AccountId: 011433970860
ContactId: bb06050f-d233-4f87-84c7-cf1454908db6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 2188889 ms
Total Talk Time (AGENT): 987905 ms
Total Talk Time (CUSTOMER): 989002 ms
Interruptions: 33
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/bb06050f-d233-4f87-84c7-cf1454908db6_20250603T18:23_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] We want this.
[CUSTOMER][NEUTRAL] Anatala in [PII] so spice court.
[AGENT][NEUTRAL] Buenos Aires.
[CUSTOMER][NEUTRAL] Auto um you say it's an implement and don't I will paronda I lose losing voices to be.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 13.
[CUSTOMER][NEUTRAL] Pero condolo yep billing.
[AGENT][NEUTRAL] In [PII].
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] S.
[CUSTOMER][NEUTRAL] Benkiretosincuenta.
[AGENT][NEUTRAL] to permit.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sunshine Spies Corporation.
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] When not come on no no notes on the elli boys over that.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII] they are to you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, put it all in for information on yere.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Peros and my son and apaina and home products about APL announcement billing business support claim support enrollment and training. Let's it's called billing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In is a topics.
[CUSTOMER][NEUTRAL] I selection.
[CUSTOMER][NEUTRAL] show.
[AGENT][NEUTRAL] OK, and this is not the access over el el la cuenta para el mes deju.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Perfect. I can erpago um portlementele informal los pagos er solo atrave the um terito or the devito is a well form and unaopia.
[AGENT][NEUTRAL] They'll they'll invoice thee Auora electronica.
[CUSTOMER][NEUTRAL] Pero porque porques implementation porque.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Clarolo queso on the el bijo website enuevo andino get to a via a muchosososanodo cerque algubo quenosta permit and delete er er access to direct a mental invoice.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, but it's a, it's a, it's a pagojetatino cargo.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] A so no no no informacion the tournament.
[CUSTOMER][NEUTRAL] People can no no no you know mhm.
[AGENT][NEUTRAL] Lalas.
[AGENT][NEUTRAL] Hey, no like momento.
[CUSTOMER][NEUTRAL] OK, we need them.
[CUSTOMER][NEUTRAL] Uh, just go especially mama already you know interpret interpreter I don't pay off.
[CUSTOMER][NEUTRAL] I still don't interpret the which one.
[AGENT][NEGATIVE] Nian see buenosa bueno aos in communication coming parapopretation and information permit ja transfers.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thank you for calling Easylife. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, good afternoon. I'm sorry, who's this?
[CUSTOMER][NEUTRAL] This is [PII] in the billing department. How can I help you?
[AGENT][NEUTRAL] [PII], how are you doing? This is [PII] from Claims.
[CUSTOMER][NEUTRAL] Oh, what's up?
[AGENT][NEUTRAL] Yeah, everything's fine. How about yourself?
[CUSTOMER][POSITIVE] Doing all right. It's been crazy a couple of days because of the launch and everything.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Can't imagine, yeah. Um, [PII], the reason I'm calling is because I have a um a group number 23,250 on the line.
[AGENT][NEUTRAL] Um, the person on the line is uh [PII].
[AGENT][NEUTRAL] Not sure if she's the contact we have in the company.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] we have a [PII].
[AGENT][NEUTRAL] You have [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], what's her last name?
[CUSTOMER][NEUTRAL] Um, it looks like [PII].
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, I don't know why it's Ms. [PII] on the line, but, um, basically, so the reason she's calling is because she went online to see if she can uh retrieve the information of the invoice for June.
[AGENT][NEUTRAL] But you know, with the new system, the new website.
[AGENT][NEGATIVE] Apparently she's unable to see the the invoice.
[AGENT][NEUTRAL] I told her that she
[CUSTOMER][NEUTRAL] Yeah, she
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh sorry, go ahead.
[AGENT][NEUTRAL] No, no, yeah, I was, I was, I told her that um it will be.
[AGENT][NEUTRAL] Probably she will have to pay uh with a credit card or a debit card.
[AGENT][NEUTRAL] For the invoice and also we're gonna send a copy of the invoice to her email so she can see, you know, all.
[AGENT][NEUTRAL] What is the what is the invoice for this month?
[CUSTOMER][NEUTRAL] Well, it's working now but she just has to create a new account so they have to sign out and go to to create a new account and then they just enter in their information like the email and the phone number and the zip code that we have on file and they'll let them get into view and pay their invoices.
[AGENT][NEGATIVE] Actually, she told me that she already did that and for some reason she's still unable to see the invoice on.
[AGENT][NEUTRAL] In the system.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Can you see the invoice there?
[CUSTOMER][NEUTRAL] 232
[CUSTOMER][NEUTRAL] Um, that's what I'm looking to see, 23,250.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, OK, so she does have an invoice for June, um, there, uh.
[AGENT][POSITIVE] Absolutely
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I can help, but, uh, you would have to stay on the line, I guess if she doesn't does she speak English or no?
[AGENT][NEUTRAL] Uh, she said she speaks a little bit. Um, but I told her that if, if she needs me, I, I can, I can be on the line and translate for her.
[CUSTOMER][NEUTRAL] OK, because I'll need to see, figure out what screen she's on and like what she's looking at and to help her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got it. Um.
[AGENT][NEUTRAL] Let me see if I can
[AGENT][NEUTRAL] Bring it back. Um, how do you do, you do join, right? I think so.
[AGENT][NEUTRAL] That's yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, I think she's on the line, [PII].
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] Um, give me one second, um, [PII].
[CUSTOMER][NEUTRAL] See naming.
[AGENT][POSITIVE] Perfect [PII] and a billing sores bree as well as con conti con to a voice solamente may amo mean que alcercia selling voice and system solamente que a am indicava loquesequere cerras yabri unas va.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][POSITIVE] OK great.
[AGENT][NEUTRAL] Useado aviareaddo el el us.
[CUSTOMER][NEUTRAL] Hm hm.
[CUSTOMER][NEUTRAL] See but I see no.
[CUSTOMER][NEGATIVE] This government takes no la.
[AGENT][NEUTRAL] Plato.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Pero will be a a lapaina and contrasia will be a logging like Chico aparesi is com par par lore put in pa.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, look at me something on the order yeah.
[CUSTOMER][NEUTRAL] Me.
[AGENT][NEUTRAL] Sipo deceretamos and a line gusa.
[CUSTOMER][NEUTRAL] I don't need that.
[AGENT][NEUTRAL] To come.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Uh, [PII], she was explaining to me that um she was trying to use, you know, the old login.
[AGENT][NEUTRAL] Um, but for some reason, she wasn't able to use it, so, uh, she called us before and someone explained her how does she have to do it and with the new, with the new system.
[AGENT][NEUTRAL] She was able to get on in to get in, um.
[AGENT][NEUTRAL] But like I said before, she still is, is cannot see the bill, the invoice.
[CUSTOMER][NEUTRAL] I guess
[CUSTOMER][NEUTRAL] What screen is she on right now? Like what is she looking at?
[AGENT][NEUTRAL] What is what?
[CUSTOMER][NEUTRAL] What screen is she on right now? Like, what is she looking at? Like what does she see on her screen?
[AGENT][NEUTRAL] Well, I just told her that if, if it's possible for her to log off completely and try to log in again, maybe that will refresh the information.
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] try to log it in that.
[AGENT][NEUTRAL] So I'm not sure exactly. um, let me ask you.
[CUSTOMER][NEUTRAL] Yeah, I just need to know like what she sees because it's possible that her account isn't created yet or that maybe she's just not going to the right place so that's why I just need to know like what she can see so I can help.
[AGENT][NEUTRAL] Got it. Let me, let me ask her.
[AGENT][NEUTRAL] Uh, era loo me preuntami companera tea devinosla el website la paella questa a momento loquesapanta.
[CUSTOMER][NEUTRAL] D
[CUSTOMER][NEUTRAL] mimanda and then they say APL Welcome to the APL resource center.
[AGENT][NEUTRAL] OK, she said that she's on the research center.
[CUSTOMER][NEUTRAL] Is it the online service center provides.
[CUSTOMER][NEUTRAL] OK, she needs to go to if you see something that says invoices.
[AGENT][NEUTRAL] But this company just aestania on these invoices or what it was.
[CUSTOMER][NEUTRAL] Or dashboard.
[CUSTOMER][NEUTRAL] Dashboard.
[AGENT][NEUTRAL] That una uno on they use a dashboard.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] It's a mesapazando iso mepasa you canola chica.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I I mean you say popoor ariva.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] In a memo lay memos laud.
[CUSTOMER][NEUTRAL] Copa.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Give me someone and says well no no I'll try him logging to say medijo came intrada la la so so busca APL.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, then they say broker resource center I let us sign in it so OK it say if only come.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Usetane momento.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Er tengoviertala tala do do pestania like like PL resource center is like brokers resource center.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is she a broker?
[AGENT][NEUTRAL] No, I don't think she's a broker. She's, uh, she's part of the group.
[CUSTOMER][NEGATIVE] Because it sounds like she may have created the wrong kind of account.
[AGENT][NEUTRAL] No, no, she's not a broker. She said, she said that uh uh when she called before, she was advised that she has to go with this online center and then um
[CUSTOMER][NEUTRAL] No, no, she's not
[CUSTOMER][NEUTRAL] She said she said that uh when she called.
[AGENT][NEUTRAL] There was, there was a, there was a, you know, you, you go to [PII].
[AGENT][NEUTRAL] And try to log in through there.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And um,
[CUSTOMER][NEUTRAL] OK, does she have, does she know how to take a screenshot, um, on her computer like a using this missing tool? Can you have her email the a screenshot to the care team, um, so I can see what she's looking at.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Senna londono may sumi companera sis teleueer una captua de pantaya aloquestaviendo esta momento isos puede serg rea cantura de pantaa anostroercorra electronico podamos er revisallo il logo as um imagino helevamos and bier una unareques at the corra electronico.
[CUSTOMER][NEUTRAL] name
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Cospaosa er masosa rear buila.
[CUSTOMER][NEUTRAL] Slope.
[AGENT][NEGATIVE] no no no correct.
[CUSTOMER][NEUTRAL] Conon.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Las indica.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The estantrarito peruaqui condo condo loo so let me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It will be a logging in mando trabejao acommoque el verification mm.
[AGENT][NEUTRAL] Look,
[AGENT][NEUTRAL] Luque comoquestamo quests reser ingress.
[CUSTOMER][NEUTRAL] Per reso solamente.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Conteo Conel broker resource center is a it is.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see ma'am.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] All right, [PII], was she's saying that it's apparently when she, when she's trying to log in with the account, you know, um for the group, um, apparently the system, you know, it's just like
[CUSTOMER][NEUTRAL] saying that it's.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] you know just it's just like.
[AGENT][NEUTRAL] Uh, and doing circles. She doesn't.
[CUSTOMER][NEUTRAL] So she hasn't logged in yet. It sounds like she needs to create still needs to create an account.
[AGENT][NEUTRAL] Yeah, exactly. That, no, that's the thing. She said that she already created, but then she, um, when she called, somebody suggested that she can use the brokers um research center and when she did that, it's how she was able to log in.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] center
[CUSTOMER][NEUTRAL] And when she did that.
[CUSTOMER][NEGATIVE] If she's not a broker, she shouldn't use the broker resource center. I'm not sure who she spoke with that told her that.
[AGENT][NEUTRAL] I understand, I understand.
[AGENT][NEUTRAL] Yeah, I, I don't think so either, but that's apparently that's, that's, that was the only way that she was able to, to get into the account through the broker's uh system.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] And that's
[AGENT][NEUTRAL] So in this situation, she has to what? because she said she already created the account.
[CUSTOMER][NEUTRAL] Um, I was thinking, um, email the care team, um, and what so they can because they're gonna have to figure out how to get her account out of the broker mode and into the group mode because no one someone should no one should have told her to use the broker resources, um, account type because she's not gonna be able to see the right thing.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] Correct. So with this situation, uh the, the proper way that she's supposed to create the account or recreate the account, it was going to group.
[AGENT][NEUTRAL] And, and the group just fill it out all the information and, and she will be able to, to create the account, right?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, but I don't know if if the group's email is already tied to a um broker account then.
[CUSTOMER][NEUTRAL] It might, it might not let her create one under the group.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So that's why I said she might have to email the care team so that um IT can go in and
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like, uh, disconnect like that email from the broker type so she can create the right type of account.
[AGENT][NEUTRAL] OK, got it. Let me explain that. uh, Senator [PII] may me commentamiera losque desa for tournamental informa access [PII].
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] The um brokers um online center.
[CUSTOMER][NEUTRAL] Resource, uh-huh.
[AGENT][NEGATIVE] A resource center see is incorrect nono deviodo que la cuentoses loque ora esqueloquebamosaitacute nosmande unos cap pantaya de loquestavia momento deformation and reentejunto con cono de la del broker porque es queloque pasa el corre electronicocure so.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] [PII] started his commo broker in nolava permitidorear um la cuenta bajoel group of commo delocommo de decio del principio.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] M
[CUSTOMER][NEUTRAL] See look at that the reariololore welcome to the APL resource center condole logging alcomensotavaola.
[AGENT][NEUTRAL] And don't say
[AGENT][NEUTRAL] Talara.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Juliava me merientando it jolore I pero parent and broker resource and you broker resource joel can mimsario con con email.
[AGENT][NEUTRAL] Claro.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ile can be passworio peroorestami mapain welcome to the APL resource center.
[AGENT][NEUTRAL] OK, in la cuentas lauentasis.
[CUSTOMER][NEUTRAL] You know it but I uh huh.
[CUSTOMER][NEUTRAL] Sitarea for the APL resource center no broker er jointrepoorque you know podient logging samos and condo entrena and now me el ellila contra per you know so you know que.
[AGENT][NEUTRAL] OK, it la la cuenta brupos on the the cell group.
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] See see see see see.
[AGENT][NEUTRAL] Sine embargo nolograva Cesar de lauriccalo for a custello grow and don this a broker.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] See broken me report APL punto come in a primeroque but it body APL and to er no inque is a it's a broker no second you I may don this is signing and the pestan this is signing your lady sign in pussemitaosmidio el pao.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because I can no mess or lapa I welcome APL resource Has she created a new account since yesterday? Like, did she create the new account yesterday today today.
[CUSTOMER][NEUTRAL] I, I, I created today.
[AGENT][NEUTRAL] She said, she said she did it today. Actually, that, that's, that's, that's exactly what she was telling me that she created the account today and she did it through the group. She didn't do it, uh.
[AGENT][NEUTRAL] Through the agent or broker, um.
[AGENT][NEUTRAL] Service center.
[AGENT][NEUTRAL] But when she created it.
[CUSTOMER][NEUTRAL] Can she send a screenshot of what she's looking at because I can't, I don't know what she's seeing. I need to be able to see what she's seeing in order to help her navigate.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Understand, um.
[CUSTOMER][NEUTRAL] So if she can send a screenshot to the care team email I can look at it while we're on the phone, um, but I need to be able to see what she's seeing.
[AGENT][NEUTRAL] Got it. er looser male deeruna captura de pantalo de lo questa este momentobiernosla uh al correo electronico sila podemos ver uh huomi companera lapover um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And el el oue uh you mejo poques no noros nodemolo quita and to complica and.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You said no point in the proto coms.
[AGENT][NEGATIVE] no no no sau de la Custila capacreto um.
[CUSTOMER][NEUTRAL] Go on any days on team viewer.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] [PII], are we able
[CUSTOMER][NEUTRAL] Because I can probably help her get to the right place, but I just need to be able to see what she's seeing so I can help her navigate because I don't know what she's what all is on her screen or what she's looking at.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Correct, um, uh, actually [PII], she's asking me if it's possible for you to, to get into the account. It is possible for, for us to get into the account like a Team viewer or something like that?
[CUSTOMER][NEUTRAL] Yeah, I can see. I can, I'm in her account like I can see it. I can pull up her invoices and everything, but in order for her to be able to pay her invoices, um, she'll have to know how to get there and I can help her, but I just need to be able to see, see, see where she is so I can tell her where to navigate.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Got you. See, la cuenta esta momento el elimittal information circael groups in embargo quis pueda and unfuturo correct ober total information quisten sesita.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII] no mm.
[AGENT][NEUTRAL] Ever la Vega versed the puede er er lossesses a momentoso esta solicitano suede envierona captura de pantaya al correo de er curtins.
[CUSTOMER][NEUTRAL] Uh, correo is [PII].
[AGENT][NEUTRAL] It[PII].
[CUSTOMER][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, OK, [PII] gracias.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] And let me know whenever she sends it and I will um have them check it and forward it to me so I can look at it.
[AGENT][NEUTRAL] OK, so do you, are you gonna, are you gonna answer back uh through the email with the instructions or do you prefer to stay online?
[CUSTOMER][NEUTRAL] No, no, no, no, I just wanna see what she's looking at while we're on the call so I can tell her like right now where to go, um, so I'll, I'll pull it up right now. What's her email? What email is it coming from?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Um, demos.
[CUSTOMER][NEUTRAL] Um-hum.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, did she send it already?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] So you know, perfect. So, um, no, she's still working on it.
[CUSTOMER][NEUTRAL] OK, let me know whenever she sent it, and I will, um, and, uh, because I'm typing in the team's chat for care team to go look at it whenever.
[AGENT][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] And it come.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] See nosacudo yeah uh abioerestendiente deviolo.
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So Bree, let me ask you, uh, so you're able to see the account already created?
[CUSTOMER][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, if they have the old OSD account, it's gonna show that they have um like it's still gonna show their information when I pull it up that's from the old OSD but that doesn't necessarily mean that they have access so like it won't tell me if they've created the new like gone through the steps of creating a new account it'll still show me like the same information that was in the old OSP if that makes sense.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Because basically the reason they have to create a new account is because the old OSC let them use user names, but this one they have to use an email.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See a loono me can domi companera que devida que el el el antigo website queteniamos noses recuerda and soilliamos nombresus nonreduarioque creoario aotelia directamente elcor electronico poo queli solicita uh toda la personas.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Talagen mhm.
[CUSTOMER][NEUTRAL] T.
[AGENT][NEUTRAL] Kiva cuenta claresaola unicocao no one else are uh usarrius on noresario asia and and posa.
[CUSTOMER][NEUTRAL] See exactly so solo jololote.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] A photo.
[CUSTOMER][NEUTRAL] And I.
[CUSTOMER][NEUTRAL] Yeah, I asked the um care team to check the email for um an email from her what they're looking for.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, she's about, she's about to send the picture right now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Cool.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] yeah.
[CUSTOMER][POSITIVE] For me I thanks for calling uh huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] See the title.
[CUSTOMER][NEUTRAL] The chores.
[CUSTOMER][NEUTRAL] Salvato.
[CUSTOMER][NEUTRAL] Uh, can I do that?
[CUSTOMER][NEUTRAL] Can I do that at the media.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Is a.
[CUSTOMER][NEUTRAL] OK yeah on the salon.
[CUSTOMER][NEUTRAL] In the salon.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] 97 date of birth.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I used to play my thing is that.
[CUSTOMER][NEUTRAL] When I'm alone.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] I thought you mean.
[CUSTOMER][NEUTRAL] N.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] See you.
[CUSTOMER][NEUTRAL] And I sending me Span.
[CUSTOMER][POSITIVE] I thank you.
[CUSTOMER][NEUTRAL] I don't miss having him now and not having.
[CUSTOMER][NEGATIVE] Yeah your low skin not nice stuff.
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] The la la la.
[CUSTOMER][NEUTRAL] Joymaotto.
[AGENT][NEUTRAL] OK, um, [PII] confirm corredoes care team via er [PII].
[CUSTOMER][NEUTRAL] See see see it goal and el tan.
[AGENT][NEUTRAL] [PII] er the group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, you, [PII] is come.
[AGENT][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] But no I'm gonna bye bye bye.
[AGENT][NEUTRAL] Get the.
[AGENT][NEUTRAL] Uh, Bree.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Bree, are you there?
[CUSTOMER][NEUTRAL] Yes, I'm still here. Yeah, I'm here.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Yeah, no, actually, I, I, I don't know what happened. I guess she was unable to do it. I don't know. She said that apparently this is what I heard. Apparently she sent a picture to another person, so this person can send it.
[AGENT][NEUTRAL] To the email and then she's gonna send that email to us.
[AGENT][NEUTRAL] But
[CUSTOMER][NEUTRAL] Oh, OK. OK.
[AGENT][NEGATIVE] And she wasn't able to do it. I don't know how. I, I mean, I don't know, she doesn't know how to use the, the snipping thing.
[CUSTOMER][NEUTRAL] Did, did you know?
[AGENT][NEUTRAL] I don't know. She said all she says right now that she's gonna try it again and then she will let us know when she send it, I guess, so we'll go back. So yeah, so this is what I get from, from her call. She said apparently she was able to create a group.
[AGENT][NEUTRAL] But when she was, when she went back to the login.
[AGENT][NEUTRAL] Um, you know, that thing was spinning, spinning, spinning, and she wasn't able to, to get on, to get in into, into, into the account, right?
[AGENT][NEUTRAL] So what she did, she called us and someone, I believe it's in the Spanish queue, told her that she can access through the brokers um.
[CUSTOMER][NEUTRAL] Oh my God.
[AGENT][NEUTRAL] Service center.
[AGENT][NEUTRAL] And when she did that, she was able to do it. But when she was there, of course, she was not able to see anything because it's not I mean it it makes total sense. It's not, it's not her.
[AGENT][NEGATIVE] The account is not.
[AGENT][NEUTRAL] Nothing on, on, on the group is gonna be there because it's, it's, that is the, the broker's information, not, not the.
[CUSTOMER][NEUTRAL] Yeah, the brokers see different information than they can group them.
[AGENT][NEUTRAL] Yeah. So that's why she called us to see what was the issue and that's why we spend.
[AGENT][NEUTRAL] 20 something minutes in in the call.
[AGENT][NEUTRAL] Yeah, I know.
[CUSTOMER][NEUTRAL] I mean, I was gonna help her. I just needed to see a, a screenshot like that.
[AGENT][NEUTRAL] No, no, no, believe me, believe me, when, when, when, when we have this kind of situations, I'm like, oh my God, I wish, I wish you could see what you're doing so I can, you know, try to, try to tell you, oh, you should click here or there, you know, get out of there.
[AGENT][NEUTRAL] But it it it like that, it's impossible, you know, it's just like you're totally blind.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, um, she said that she's gonna try again to send us the email and when it goes through, she will call us and see if we get it, so.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right. Well, uh, I think she's pro[PII], you're probably gonna have to work with, I hope you don't have to explain it. They can't because I'm about to go on lunch, so.
[AGENT][NEUTRAL] You're gonna go offline? I mean, are you, oh you're going to lunch.
[CUSTOMER][NEUTRAL] No, I have, yeah, I have one set too.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Let me see if I can wait though let me see if she's gonna send it.
[AGENT][NEUTRAL] I mean,
[AGENT][POSITIVE] No, no, no, no, that's fine. I mean, if you have to go, you have to go. That's not a problem at all. That's not a problem. I can, I can, uh, you know, now I have a better picture of what was the reason why she's calling because at the, at the beginning, you know, she was giving me pieces here and there. So it was like trying to put it all together to, to make it make sense to what I was about to explain to you, you know.
[AGENT][NEUTRAL] But yeah, when, but then when she was able to, to tell me all the story, I was like, oh, OK, so this is, this is exactly what she was talking about. So, yeah, no, I mean, if you go to lunch and I have to call again and someone else pick it up, but I think I, I think I'm gonna be able to.
[AGENT][NEUTRAL] So tell the whole thing again.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, I'm telling [PII] and the care team to be on the lookout for it and to forward it to me, um, or you whenever she sees it just so at least if she goes back while I'm on lunch then you can kind of see what she's looking at. It might help a little more.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Perfect.
[AGENT][POSITIVE] Perfect. Yeah, yeah. I mean, if you have, if you have the picture and I have the picture, we, we might, we might be able to.
[AGENT][POSITIVE] To help her a little faster. Um, yeah, we'll see. [PII], thank you very much. Thank you for your patience.
[CUSTOMER][POSITIVE] No problem, anytime. I'll talk to you later, bye.
[AGENT][POSITIVE] Have a good one. Bye.