AccountId: 011433970860
ContactId: b53b502d-f332-43cb-82ad-e2f2bb2b7623
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 687250 ms
Total Talk Time (AGENT): 268910 ms
Total Talk Time (CUSTOMER): 250022 ms
Interruptions: 4
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/b53b502d-f332-43cb-82ad-e2f2bb2b7623_20250603T13:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hey, good morning, [PII]. My name is [PII] and I um
[CUSTOMER][NEUTRAL] We're agents here for APL in [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um you guys have a new website set up and I set it up and I can't see any of our accounts so I'm not sure if I did something wrong so are you able to help me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so you set up an account, um, and it the login went through and everything.
[CUSTOMER][NEUTRAL] Yes, no, the one to, yeah, go ahead.
[AGENT][NEUTRAL] OK, and then you
[AGENT][NEUTRAL] No, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] The agent who signs everything is [PII]. I am also an agent, but I signed do everything under [PII]'s name. So even when I check it, I'm checking status of everything. I do all the admin for our company. So I don't know if I set it up wrong and I'm seeing active agents one and when I click on it I see her name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But then I don't see any of our groups. It says active group 0 inactive zero.
[AGENT][NEUTRAL] OK, let.
[CUSTOMER][NEUTRAL] So I'm not sure if I did something wrong.
[AGENT][NEUTRAL] Let me put you on a brief hold, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], do we know why people aren't able to see their groups?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Her her name is [PII] and then she's Spanish and I can't pronounce it. She's like [PII] like that.
[AGENT][NEUTRAL] She said that she registered the primary broker and now she's registering and there's no active groups in there.
[AGENT][NEUTRAL] OK, OK.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] I'm here, yes.
[AGENT][NEUTRAL] OK perfect so um you registered the primary brokers uh.
[AGENT][NEUTRAL] Um, OSC account correct?
[CUSTOMER][NEGATIVE] I don't know. I wondered if I did something wrong. That's why I'm not seeing it, um, and I don't even know what I did. I went and I register and I put in my email address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Did I put in the, I put in my email address and all of and passwords and everything. I created a new password.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you um do you by chance know any of the group numbers that you are a broker of?
[CUSTOMER][NEUTRAL] Yeah, um, I do. Give me a second. Where is it?
[AGENT][NEUTRAL] OK. I just need like 1 or 2.
[CUSTOMER][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] OK, so 25929 is Hamman and Associates.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then another one you want?
[AGENT][POSITIVE] Uh, yes, just another one would be great as well.
[CUSTOMER][NEUTRAL] OK, let me give you another one.
[CUSTOMER][NEUTRAL] And another one is.
[CUSTOMER][NEUTRAL] 22782
[AGENT][NEUTRAL] OK, let me take a look at these.
[CUSTOMER][NEUTRAL] Yeah, one is Hamman and Associates and the other is Lighthouse of Broadway.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so for Hammon and Associates I'm seeing [PII] as the agent on that, um.
[CUSTOMER][NEUTRAL] Yeah, I uh she signs everything.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK, so that might be why if it's under her name, it will be under her login.
[CUSTOMER][NEUTRAL] So she doesn't log in.
[CUSTOMER][NEUTRAL] So should I go ahead and she doesn't log in. I'm trying to enter a new hire for one of our groups, [PII], and that's where I realized something is different. So the portal is different now.
[AGENT][NEUTRAL] Is
[AGENT][NEUTRAL] Yeah, if
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, so it looks like your email, your email is um the email for uh the group. So if you let's see under her name.
[CUSTOMER][NEUTRAL] So how do we fix this?
[CUSTOMER][NEUTRAL] A [PII].
[CUSTOMER][NEUTRAL] I mean, if you have to send something to her, that's fine, she'll send it to me.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, so you, you may have to create her brokerage or her agent account. Um, it looks like it's still like her brokerage account is under your email, um, so we may have to change it to a different email address just because one that we can only have one email per account so um it would just be the user name is the email now.
[CUSTOMER][NEUTRAL] So I, I, so I'm on the page [PII].
[AGENT][POSITIVE] Yes, yes, yes.
[CUSTOMER][NEUTRAL] So I'm seeing brokers, which one do I click on for brokers?
[AGENT][NEUTRAL] Let me pull, let me pull it up real quick.
[AGENT][NEUTRAL] Yes, so you would pull up the broker.
[AGENT][NEUTRAL] Um, and you create.
[CUSTOMER][NEUTRAL] It says for broker broker resources.
[AGENT][NEUTRAL] Um, so you go to
[CUSTOMER][NEUTRAL] Online service center.
[AGENT][NEUTRAL] So you go to um create your OSC account and then you sign up as an agent or broker.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] Agent, let's see.
[AGENT][NEUTRAL] And then you just need to do her last name, email and record, and then her birthday.
[CUSTOMER][NEUTRAL] OK, so when
[CUSTOMER][NEUTRAL] I, I didn't get to that. I got to the dashboard and then I see that it says dashboard agents groups resource center settings and help.
[AGENT][NEUTRAL] Oh, so you're you're logged in, you're already logged in probably to your account?
[CUSTOMER][NEUTRAL] I feel like I need to be on myself.
[CUSTOMER][NEUTRAL] So I need to go all the way out and come back in.
[AGENT][NEUTRAL] Yeah, you need to, yeah you need to sign out of your account and then create an account for her.
[CUSTOMER][NEUTRAL] Or sign on.
[CUSTOMER][NEUTRAL] OK, let me find out um.
[CUSTOMER][NEUTRAL] Log out. OK, so then I go and I log in and I create an account first, so I put her her email address.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, but, um, the issue is is your email is under her.
[AGENT][NEUTRAL] Her name
[AGENT][NEUTRAL] Just double check.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me double check this.
[AGENT][NEUTRAL] Yeah, so your email is under her account, so you, we will need another email to create an account for that account.
[CUSTOMER][NEUTRAL] I put her email address.
[AGENT][NEUTRAL] It won't work unfortunately um because in our system we have your email so if you wanna send me an email with her email address we can have that updated so that way you can create her account.
[CUSTOMER][NEGATIVE] I'm confused. Send you, what do I send it?
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Just, just send me a new email address for [PII] uh because we currently have your email address as her email.
[AGENT][NEUTRAL] And so your email address can only be for one log in.
[CUSTOMER][NEUTRAL] So is there any way you can just take me out of the equation altogether?
[AGENT][NEUTRAL] Um, since you already created an account, I can't deactivate that account.
[CUSTOMER][NEUTRAL] So send you an email address for [PII].
[AGENT][NEUTRAL] Yes, so it
[CUSTOMER][NEUTRAL] A different one from the sea.
[AGENT][NEUTRAL] Yes, so if, if, um, [PII], you wanna provide [PII]'s email, then we can update her um email address to that and then you could create an OSC account for that.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, how about [PII]?
[AGENT][NEUTRAL] OK, would you mind sending that to me in an email?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] OK, so what's your email?
[AGENT][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And should I put a subject with [PII] Financial or something like that?
[AGENT][NEUTRAL] Uh, yeah, if you wanna just say um update.
[AGENT][NEUTRAL] At [PII] email.
[CUSTOMER][NEUTRAL] You see, and that's a personal email but.
[CUSTOMER][POSITIVE] Eventually I would want to take my name out and then put her name in. The guy was working fine all the time.
[AGENT][NEUTRAL] Yeah, we
[CUSTOMER][NEUTRAL] Before you guys decided to change everything.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] I'm gonna send that to you now.
[AGENT][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] So I just did.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK perfect I got the email and I will pass that along to our IT department.
[CUSTOMER][NEUTRAL] OK, so should I wait or?
[AGENT][NEUTRAL] Um, it will take a little bit, um, so I can, um, we can send you an email once it's been completed.
[CUSTOMER][NEUTRAL] And then I can go and sign in and set her up with the [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye.