AccountId: 011433970860
ContactId: adce032f-187f-46b6-894e-331d79e3966d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 479450 ms
Total Talk Time (AGENT): 215994 ms
Total Talk Time (CUSTOMER): 181658 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/adce032f-187f-46b6-894e-331d79e3966d_20250623T14:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi this is [PII]. Um, I had an account set up um with a username and password, and now when I go in to get my statements it there's this um online service center and it doesn't accept my email or or my password it's asking for my email first, which I didn't have to do that before, so I'm confused and I can't get in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yeah, we recently updated our online service center. We sent notification out to everybody if we had your current email address on file um letting you know that you have to re-register as a brand new user. So let me pull up your information real quick so I can validate what we have on our end. Give me one second here. Uh, do you know the tax ID number for your account?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] [PII] that's I'm not sure if it's set up under that wait a minute, let me think.
[CUSTOMER][NEUTRAL] Um, it might be my [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], there we go. Let's see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, plenty of mail, um, so let's see for your account we have [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that's the email. So what you'll have to do now, so this is your broker account, OK, so what you'll need to do is you'll have to go out to our website, the [PII] OK, go to the click the sign in tab.
[CUSTOMER][NEUTRAL] I'm there.
[AGENT][NEUTRAL] And then when you get to the next page, OK, the next page you're gonna to click on let me get mine now so I can follow along with you because I, I should know, but I've done it times.
[CUSTOMER][NEUTRAL] I'm, I'm there.
[CUSTOMER][NEGATIVE] When I do that um it has email address and password and I don't have that doesn't work.
[AGENT][NEUTRAL] Yeah, so what you, right, so what you wanna do is you wanna click on create instead of log in you're gonna click below that where it says create your OSC account because you have to re-register.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] As a brand new person.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then agent or broker, you'll click that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And then you'll click it and then you'll hit next.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] So you only want to fill in the information that has a red asterisk, so you wanna put your last name.
[AGENT][NEUTRAL] The email that I just verified and your date of birth.
[CUSTOMER][NEUTRAL] The email is [PII] correct.
[AGENT][NEUTRAL] [PII], yes.
[CUSTOMER][NEUTRAL] Yeah, yeah, OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, my date of birth.
[CUSTOMER][NEUTRAL] They're gonna send me a card.
[AGENT][POSITIVE] Right, no, um, you'll, uh, happy birthday.
[AGENT][NEUTRAL] And we're past that though that was in March, right? Yeah, um, so once you get once you get past that page once you get past that page, you're gonna have to request a pin, so it'll ask you, I think that I can't see the next page. I think it asks you for your email address again or something, OK.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][POSITIVE] Yeah, damn you're good.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Next page it asks for my email address and then it's setting up a password.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, yeah, yeah. And then you'll request a pin. You won't get a pin number, you have to add um authenticate.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So do I have to use the password it's putting in there?
[AGENT][NEUTRAL] Yeah, because you're setting up a new password.
[CUSTOMER][NEUTRAL] Right, so do I have to put the one that's generating or do I create one?
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] It's gonna have you create one. You're gonna put in a pin code and I think after that it has you create it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Second.
[CUSTOMER][NEUTRAL] I made up this great password now it's making me remember it again.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Claim not verified.
[AGENT][NEUTRAL] Claim not verified?
[CUSTOMER][NEUTRAL] Whatever that means.
[CUSTOMER][NEUTRAL] Email address, so it's not taking that email address.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, let's see you have, so do you have an agency account also?
[AGENT][NEUTRAL] Are you an agency owner or you just have a broker account?
[CUSTOMER][NEUTRAL] Now it's I gotta do a verification code.
[AGENT][NEUTRAL] Yeah, verification. OK, yes.
[CUSTOMER][NEUTRAL] Where does that come from?
[AGENT][NEUTRAL] It's gonna be go to your email that you, it's gonna go to your email that you set up with.
[CUSTOMER][NEUTRAL] Or we
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let me see if it comes there.
[AGENT][NEGATIVE] It takes a second for it to pop, there's a delay on it. That's what I've been told.
[CUSTOMER][NEUTRAL] Like it's on drugs.
[AGENT][NEGATIVE] Yeah, like it's slow moving for a minute.
[CUSTOMER][NEUTRAL] 805-301. Let's see if this works.
[CUSTOMER][NEGATIVE] OK, I did it the one that sent me and now it has claim not verified email address.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Did you get more than, did you, um, well, that's weird. [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So, did you get one pin number or did you get more than one? Did you just see one pin number come through? I'm just.
[CUSTOMER][NEUTRAL] Um, no, it, it's let me go forward now even though that was there.
[AGENT][NEUTRAL] OK, OK. What annoying. That's annoying goodness.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] Yeah, agree to terms of use and agree to privacy.
[AGENT][NEUTRAL] Mhm, mhm, mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Account has been created.
[AGENT][NEUTRAL] Right
[CUSTOMER][POSITIVE] That's so wonderful.
[CUSTOMER][NEUTRAL] OK, so now I'll try to log in again.
[AGENT][NEUTRAL] Yeah, I'll make you log back in.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Yeah, and it's gonna send me another verification code that's getting tiring.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Authentication, make sure the right person's logging in for safety.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Because these are such huge commissions.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I, yeah.
[CUSTOMER][NEUTRAL] OK yeah.
[CUSTOMER][NEUTRAL] 449216.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] Oh, I shouldn't have told you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][MIXED] I can't use it. It's all good.
[CUSTOMER][NEGATIVE] Wouldn't have been very safe and.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I think I'm there just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It's not it's acting like it wants to go to the dashboard but it ain't opening it yet.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You may, you may have to click to get to the dashboard to get it. OK, cool.
[CUSTOMER][NEUTRAL] There we go.
[CUSTOMER][POSITIVE] All right, I really appreciate you helping me through this you're very nice.
[AGENT][NEUTRAL] You're most welcome. You're most welcome. If you have any other issues or you can't access some stuff, just let us know. We're, we're still trying to troubleshoot some things, so, um, but yeah.
[CUSTOMER][POSITIVE] That's cool, thanks so much for being patient with me.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] You're most welcome anytime you have a great day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you, bye bye.