AccountId: 011433970860
ContactId: acb99dc3-f725-4125-8a13-c15c86953683
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 699359 ms
Total Talk Time (AGENT): 222739 ms
Total Talk Time (CUSTOMER): 268033 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/acb99dc3-f725-4125-8a13-c15c86953683_20250610T13:00_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? Um, I was calling because I wanted to know, do you guys recently changed your login, um, website?
[AGENT][NEUTRAL] We did.
[CUSTOMER][POSITIVE] Mhm. Oh, OK. That's very good.
[AGENT][NEUTRAL] Yeah, you're you're gonna have to create a new um.
[AGENT][NEUTRAL] A new account and it'll use, are you an agent or at a group?
[CUSTOMER][NEUTRAL] Uh, well, actually, both, I'm, um, I'm the reason I'm calling is because I'm, I'm an agent, so I, I tried to log in to the APL to give you the uh the actual name of the group and the account number and it's not letting me because they, they themselves having problems.
[CUSTOMER][NEUTRAL] Uh, logging in, so, uh, that's why I'm, I'm calling, um.
[AGENT][NEUTRAL] OK, and who am I speaking to?
[CUSTOMER][NEUTRAL] Excuse me?
[AGENT][NEUTRAL] Who am I speaking to?
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] And I'm calling with MHG services.
[AGENT][NEUTRAL] Alright, and what's your last name?
[CUSTOMER][POSITIVE] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull up some information, just a minute.
[CUSTOMER][NEUTRAL] Do you guys send out like any type of email or anything?
[AGENT][NEUTRAL] There were emails sent and on the online service center before we changed it over there was a notice that you had to click I no longer wish to see this saying that we were changing it on I believe it was [PII] it was the initial change but we we changed it.
[AGENT][NEUTRAL] A week ago.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said your last name was?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] I'm not finding you as an agent with us.
[CUSTOMER][NEUTRAL] I'm calling with MHG services.
[AGENT][NEUTRAL] All right, who's the writing agent for the group that you're calling about?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] That's the thing. I'm trying to log in and I I don't have access and that's what I knew.
[AGENT][NEUTRAL] OK, what is the name of the group that that's having problems?
[CUSTOMER][NEUTRAL] The name of the group is Naval and I pianti.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Can you spell that please?
[CUSTOMER][NEUTRAL] Sure. It's NA.
[CUSTOMER][NEUTRAL] V. like Victor A L.
[CUSTOMER][NEUTRAL] So the navel, and then that, that's all together. I
[CUSTOMER][NEUTRAL] And I'm sorry, IMC.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] NPI.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] See if I can pull it up.
[CUSTOMER][NEUTRAL] I know how to write it but hold on.
[CUSTOMER][NEUTRAL] Yeah, it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see if I find a good number because this lady texts me every day, so email me every.
[AGENT][NEUTRAL] Yeah, it's 2, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, who is it that's trying to create the account?
[CUSTOMER][NEUTRAL] Well, she, she had access before and um she couldn't. So her name is [PII], and the last name is [PII].
[AGENT][NEUTRAL] OK, and did she recently possibly change her email? It's going, your username is now going to be your email address, so she's gonna have to reregister using her email address.
[CUSTOMER][NEUTRAL] Well, that's the thing, she says she's, it says that user details account could not be found. The provider user ID email address verified. You can, you can now continue. It says um she's putting her email address and it's not, it says that it's not being found.
[AGENT][NEUTRAL] OK, is she using the [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, is there any way I can get you to send me the screenshots of what she's getting?
[CUSTOMER][NEUTRAL] Sure, let me actually I'm gonna forward you the email that she sent me. Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What's your email?
[AGENT][NEUTRAL] If you send it to [PII] for Florida sales, it'll be [PII] sales.
[CUSTOMER][NEUTRAL] If you
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, I'm gonna send it to you right now.
[CUSTOMER][NEUTRAL] I just send you the, I just forward you the email. It, I didn't include any like message or anything, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, that's fine, that's fine um now as far as being able to get access to the account, [PII] is gonna have to create his um.
[AGENT][NEUTRAL] Uh, blah blah bla I see that we've got domestic support as the email address.
[AGENT][NEUTRAL] Do you know who that goes to?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, that goes to um [PII].
[CUSTOMER][NEUTRAL] So it goes to like [PII] have access to it, so we
[CUSTOMER][NEUTRAL] [PII] is a writing agent but we handle like everything under that account.
[AGENT][NEUTRAL] OK, so the domestic support is the email address on file for [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and his account will be need to be created first and then if you're supposed to be a user he can add you as a user.
[AGENT][NEUTRAL] To the account and you should be able to see his groups that way.
[CUSTOMER][NEUTRAL] OK, what about this, this um [PII]?
[AGENT][NEUTRAL] I'm sorry, what?
[CUSTOMER][NEUTRAL] So what about, so I need to create it, we need to create an account first in order for her to be able to have access to her account?
[AGENT][NEUTRAL] No, under [PII] as the agent.
[AGENT][NEUTRAL] He can see all of his groups as an agent and if you're needing to see something on that group, you'll have to create that account as far yeah as far as the group creating their account I'm gonna send that to our IT department and see if they can troubleshoot why she can't get in.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, that's
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, because, um, I was a little. OK, so, uh, on my, on our end as an agent, uh, we have to create like, and where we go, um, I'm looking at there is a page called secured AM AMP.
[CUSTOMER][NEUTRAL] I'm sorry, [PII] login and it gave me, it gives me um it says create your OSC account.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Right, and so when you create that, you'll select the agent.
[CUSTOMER][NEUTRAL] OK, so it says agency and agent or or broker.
[AGENT][NEUTRAL] He's the broker.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you'll select next.
[CUSTOMER][NEUTRAL] OK, and then.
[AGENT][NEUTRAL] Yeah, so it'll need his last name, the email on record, which is that domestic support, and then his date of birth.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Social, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then with Gel that I just have to let her know that you guys um are working on it on troubleshooting the whole thing.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Uh, will you guys will send her like an email to her or?
[CUSTOMER][NEUTRAL] How would that work?
[AGENT][NEUTRAL] Yeah, I'll have um our care team follow up with her and, and let her know what they find.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Can I have like a, yeah, do you have like um
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] A reference number for this call?
[AGENT][NEUTRAL] I don't have a reference number, but my name is [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, alright, so I will, I will go ahead and let her know.
[AGENT][NEUTRAL] Alright, is there anything else I can help you with this morning?
[CUSTOMER][NEUTRAL] Uh, yes, let me ask you, she's, she's very, she's insisting that she needs to have this fixed as soon as possible because she wants to process the payment. If she does want to process the payment, would the other option is she will have to call you directly and and you guys process the payment on your end by giving if she give you like the account information.
[AGENT][NEUTRAL] I don't know that she can do that. um, when I get your email I'll go out to the team folder. I'll um send you a payment flyer, the different ways that she can submit a payment.
[CUSTOMER][NEGATIVE] OK, OK, well I hope one of them, I hope one of them is not logging in because she's having problems with it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Right, right, I get it, um, yeah, we'll we'll try and get that taken care of as quickly as we can, OK?
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] Thank you. You have a great day.
[CUSTOMER][POSITIVE] OK you too bye bye.
[AGENT][NEUTRAL] Bye bye.