AccountId: 011433970860
ContactId: 84cfcf9f-2746-462f-8ce6-59e6aaa622c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 625900 ms
Total Talk Time (AGENT): 320357 ms
Total Talk Time (CUSTOMER): 267372 ms
Interruptions: 10
Overall Sentiment: AGENT=0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/84cfcf9f-2746-462f-8ce6-59e6aaa622c0_20250602T20:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], hi [PII].
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Hey, I'm on your new, uh, uh, you know, you sent me my commissions for the month to click on. I couldn't get it to work, so I called in and they said, oh, I had to establish a new your website. I have to start over. So I'm in here now and I'm in uh step two and it asked me for my last name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah. Mhm. Yes.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My social doesn't you don't have to put a social because it's not uh doesn't have the red star. uh I put in my zip code I put in my date of birth.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I put in my email address [PII]. It's all correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When I hit next it says error no user found well I'm setting this up for the first time so you're not gonna find a user.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Well, we're having a problem still we're still having a problem because you're the second one. I've got I have 4 people have problems today. I got 1 of them in and the other one's getting the same message that you're getting and I haven't heard back from the other two, so hang on, let me look at your account real quick. So you're using [PII].
[CUSTOMER][NEUTRAL] Right, or, or.
[CUSTOMER][NEUTRAL] Yeah I went to create your OSC account mhm.
[AGENT][NEUTRAL] Yeah, and you clicked broker. Would you use broker or the agents? OK, broker and OK and you have [PII] as an email address, right?
[CUSTOMER][NEUTRAL] Yeah, agent or broker, uh huh.
[CUSTOMER][NEUTRAL] For my email I did right just I, I filled in last name and I just put [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] I didn't put my social because it doesn't require it. I went ahead and put in my zip code through.
[AGENT][NEUTRAL] I would put it in there.
[AGENT][NEUTRAL] I would go and put your social on there. OK. Well, OK.
[CUSTOMER][NEUTRAL] I don't put it anywhere. I don't have to.
[CUSTOMER][NEUTRAL] It doesn't require it though it's saying it doesn't.
[AGENT][NEUTRAL] OK. OK. OK.
[CUSTOMER][NEUTRAL] And then I'm putting in um [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. What zip code did you?
[CUSTOMER][NEUTRAL] OK, so I have all that in there it's asking me. I put in my.
[AGENT][NEUTRAL] What zip code did you put in?
[CUSTOMER][NEUTRAL] [PII] that's my new house that I moved into. I had given you guys my new address.
[AGENT][NEUTRAL] I have, we have [PII].
[AGENT][NEUTRAL] OK, we have [PII] for the business address.
[CUSTOMER][NEGATIVE] Um, no, [PII] is my business address to my PO box. I don't know that address here. Uh, that's, that's not correct.
[AGENT][NEUTRAL] OK, we have your
[AGENT][NEUTRAL] OK, I guess we, OK, we have [PII] with the [PII] and then we have your home address as the [PII] address.
[CUSTOMER][NEUTRAL] Yeah, that's, yeah.
[CUSTOMER][NEUTRAL] OK, well I could update all that with you right now um I don't, that's the [PII] office and since I moved.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Uh, up here I don't ever go there, so that wouldn't be me.
[AGENT][NEUTRAL] So do we, OK, do we get, do we ever, OK, I'll have to have lovely updated. So is everything now going to your, I don't know if we have to have a physical address when you've got a PO box, but I'll verify all of that.
[CUSTOMER][NEUTRAL] Well, I have, I have a I have a home address I can give you my home physical address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The city is [PII]. It's [PII].
[CUSTOMER][NEUTRAL] [PII] and the zip code here is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see. OK, let me just see if I can update that if they'll let me do it. I don't know if I'm supposed to do but.
[CUSTOMER][NEUTRAL] Alright, hold, hold on one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's I'm here.
[AGENT][NEUTRAL] I'm gonna see if it lets me change it.
[CUSTOMER][NEUTRAL] So what
[AGENT][NEUTRAL] I'm trying to see if it'll let me change it. Give me just a second.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is that the right, did I get that right? The zip code [PII]?
[CUSTOMER][NEUTRAL] That's my physical home address, right? If you want my business address, it's a PO box.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, same.
[AGENT][NEGATIVE] No, I'm getting an error message on the email the zip code it's saying that that's not recognized. Oh, never mind, I see what I did. Hang on.
[AGENT][NEUTRAL] Now let me try it.
[AGENT][NEUTRAL] OK, there we go. Let me see if it lets me change it. Give me just a second. I think it let me change it, yeah, hang on just a second.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Fingers crossed. Let's see. OK, go back to the screen.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, try the, try the [PII] uh uh zip code in there.
[CUSTOMER][NEUTRAL] OK, I have the [PII] in here. I have [PII]. I have [PII] and [PII] date of birth.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], let me make sure [PII]. OK, send me a screenshot. Will you email me that just can you, you can email that to me without it going through a secure email, right? Just send it to me directly, the screenshot.
[CUSTOMER][NEGATIVE] No, it still says error.
[CUSTOMER][NEUTRAL] I have no idea um I'm not sure about that.
[AGENT][NEUTRAL] OK, just send it, just send it to [PII]. Just send it to [PII] saying that you're still having a problem getting in. I'm gonna have to report it because I don't we have your date of birth correct, the zip code's correct. I mean, but everybody else is putting their social security number in there, but you're saying it's not required, so I don't know if that has something to do with it.
[CUSTOMER][NEUTRAL] I did, I did, but it didn't matter.
[AGENT][NEUTRAL] Which, which the is it the [PII]?
[CUSTOMER][NEUTRAL] I did, but it didn't matter. Should I?
[AGENT][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is it the [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yeah, that's it. OK, OK, well we've just verified all your information is correct, so I don't know why you can't get on. So send an email to the Florida sales folder and I'll grab it and get it over to our technical team, and then I will follow back up with you as soon as they give me something to tell me that something's going on because you're the 3rd 1 now that I have that can't get in, so I'm so sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I don't even know how do I take a screenshot of this?
[AGENT][NEUTRAL] Do you need me to
[AGENT][NEUTRAL] Um, so in your, in your, um, on your computer you should have like a search thing and you can type in snipping tool or snip snipping, and you should have like a toolbar that comes up.
[AGENT][NEUTRAL] And you click on it,
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Snipping tool, yeah, I see snipping tool.
[AGENT][NEUTRAL] OK, so click on snipping tool and then a box.
[CUSTOMER][NEUTRAL] OK, press the window logo and shift. Press the window logo key and shifts to start snip.
[AGENT][POSITIVE] Yeah, try that. Usually, usually just highlight whatever you want, yeah.
[CUSTOMER][NEUTRAL] But the window load OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Print the logo plus alright so I shift.
[AGENT][NEGATIVE] Does it not have a new plus button up in the top left hand corner?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah it does uh huh.
[AGENT][POSITIVE] Yeah, click on it, so get your document up, click on new and then it'll kind of go gray and there'll be a plus thing on your screen and you just highlight the whole picture and it should snippet.
[CUSTOMER][NEUTRAL] I see. OK, I'm highlighting the whole thing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then as soon as you finish, let off your
[CUSTOMER][NEUTRAL] Oh, am I doing the one am I doing the one that has my information on it or am I doing the next page?
[AGENT][NEUTRAL] The one that has the error message.
[CUSTOMER][NEUTRAL] OK, so that's the next page.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So let's go to next.
[CUSTOMER][NEUTRAL] OK, that just says, oh, I don't let's see next that just says error.
[AGENT][NEUTRAL] Yeah, I just sent that error message and then.
[CUSTOMER][NEGATIVE] OK, and now it has error and I gotta go back and put in snip is that what you're saying?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, just get the snipping tool, click on new, it'll highlight and just just drag your parser what you want to highlight. Mhm.
[CUSTOMER][NEUTRAL] Snipping tool, OK, new.
[AGENT][NEUTRAL] You'll, you'll left click and drag and then when you let off, it should give you a picture of it.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] OK, I did, yeah, got it.
[AGENT][NEUTRAL] OK, and then, and then you can just click copy you can right click and and a box will drop down and click copy and then just paste it in the email, create a new email and then just right click and paste it in there.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I've got it all ready. So how do you paste it in there? Control V?
[AGENT][NEUTRAL] Um, yeah, you can try that. Yeah, control P or you can right click on your mouth and then there's a paste option. Mhm. OK, there you go. Cool.
[CUSTOMER][NEUTRAL] Yeah, Control, yeah, I did it with Control V. It did it, yeah.
[CUSTOMER][NEUTRAL] So send that to the Florida team.
[AGENT][NEUTRAL] Yes, you told me you're unable to log in you're getting this error message and we will send it on over to our technical team and figure out what's going on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, A uh APL login issue.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, yes, did you need me to look anything up for you? Do you need me to look at? Do you need me to send you anything or look at anything? OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, I was just trying to, I just wonder what the last commission thing was because I couldn't open it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And did we ever update you on that group from last week? Did you ever hear back from [PII] or [PII] on that um.
[CUSTOMER][NEUTRAL] No, never did. No, that was, uh, that was, um, Barry Brown Marine.
[AGENT][NEUTRAL] OK, OK, I'm.
[AGENT][POSITIVE] Yes, OK, I'm gonna follow up on that now. I'll get back with you today. Sorry about that. I don't know why we were supposed to get back with you. I'll go see what's going on, OK.
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][POSITIVE] All right, I'll talk to you soon. Thank you. Bye. mhm, bye bye.
[CUSTOMER][POSITIVE] Perfect, thank you.
[CUSTOMER][POSITIVE] Have a good one thank you much bye bye.