AccountId: 011433970860
ContactId: ade8b5d0-c8fc-4cb1-908a-88e62f0158f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 764159 ms
Total Talk Time (AGENT): 370819 ms
Total Talk Time (CUSTOMER): 302361 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/ade8b5d0-c8fc-4cb1-908a-88e62f0158f8_20250602T22:26_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi [PII], it's Kiki and care team. How are you today?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][NEUTRAL] I'm here. It's Monday.
[AGENT][NEUTRAL] Are y'all getting a bunch of calls for MSC?
[CUSTOMER][NEUTRAL] Yes, and that's the one I have on.
[AGENT][NEUTRAL] Here we are today.
[AGENT][NEUTRAL] That's what I figured. That's what I figured.
[CUSTOMER][NEUTRAL] I have a
[AGENT][NEUTRAL] Ah, OK.
[CUSTOMER][POSITIVE] And luckily some people have been able to get on, so I don't care about groups or uh brokers, but I know that uh insurance I've been able to help a couple.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Well, that's good. Me too. I think I've had 22. That's OK, we'll get through it. Who, who do you got on the phone.
[CUSTOMER][POSITIVE] Yay.
[CUSTOMER][NEUTRAL] We will. Uh, Mr. [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] Yeah, OK, let me pull him up real quick, sorry, just one second.
[CUSTOMER][POSITIVE] Oh, you're good.
[AGENT][NEUTRAL] [PII] the 3rd, I found him at Forward Insurance. OK, I will take it. Yeah.
[CUSTOMER][NEUTRAL] The 3rd.
[CUSTOMER][POSITIVE] Awesome and do you need a callback number because I have it.
[AGENT][NEUTRAL] And is it the one on the screen, [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, OK, that's what I'm gonna go with. We're all good. Thank you so much.
[CUSTOMER][POSITIVE] Awesome thank you have a great one.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] Hi [PII].
[CUSTOMER][POSITIVE] Hey, good evening. How are you?
[AGENT][NEUTRAL] Good, how are you? This is [PII]. are you trying to get logged in on the OSC and having issues?
[CUSTOMER][POSITIVE] Oh yes, I am thank you. You, you must have a history of this today.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, it's our first we just went live so we've had a couple of people having problems, so we're trying to do some troubleshooting, so let me, let's see, um.
[CUSTOMER][NEUTRAL] Live, live, I think it's dead, it's not live.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Right, I know, right, because you can't get in there, so it's like not working.
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] So, so, OK, so today you have to register as a new user. So do you, are you on the website right now?
[CUSTOMER][NEUTRAL] I'm, I'm on the website and I've entered my name, social, uh, email, date of birth, and it tells me, oops.
[AGENT][NEUTRAL] OK, let's.
[CUSTOMER][NEGATIVE] It says no user was found.
[AGENT][POSITIVE] OK, open up a new just let's start over brand new. Can you close out of it and open up a a new browser they gave me a workaround and I wanna see if it works with you.
[CUSTOMER][NEUTRAL] Oh alright, hold on, just says register your account now or a account set up which one should I get on?
[AGENT][NEUTRAL] Um, go to, let me pull my screen up so I can see what what we need to do, sign in, let's see, yeah, create your OSC account.
[CUSTOMER][NEUTRAL] OK, that's another email. Let me, let me, let me drop down a couple of emails.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There's the webinar.
[CUSTOMER][NEUTRAL] All right, it says on, on the, on the monthly deal it comes out with commissions.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Click here to set up your account today. Is that is that a good spot?
[AGENT][NEUTRAL] Yeah, just go to [PII] yeah, secure a public sign up just uh we're on the sign up screen where you click log in and you have to select whether it's agency, agent broker or group are you on that screen?
[CUSTOMER][NEUTRAL] OK, that's, that's a different screen. I just got off of it. I'll go back.
[AGENT][NEUTRAL] Mm. OK, sorry.
[CUSTOMER][NEUTRAL] Account set up. There we are. OK.
[AGENT][NEUTRAL] Yes, yeah, yeah, yeah, so on the, OK, so you're trying to set up as an agent or broker, is that correct?
[CUSTOMER][NEUTRAL] All right, I'm there.
[CUSTOMER][POSITIVE] That's correct, yes.
[AGENT][NEUTRAL] OK, OK, so you'll click the agent or broker box and then you'll click next.
[CUSTOMER][NEGATIVE] It's not giving me that. It's, it says [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh let's see, hang on a second.
[CUSTOMER][NEUTRAL] Alright, OK, here's a login page.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] No, it's that that hasn't worked all day.
[AGENT][NEUTRAL] And you click on log in. OK, well, uh, what brow brows, OK, let's say what browser are you using? because I can get to it and I'm on I'm on Chrome.
[CUSTOMER][NEUTRAL] Yeah, hold on just a minute.
[CUSTOMER][NEUTRAL] I'm using, I'm on Chrome, nothing but Chrome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you went all the way out and you're
[CUSTOMER][NEUTRAL] Nothing but rub.
[AGENT][NEUTRAL] Are you coming back? So I would go all the way out, open up a brand new browser on Chrome and just type in.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] All right, hold on a minute.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, I'm there.
[AGENT][NEUTRAL] OK, and then that lady with the orange jackets on there, so above her head, click on sign in.
[CUSTOMER][NEUTRAL] No, no, this is some squirly guy with a beard.
[AGENT][NEUTRAL] OK, well, um.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] Does it say AP
[CUSTOMER][NEUTRAL] Did I click on for broken?
[AGENT][NEGATIVE] Uh, no, over to the left, it shouldn't have a sign in.
[AGENT][NEUTRAL] Is there see where it says sign in up there anywhere?
[CUSTOMER][NEUTRAL] No, honey, I, I clicked on.
[CUSTOMER][NEUTRAL] [PII] just like you said.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now there's a, there's a thing that says sign in is that what you want me to do?
[AGENT][NEUTRAL] Mhm, mhm, yeah, sign in, that's what I'm saying, click on the sign in.
[CUSTOMER][NEUTRAL] [PII]ght.
[AGENT][NEUTRAL] Does it say welcome to the online service center?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] It, it does.
[AGENT][NEUTRAL] OK, and then down below the log in it says create your OSC account.
[CUSTOMER][NEUTRAL] It does.
[AGENT][NEUTRAL] OK, click on that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And and then the next screen is, yeah, click on agent or broker and then hit the next button at the bottom.
[CUSTOMER][NEUTRAL] Agent or broker
[CUSTOMER][NEUTRAL] I've, I've done all that.
[AGENT][NEUTRAL] OK, so this time you're just gonna fill out your last name and let me see how we have your name in the system. We have your name in the system.
[AGENT][NEUTRAL] As [PII].
[CUSTOMER][NEUTRAL] All right, wait, oh, I didn't put the space in there, darn it.
[AGENT][NEUTRAL] So we're just gonna fill out the, we're just gonna, we're just gonna fill out the last name and then you're gonna drop down to the email and put your email. We have [PII].
[CUSTOMER][POSITIVE] All right, space for there.
[CUSTOMER][POSITIVE] That's correct, yes.
[AGENT][NEUTRAL] OK, you'll put that as your email address and then your date of birth. I have is [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, just fill out those 3 boxes. Those are the only 3 that have an asterisk on them and then click next and tell me what happens.
[CUSTOMER][NEUTRAL] OK dokey.
[CUSTOMER][NEUTRAL] Complete your account set up, says continue.
[AGENT][NEUTRAL] OK, so you should be getting an email to your address that has a pin number for you.
[AGENT][NEUTRAL] You should be here in a couple of seconds, you should get another email.
[CUSTOMER][NEUTRAL] OK, I didn't, I didn't click on continue yet.
[AGENT][POSITIVE] OK, click that. Yes, yes, yes, yep.
[CUSTOMER][NEUTRAL] Should I click on continue? Is that what you say? All right.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Verification is necessary.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Nothing yet from APL.
[AGENT][NEUTRAL] OK, it takes, I know it takes a couple of seconds from what everybody's been telling me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It didn't ask you to select anything on there, did it for the code to come to you?
[CUSTOMER][NEUTRAL] Let me go back.
[CUSTOMER][NEUTRAL] It says verification is necessary, put my email address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] When you did that?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, let's do that.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] I'm following everything you say.
[AGENT][NEUTRAL] Well, I can, I can't see that page. Yeah, I can't see that page, so I apologize. I should have asked you.
[CUSTOMER][POSITIVE] I'm, I'm doing it, yes.
[CUSTOMER][NEUTRAL] OK, OK, alright, now it says now it says send verification code right.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] We'll look, we'll look for it, see if, see what happens.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Wouldn't that blow you dress up?
[CUSTOMER][NEUTRAL] Uh, there's a verification code.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, let me flip over.
[CUSTOMER][NEGATIVE] Change passwords and throw up what? No.
[CUSTOMER][NEUTRAL] Doesn't say throw up at all, does it?
[AGENT][NEGATIVE] Hope not
[CUSTOMER][NEUTRAL] So the password has to be how many how many.
[AGENT][NEUTRAL] So, mhm.
[AGENT][NEUTRAL] So did it give you, did it give you a pin number?
[AGENT][NEUTRAL] And you put the pin number in? OK, OK, so now you're doing your password. OK, I think it has to be [PII].
[CUSTOMER][NEUTRAL] Oh, I've I've already
[CUSTOMER][NEUTRAL] Yeah, I've already done that.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] I think your password has to be 8 digits. Does it have a little box above it where you can click it and it tells you what the requirements are?
[AGENT][NEUTRAL] There's usually like a little I, OK, it should be [PII], I think it's OK. I think try [PII], try [PII].
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] No, ma'am.
[CUSTOMER][NEUTRAL] So many them passwords, OK, uh, how, how, how many, how many uppers, lowers and spunky.
[AGENT][NEGATIVE] I know, I can't keep up with them.
[AGENT][NEUTRAL] It has to be one uppercase, one uppercase, one number, and a special character.
[CUSTOMER][NEUTRAL] OK, let me, let me think about this for a second.
[AGENT][NEUTRAL] I know I have to do the same thing.
[CUSTOMER][NEUTRAL] Display name. Who, who, who's this, why am I displaying a name?
[AGENT][NEUTRAL] I guess I don't know. Does it, is it, is it required? I mean, I guess so. Hang on just a second.
[CUSTOMER][NEUTRAL] It's, it's an empty space, yeah.
[AGENT][NEUTRAL] OK, yeah, I just, I guess just put [PII], however you want your name to show up, or [PII] the Third, that's what we have, uh.
[CUSTOMER][NEUTRAL] Alright, let's say uh.
[CUSTOMER][NEUTRAL] OK, I'll just put, I'll put, I'll put.
[CUSTOMER][NEUTRAL] I'll put time on there and see what happens.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, just do that and see what happens.
[AGENT][NEUTRAL] I mean, I felt like I need to get more.
[CUSTOMER][NEUTRAL] They're processing the information.
[AGENT][POSITIVE] OK. That's a good sign.
[CUSTOMER][POSITIVE] I agree to the terms. Yeah, yeah, great to privacy. They were making progress.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I know, yay.
[CUSTOMER][POSITIVE] Your account's been successfully created. Hallelujah.
[AGENT][POSITIVE] Awesome. I'm so glad that worked. Mhm.
[CUSTOMER][NEUTRAL] So now,
[CUSTOMER][NEUTRAL] Uh, if I go to log in with my email address, it's sending, it's asking, it says send verification code. Is this gonna happen every time now?
[AGENT][NEUTRAL] Yeah, it's good, yep, it's a two-factor authentication, so go, go out of it and see if you can log back in. Is that what you're doing?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] Garbage, yeah, yeah.
[AGENT][POSITIVE] Yeah, let's see, let's just make sure you can get, yeah.
[CUSTOMER][NEUTRAL] Momento as they say here, all right.
[AGENT][NEUTRAL] Uh, in a moment though. Mhm.
[CUSTOMER][MIXED] OK, it may be slow, but it's really slow.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, I click on log in and that little little thing is just circling around like it's thinking and thinking.
[AGENT][NEUTRAL] That's what the last person told me and she didn't ever come back and confirm whether it actually went through. So I'm gonna pray that it goes through for you. So we're just gonna hang on for a couple more seconds.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah, me too, yeah.
[CUSTOMER][NEUTRAL] Where are you located?
[AGENT][NEUTRAL] Um, I'm in [PII].
[CUSTOMER][NEUTRAL] Oak [PII], yeah, OK.
[AGENT][NEUTRAL] Mhm, yeah, where are you at? You're in, let's see, [PII].
[CUSTOMER][NEUTRAL] I'm in the [PII], uh just east, east of [PII].
[AGENT][NEUTRAL] OK, OK. Is it nice and humid down there? It's humid here. We're gonna get some rain today.
[CUSTOMER][NEUTRAL] Always
[CUSTOMER][POSITIVE] It's warm
[AGENT][NEUTRAL] Always, yes.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Long time ago, I lived, lived in [PII] and I appreciated the Four seasons up there.
[AGENT][POSITIVE] Yeah, yeah, we definitely do get that.
[AGENT][NEUTRAL] We do. We're getting a lot of rain right now. It's like goodness, it needs to stop.
[CUSTOMER][NEUTRAL] Mhm it was this little deal is still cir circling around and it's, it's uh thinking or whatever.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I think I'll close out of it and try it again, OK?
[AGENT][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] I got your number though. I got your number.
[AGENT][POSITIVE] OK, I'm here. I'm here till [PII]. So if you have any problems, call me back, OK? You have a good day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Oh, I'm gonna hurry. All right, baby, you too. Thank you. Bye.
[AGENT][POSITIVE] Thank you. Bye bye.