AccountId: 011433970860
ContactId: a37d7eed-ce04-4eda-92d4-5508f88f3874
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 358600 ms
Total Talk Time (AGENT): 148686 ms
Total Talk Time (CUSTOMER): 112624 ms
Interruptions: 3
Overall Sentiment: AGENT=-0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/a37d7eed-ce04-4eda-92d4-5508f88f3874_20250602T12:57_UTC.wav
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[AGENT][NEUTRAL] Yeah, this is [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] APL, this is [PII].
[CUSTOMER][NEUTRAL] Hey, this is [PII]. I'm an agent in [PII], having issues logging into the new website. It says I don't exist.
[AGENT][NEUTRAL] OK, and you created a new account?
[CUSTOMER][NEUTRAL] I tried. I, I clicked on create your OSC account agent or broker. I went through all the steps and it said account could not be found.
[AGENT][NEUTRAL] So when you did create it's just weird that it's telling you account can be found when you're creating an account. So you went to the beginning you said create.
[CUSTOMER][NEUTRAL] I, I know.
[AGENT][NEUTRAL] You went through next, you put it all, you put all your information in and you make sure that your email address and your zip code match what is on file.
[CUSTOMER][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me, I'll just do it again.
[AGENT][NEUTRAL] And did you get to a page that says send verification?
[CUSTOMER][NEUTRAL] And actually, [PII] and insurance.
[CUSTOMER][NEUTRAL] Um, he's the vice president of the brokerage firm. He and I did it ourselves at the exact same time. Like I did mine, he did his. He came up with the exact same account could not be found or created.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so is it me to a page that says verification, like we're sending you an email verification code?
[AGENT][NEUTRAL] Are you're not getting to that port yet.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I already did that once, but I'm just redoing it while you're on the phone.
[CUSTOMER][POSITIVE] OK, my name, last name's right. So's right, zip.
[CUSTOMER][NEUTRAL] Work email, date of birth next.
[CUSTOMER][NEUTRAL] Complete your account set up, continue.
[CUSTOMER][NEGATIVE] Um, this time it didn't even give me a code.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just writing the.
[AGENT][NEUTRAL] The IT department
[CUSTOMER][NEGATIVE] Because it's not even letting us create an email.
[AGENT][NEUTRAL] Yeah, they just launched this today, so I believe everything you're saying, I'm just trying to get very intensive notes to pass on because they're asking us to ask what issues you guys are having, um, so let me see.
[AGENT][NEUTRAL] come because that department customer service opens at [PII], um.
[AGENT][NEUTRAL] So this time you didn't even get a code, right?
[CUSTOMER][NEUTRAL] I see, let me make sure I got a code the first time.
[CUSTOMER][NEUTRAL] Yes, I did get a code the first time.
[AGENT][NEUTRAL] OK, let me get your information. She told me to have an IT specialist call you. Please take your information and have [PII] give.
[AGENT][NEGATIVE] OK, so I hate to be this person cause I, cause I hate when I call people and they pass me around. They want me to get you to [PII]. She's the IT person who coincidentally created this new website, um, but she doesn't get to work till [PII]. That's the only bad thing, uh, Central time. So I didn't know if it's easier for you to call back in or for her to call you directly when she gets in.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 331 8.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes. And you can let her know I'm at.
[AGENT][NEUTRAL] OK, and then who should she ask for?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] You can let her know I'm out in enrollment.
[AGENT][NEUTRAL] So, I don't know if this is good or bad news, but she said that is an error that we've been receiving all morning. It should be something that I can fix real quickly. OK. Well, apparently she's heard this issue already this morning. So, she's gonna give you a call back.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Good, yeah, because my clients are having the same.
[CUSTOMER][NEGATIVE] Yeah, my clients are having the same problem.
[AGENT][NEGATIVE] I'm sorry. No, it's other brokers, not even just, oh, so your clients too can't even log in. So it's not even just on the broker's line.
[CUSTOMER][NEGATIVE] My clients are having the same problem.
[CUSTOMER][NEUTRAL] We
[CUSTOMER][NEGATIVE] Yeah, I tried to create my own account. I tried to create my own account, my own personal, and it, it didn't work.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh [PII]. OK, so this is, OK. Well, let me send her this other information too, to include that it's not just you, it's the clients as well. All righty, well, sorry about that, Mr. [PII]. Um, I'll have her give you a call back.
[CUSTOMER][POSITIVE] Alrighty.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Anyway
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah. Beautiful. All right, thank you. Yup, no worries. Bye.
[AGENT][POSITIVE] Thank you so much. Sorry about that.
[CUSTOMER][NEUTRAL] OK