AccountId: 011433970860
ContactId: 828bbf51-35eb-46a7-8b33-52fd685c264a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310670 ms
Total Talk Time (AGENT): 115120 ms
Total Talk Time (CUSTOMER): 103737 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/828bbf51-35eb-46a7-8b33-52fd685c264a_20250603T15:42_UTC.wav
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[AGENT][NEUTRAL] Yeah, this is [PII].
[CUSTOMER][NEUTRAL] I'm sorry, you said this is [PII]?
[AGENT][POSITIVE] Yes, how can I help you?
[CUSTOMER][NEUTRAL] Hi this is [PII] over on the care team. How are you today?
[AGENT][NEUTRAL] Fine.
[CUSTOMER][POSITIVE] Glad to hear it. I've got um a broker on the line who is uh needing some assistance with uh setting up an OSC account.
[AGENT][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] OK, uh, her name is [PII]. Did you want her callback number?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Sure, so you guys aren't doing that anymore?
[CUSTOMER][NEUTRAL] Uh, I was told it was a broker then, uh, to be they would be sent to you.
[AGENT][NEUTRAL] Oh, well, so is she not on the phone, I would have to call her back?
[CUSTOMER][NEUTRAL] No, no, no, she is on the line. I just didn't know if you wanted to call back in case there was a disconnect.
[AGENT][NEUTRAL] Um, sure.
[CUSTOMER][NEUTRAL] OK, yeah, that's uh [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, are you ready for her now?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] APL, this is [PII].
[CUSTOMER][NEGATIVE] Um, yes ma'am, I'm trying to create our online service center account, um, and when I put in our information it's telling me like it's an error and says that it, it can't find us.
[AGENT][NEUTRAL] Um, are you trying to log in as an agent or an agency?
[CUSTOMER][NEUTRAL] I've actually tried both routes, but I started off as an agent or broker.
[AGENT][NEUTRAL] Are you an agent I work with?
[CUSTOMER][NEUTRAL] Um, I, I work for one.
[AGENT][NEUTRAL] OK, so you're gonna have to set it up like your agent, so underneath your agent, and then you'll have to add you as a user, so I'm assuming you're trying to use your email address.
[CUSTOMER][NEUTRAL] Um, I, I'm.
[CUSTOMER][NEUTRAL] I went with what I thought we had on file on record.
[CUSTOMER][NEUTRAL] Like I, I'm using
[AGENT][NEUTRAL] So for the agent, what since you're not the agent, what agent are you using trying to set up?
[CUSTOMER][NEUTRAL] it's [PII] and our agency is Advantage Care Benefit Services.
[AGENT][NEUTRAL] N S T H Y A T E S Y E A T E S.
[CUSTOMER][NEUTRAL] Y E A T E S.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And for him, are you using membership services at [PII]?
[CUSTOMER][NEUTRAL] You have membership services?
[CUSTOMER][NEUTRAL] As the email because we have so many um I was what we have currently is member services not membership so um.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] A
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] I did not try membership services.
[AGENT][NEUTRAL] Yeah, it says membership services.
[CUSTOMER][NEUTRAL] Ownership services.
[AGENT][NEUTRAL] And that's for the agency.
[AGENT][NEUTRAL] Oh sorry, that's for the agent um so that will work for [PII] trying to log in for him.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that was at [PII] or [PII]?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] In.
[AGENT][NEUTRAL] start
[CUSTOMER][NEUTRAL] OK, and then I'm gonna put in his birthday.
[CUSTOMER][NEUTRAL] There we go, OK, that was the issue there, that email address.
[AGENT][NEUTRAL] OK then now, so you have the one for the, the broker and so now you can go in and add like your email or something so that way you can log in um and then if you're trying to do one for the agency then you would have to use the email address that they have for the agency.
[CUSTOMER][NEUTRAL] OK, and so that'll be two different, it won't all tie together?
[AGENT][NEUTRAL] Uh.
[AGENT][POSITIVE] Yes, it should be a different one, but let's and the agency is advantage Care.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Let's see, let me check.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so Advantage Care is under member services and [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you use that email address that you send the agency.
[CUSTOMER][NEUTRAL] At Advantage Care.
[CUSTOMER][POSITIVE] Alrighty I'm gonna go ahead and give this another go and if I have any more problems I'll call you guys back.
[CUSTOMER][POSITIVE] All right thank you so much.
[AGENT][POSITIVE] Thanks a lot.