AccountId: 011433970860
ContactId: c95022a8-f511-42af-bbe6-e4e5168aeb73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 505980 ms
Total Talk Time (AGENT): 221096 ms
Total Talk Time (CUSTOMER): 188514 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/c95022a8-f511-42af-bbe6-e4e5168aeb73_20250320T15:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] [PII] I'm trying to do the uh user log in a new user login for the agency, um, but I'm not sure what.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, email address we have for the agency based on we haven't received the code continue moving.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what was your first name? just so I can make sure.
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let me pull it up real quick.
[AGENT][NEUTRAL] And so you were trying to get the agencies um OSC set up instead of your own personal one, is that correct?
[CUSTOMER][NEUTRAL] That's right. Mine's already set up, but I need to pull the commission statement, but it all goes to agency.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, what was the agency name so I can pull that information up?
[CUSTOMER][NEUTRAL] Uh, steel, S T I E L.
[CUSTOMER][NEUTRAL] Insurance of Acadiana.
[AGENT][POSITIVE] OK, perfect. I got that.
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, so it looks like the email associated with this I'm assuming is your personal email.
[CUSTOMER][NEUTRAL] My the [PII] email?
[AGENT][NEUTRAL] No, um, you're like company personal email.
[CUSTOMER][NEGATIVE] Well, but I'm still not receiving the code.
[AGENT][NEUTRAL] OK, um, let me.
[AGENT][NEUTRAL] It looks like the PIN number is [PII].
[AGENT][NEUTRAL] Did that work?
[CUSTOMER][NEUTRAL] Uh, this is [PII] it says it's invalid call you.
[AGENT][NEUTRAL] OK, um, let me just go ahead and create.
[AGENT][NEUTRAL] One for you then.
[AGENT][NEUTRAL] Let me put you on a brief hold, OK?
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey, [PII], I need help.
[AGENT][NEUTRAL] OK, so they're trying to create an OSC account for this. He is, I'm guessing not a.
[AGENT][NEUTRAL] He, I have [PII] on the phone and he's the owner of this, but he can't create the OSC account. He's not getting a PIN number, any of that stuff.
[AGENT][POSITIVE] So that OK OK perfect thank you.
[AGENT][NEUTRAL] Hey, [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, this is gonna be a long verification code um so bear with me, OK? It it's gonna be [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh hold on hold on hold on hold on hold on, hold on, it wasn't doing it for something, so the.
[AGENT][NEUTRAL] You as in, OK.
[AGENT][NEUTRAL] [PII], yeah, [PII].
[CUSTOMER][POSITIVE] Definitely [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII],
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So that's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yeah it didn't work. Hold on let me.
[AGENT][NEUTRAL] Try the did it reset the password completely?
[CUSTOMER][NEUTRAL] No, hold on a second, um.
[CUSTOMER][NEUTRAL] Give it to me again, uh, [PII].
[AGENT][NEUTRAL] You I.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] and then try try [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, so it might not have been uh a [PII], OK.
[AGENT][NEUTRAL] 0, yep. [PII] as [PII] as in [PII].
[CUSTOMER][NEUTRAL] And then like
[AGENT][NEGATIVE] I didn't like it?
[CUSTOMER][NEUTRAL] No, alright, so let me go back. I'm gonna do new user. I'm clicking on the agency.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Next step, step 2 is thanks a verification code is sent to your email address, but it's not asking me.
[AGENT][NEUTRAL] What the email is.
[CUSTOMER][NEUTRAL] What the email is anymore it's just saving it, but I know I had my email address in there.
[AGENT][NEUTRAL] Was it the [PII]?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on a second, let me, let me log in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] To where I refresh this whole little page thing real quick.
[AGENT][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Um, and then we log out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me do new user agency next there we go. Tax ID now it's allowing me to do the new stuff again 22.
[AGENT][NEUTRAL] So do you want to verify all of that stuff with me because if it's wrong that could also be the issue is why it's not working.
[CUSTOMER][NEUTRAL] Sure, um, so tax ID is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] Yeah, that's correct.
[CUSTOMER][NEUTRAL] OK, city is [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Email record is my email [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Zip code [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Next
[CUSTOMER][NEUTRAL] Searching
[CUSTOMER][NEUTRAL] Can you see that it gives me a new code on your end or or no?
[AGENT][NEUTRAL] Um, let me refresh it, see if it did.
[CUSTOMER][NEGATIVE] It's still search, it took a while to search last time like this.
[AGENT][NEUTRAL] Um, it is, it's the same one.
[CUSTOMER][NEUTRAL] It's the same one so [PII] [PII] Bravo.
[AGENT][NEUTRAL] Oh, [PII] [PII].
[CUSTOMER][POSITIVE] Bravo [PII], yeah, Bravo [PII], that's right. I was trying to remember it.
[AGENT][NEUTRAL] Oh, you're good umbrella?
[AGENT][NEUTRAL] Igloo.
[CUSTOMER][NEUTRAL] Well Igloo.
[AGENT][NEUTRAL] [PII], and I believe it's a 0.
[CUSTOMER][NEUTRAL] Alright um.
[CUSTOMER][NEUTRAL] 0
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] age
[CUSTOMER][NEUTRAL] Right on.
[CUSTOMER][NEGATIVE] And does not like it.
[AGENT][NEUTRAL] We can
[CUSTOMER][NEUTRAL] Let's try it as a 0, I mean an 0.
[AGENT][NEUTRAL] We, we can go ahead and, and try and build you one just because this is taking a little bit of a uh an issue. Is there a login that you would prefer that you didn't use for yourself?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I'd rather use um [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, so that's right, it's a username, uh [PII], um and then do, uh, well, do [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, and then is a good email still the [PII] that I can email you the information?
[CUSTOMER][POSITIVE] You can, yep.
[AGENT][POSITIVE] OK perfect I will um just probably give me like 20 minutes. I'll work on this and then you should get an email shortly.
[CUSTOMER][POSITIVE] Thank you appreciate it.
[AGENT][POSITIVE] Alright, of course you have a great day, [PII].
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.