AccountId: 011433970860
ContactId: b1bb6b2d-85e2-4d8e-9899-aec30805a81c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335679 ms
Total Talk Time (AGENT): 139240 ms
Total Talk Time (CUSTOMER): 98153 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/b1bb6b2d-85e2-4d8e-9899-aec30805a81c_20250603T19:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. How's it going?
[AGENT][POSITIVE] Good, how about yourself?
[CUSTOMER][NEUTRAL] Good, hey, I think you, uh, you guys recently changed your portal.
[AGENT][POSITIVE] Yes ma'am, we did.
[CUSTOMER][NEUTRAL] OK, because before it was using taking a user name now it's asking for an email so do those accounts automatically get migrated over or do we have to register again?
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] No, you have to create a new account for your login. It will be based off of your email, um, and, and remind me of your name.
[CUSTOMER][NEUTRAL] [PII], so.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The reason I ask is because I had two accounts with different user names.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I just wanna see um.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] How do I go about getting access to both accounts?
[AGENT][NEUTRAL] Yeah, let me pull you up in our system.
[CUSTOMER][NEUTRAL] And it's [PII] [PII]
[AGENT][POSITIVE] [PII] [PII] OK, perfect.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So I had an 01 and 02 account.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] For the broker and the agency, but then I also had.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Sure was the other one.
[AGENT][NEUTRAL] OK. And are you the agent or are you um
[AGENT][NEUTRAL] Like, are you the broker?
[CUSTOMER][NEUTRAL] The delegate
[AGENT][NEUTRAL] The delegate. What, what does that mean?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So, um, like I'm the account manager for the broker.
[AGENT][NEUTRAL] OK, OK, perfect. What is the broker's name?
[CUSTOMER][NEUTRAL] So the one for the 01 and the 02 is [PII] and then the one that was L Calloway 1 is [PII].
[AGENT][NEUTRAL] OK, and how do you spell um [PII] and Duga?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK. So is it [PII] you said?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it looks like [PII] is not a part of an agency, is that correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so, um, [PII] will have to create a broker's account, um, and then it looks like, um, [PII] is a part of an agency, so he will have to create an agency account.
[CUSTOMER][NEUTRAL] OK, [PII], we just did this.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Yeah, he, he will have to create an agency name and then that way he'll be able to see the groups on there and the commission for [PII], um, and then, uh, [PII] is gonna do, um, just a broker account.
[CUSTOMER][NEUTRAL] OK, so everything we had before that is void.
[AGENT][NEUTRAL] Yes, it will still you will still be able to see all of the previous um things that you had on the other OSC um we just changed to a new portal.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So is there um.
[CUSTOMER][NEUTRAL] Because I don't see anything on there like that's like first time user or anything like that.
[AGENT][NEUTRAL] Oh yeah, yeah, so are you on our our AM public website?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] It's the one that says welcome to the online service center.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, create your OSD account that OK.
[AGENT][NEUTRAL] Yes, yes, and then you do that and then um all of the information is based off of when you first signed up or the agents first signed up with APL um so the email address has to be the exact and then zip code name, everything like that.
[AGENT][NEUTRAL] And if you want I while you're creating those accounts, I can confirm or say no.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] OK, uh, yeah, I'm gonna have to call, uh.
[CUSTOMER][NEUTRAL] And then I'll let you know if I I guess if I have any problems with it.
[AGENT][POSITIVE] OK, um, there sounds good. Well, you have a great rest of your day, [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye.