AccountId: 011433970860
ContactId: c4d9ebb5-6b95-472a-8ebe-b130cd99e1f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 86760 ms
Total Talk Time (AGENT): 39170 ms
Total Talk Time (CUSTOMER): 39333 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/c4d9ebb5-6b95-472a-8ebe-b130cd99e1f4_20250605T19:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, I am calling because, um, I'm a third party administrator for a client and um.
[CUSTOMER][NEUTRAL] It it looks like maybe you've had an update to the log in.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Uh, portal.
[CUSTOMER][NEUTRAL] OK, so now I can't get in because it's.
[CUSTOMER][NEUTRAL] Wanting an email address instead of a user name.
[AGENT][NEUTRAL] Yes, yes, so,
[CUSTOMER][NEGATIVE] And it's not work.
[AGENT][NEUTRAL] Yeah, totally understand. So we updated it this Saturday, so all the brokers, all the groups, all the insurers have to set up a new um profile on the OSC. So, um, for you, I'm assuming you work with a brokerage.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Or are you working with? OK, yeah, so they.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Well, I'm, I, I, I work for another company but we work with the brokerage firm.
[AGENT][NEUTRAL] Yes, OK, so then you would have to have the brokerage firm set up the account and then add you as a user.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I will do that then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right well thank you very much for your help.
[AGENT][POSITIVE] Of course you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.