AccountId: 011433970860
ContactId: 81d91670-7fff-425a-b221-a74433b46819
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153839 ms
Total Talk Time (AGENT): 85256 ms
Total Talk Time (CUSTOMER): 61228 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/81d91670-7fff-425a-b221-a74433b46819_20250602T15:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. I'm a broker in [PII] and I'm trying to access the account to get our commission statement.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have a login but I don't have it where my username is my email. I have a different login. Can you help me?
[AGENT][NEUTRAL] Yes, so on Saturday we rolled out our new OSC portal, um, so are you the primary broker on the um account, do you know?
[CUSTOMER][NEUTRAL] No, no, it's, it's a, I'm his assistant.
[AGENT][NEUTRAL] OK, so, um,
[CUSTOMER][NEUTRAL] But I have a log in and he has a log in currently.
[AGENT][NEUTRAL] Yes, so, um, those logins are no longer, uh, effective, um, and so you'll have to create the new login and it will be based off of the primary broker's information for the agency and then um or the the broker and then so you'll have to use or he'll have to sign up on his through his email with his information and then he can add you to the account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, for the commissions as well?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so on this email that we just got, do I click the part that says set up your account?
[AGENT][NEUTRAL] Um, would you mind reading me the email that you received? I, I don't know what.
[CUSTOMER][NEUTRAL] Or click
[CUSTOMER][NEUTRAL] Yeah, it says your commission statement is now available for easy access click here to log in, don't have an account click here to set up an account.
[CUSTOMER][NEUTRAL] If you have any questions, email or call and that's the number I just called.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Um, yeah, I would set up try maybe setting up the email through that and see if that works, um, otherwise just our, our typical, uh, portal website will work as well.
[CUSTOMER][NEUTRAL] Say that again, that last part.
[AGENT][NEUTRAL] Um, so the, the email I would try the email that or the log in, uh, website that they provided you with, um, and see if that works or.
[CUSTOMER][NEUTRAL] Yeah, I did that but they're asking for they're asking for an email for the user name and I don't have that.
[AGENT][NEUTRAL] Yeah, are you able to are you able to do like set up a new user?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I would, I would go through that process and see if you can um log in through that way.
[CUSTOMER][POSITIVE] OK. All right, thank you.
[AGENT][NEUTRAL] Of course. Bye bye.
[CUSTOMER][NEUTRAL] Mhm bye.