Talk Time (AGENT): 127587 ms
Total Talk Time (CUSTOMER): 109156 ms
Interruptions: 3
Overall Sentiment: AGENT=1.5, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/7c6db879-fe70-4740-93d9-411b3e3f390d_20250610T14:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um,
[CUSTOMER][NEUTRAL] What did you say your name was? I can barely hear you.
[AGENT][NEUTRAL] I'm sorry, [PII]
[CUSTOMER][NEUTRAL] This is [PII] with the care team at APL. I have a broker on the line who is trying to get access to her OSC account, and she has a group, um, that is also experiencing issues that she needs help with.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And her name is [PII].
[AGENT][NEUTRAL] Did you say [PII]?
[CUSTOMER][NEUTRAL] And do you need the group number?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] And what is the group number?
[CUSTOMER][NEUTRAL] The group number is 26859.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I will send her over. Give me just one moment.
[AGENT][POSITIVE] Thank you. OK, thank you.
[CUSTOMER][NEUTRAL] Hi [PII], I have someone from Broker Resources on the line. She'll be able to help you, OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you for holding. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you for holding.
[CUSTOMER][NEUTRAL] Good morning. Um, [PII] at Wraparound Experts, one of my groups, um, reached out to me and she is trying to sign into their, um,
[AGENT][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] Portal and she's getting a message that says an account could not be found for the provider user ID and she's using her email address and.
[AGENT][NEUTRAL] OK, and has she created a new one?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] A new ID or a new account?
[AGENT][NEUTRAL] Uh, like, reset up the account since the update last week, um, a, a email did go out that everything.
[CUSTOMER][NEUTRAL] Uh, no, probably not.
[AGENT][NEUTRAL] OK. So that would be, that, that would be why. So, um, with the updated OSC, everything has to be reset, um, and so she'll just need to go in and re-register.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] And if you have an email address, I can send you the step by step instructions.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] That would be great. So, um can you send them to me and her together? Or you just wanna send them to me? I'll forward them to her. That's fine. Um my email is [PII]
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] OK. Give me just a couple minutes and I will have that over to you and then if you guys have any questions, um just give us a call back. I will note um or ask you to make note.
[AGENT][NEUTRAL] When you got there, there's fields within the um
[AGENT][NEUTRAL] Like when it asks you to to reset it up that are not needed, only do name, date of birth, and email. Just leave the other fields blank that don't, that don't have asterisks because for some reason, um, when, when we, when you fill out the ones that don't have asterisks, it's causing errors, uh, which we are, we do know and are trying to work around that. But, um, so right now, just make sure you only fill out the, the required fields.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, and would that be why I'm not able to log into my broker dashboard as well?
[AGENT][NEUTRAL] Yes. So have you not set up a new one either?
[CUSTOMER][NEUTRAL] What do I need to do for that?
[CUSTOMER][NEUTRAL] No, I have not.
[AGENT][POSITIVE] A. OK, so yes, this, this step by step instruction will, uh, work for you as well.
[CUSTOMER][POSITIVE] OK perfect I appreciate your help today.
[AGENT][NEUTRAL] So, yeah. And then, like I said, if you have any other questions, um just give us a call back, uh, and
[AGENT][NEUTRAL] As long as you guys are only using, she had a separate email account set up right your group?
[AGENT][NEUTRAL] She wasn't using your your email, yeah, OK, so just make sure that you guys are using separate emails, yeah, OK, then you should be good to go.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No, correct.
[CUSTOMER][POSITIVE] Yeah, OK, sounds good.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] All right I appreciate your help.
[AGENT][NEUTRAL] Yes, ma'am. Bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.