AccountId: 011433970860
ContactId: 9ed98762-8c5e-4e3a-aecf-602069888efd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 460769 ms
Total Talk Time (AGENT): 195079 ms
Total Talk Time (CUSTOMER): 141264 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/9ed98762-8c5e-4e3a-aecf-602069888efd_20250617T19:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. I'm one of your brokers and I try to go on and look at my online statement, but I put my information in it's correct, but it always says it doesn't find me and it sends me the code, but it doesn't allow me to do anything.
[AGENT][NEUTRAL] So you're, you re-registered, so you're saying you reregistered on our website and when you get the code, it won't let you in?
[CUSTOMER][NEUTRAL] So just one.
[CUSTOMER][NEUTRAL] OK, yeah, so I, I said I tried, I tried to put in my email address password said it wasn't recognized. I was like, hmm, so I looked at what I wrote down. It was, it is correct. So I put, um, I put in lost password, [PII], and it sends me the code and then I, I click to go next and it says it doesn't recognize it, so I don't understand.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so let's look at your account because we have a new online service center, so everybody's having to re-register, so let me pull up your account. Give me just a second here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] with Ra Benefits, is that correct?
[CUSTOMER][NEUTRAL] No, um, no, say it again. I couldn't hear you with who?
[AGENT][NEUTRAL] Did you say, did you say your name? Did you say your name was [PII]?
[AGENT][NEUTRAL] Are you with Ra Benefits?
[CUSTOMER][NEUTRAL] Mhm. Yes.
[CUSTOMER][NEGATIVE] No, that's that's not correct, no.
[AGENT][NEUTRAL] OK. OK. What's your uh what's your ID your your tax ID number for your broker account?
[CUSTOMER][NEUTRAL] Um, [PII], that's what I use my social.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me pull it up just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, there you are. OK, um, you're in [PII], is that correct?
[CUSTOMER][POSITIVE] That's correct, yes.
[AGENT][NEUTRAL] OK, OK, so on our website we've updated it. So when you log in now you you're gonna be using your email address.
[AGENT][NEUTRAL] As your username, which we have is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Correct, I, I use that, uh huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, so you did go and you selected agent broker and you entered in your last name, your email, and your date of birth to reregister. You put all that information in already?
[CUSTOMER][NEUTRAL] And they said that it was already registered so.
[AGENT][NEUTRAL] OK, OK, let me look at another spot then. Give me just a second. I need to go see if I can see the admin screen. Give me just a second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm let's see age pen.
[AGENT][NEUTRAL] OK, your old account, your username is [PII]. OK, so now let me look at the new one.
[AGENT][NEUTRAL] OK, and nothing is showing up like you haven't registered.
[AGENT][NEUTRAL] So can you go to ww can you go to our website [PII]?
[CUSTOMER][NEUTRAL] OK [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so when you get there, click the sign on screen.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Click create an OSC account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Click agent broker and then next.
[CUSTOMER][NEUTRAL] Agent broker.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Just put in your last name.
[CUSTOMER][NEUTRAL] Into the information.
[AGENT][NEUTRAL] Just enter your last name, your email, and your date of birth. Don't put anything in the Social Security or the zip code box.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, it says complete your account set up, continue.
[AGENT][NEUTRAL] And then yeah it should ask you for a pin number on the next page. I think you have to request a pin number. I can't see the next page.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I just put in my new password.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] It says claim not verified email address.
[AGENT][NEUTRAL] Hm, and you did [PII]?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Let me see in there.
[CUSTOMER][NEUTRAL] OK, I have to get the verification code. OK, hold on, I'm sorry.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] It's a whole new process. Everybody's having to re-register like a new person.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm, I put it in, put the code and it says claim not verified.
[AGENT][NEUTRAL] Mm, I mean, so did it give you more than one, well, that's weird.
[AGENT][NEUTRAL] OK. I don't know why it would do that.
[AGENT][NEUTRAL] Last name.
[CUSTOMER][NEUTRAL] It it has under change email.
[CUSTOMER][NEGATIVE] I don't know why, why is it asking me to change the email.
[AGENT][NEUTRAL] I guess if somebody wanted to change it, but you wanna, you wanna leave it with [PII] unless you've used that to set up some other account with us, um, so I don't think you would have, right? That's only, OK, OK.
[CUSTOMER][NEUTRAL] Yes, that.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] So when you get the pen.
[AGENT][NEUTRAL] You don't need to change your email address, so what is it asking you to do?
[CUSTOMER][NEUTRAL] It just say claim not verified so um.
[AGENT][NEUTRAL] Claim not verified. That's weird.
[AGENT][NEUTRAL] OK, so do you have that, can you take a screenshot of that page?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, hold on. OK, I just, I put in my password again and for some reason it went through. I don't know if it was frozen, uh, I don't know.
[AGENT][POSITIVE] OK. OK. Well, OK, cool. Are you, so, OK, OK, perfect.
[CUSTOMER][NEUTRAL] So I agree to [PII]he terms of use of policy. OK, there it is. I'm good, thank you. I don't know maybe it was just locked. I don't know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No telling, no telling.
[CUSTOMER][POSITIVE] Thank you so much for your help.
[AGENT][POSITIVE] Yeah, you're most welcome you have a great day.
[AGENT][POSITIVE] Thanks for calling APL mhm thank you bye bye.
[CUSTOMER][POSITIVE] Thank you you too.