AccountId: 011433970860
ContactId: ca5b1152-130a-40ba-ac8f-65875aa4fa83
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210729 ms
Total Talk Time (AGENT): 117702 ms
Total Talk Time (CUSTOMER): 97809 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/ca5b1152-130a-40ba-ac8f-65875aa4fa83_20250605T14:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, this is [PII] calling from Cony Inc. We're a broker and we're having trouble with our log in. It's not working to go online.
[AGENT][NEUTRAL] OK, have you set up a new online account because we do have a new OSC.
[CUSTOMER][NEUTRAL] OK, as of what date did that occur?
[AGENT][NEUTRAL] Are you the, are you the broker for the?
[AGENT][NEUTRAL] Agency
[CUSTOMER][NEUTRAL] Yes, Candy Inc.
[AGENT][NEUTRAL] OK, we sent out, OK, yeah, we sent out, um, our marketing team sent out communication, um, it's probably been.
[AGENT][NEUTRAL] 2 weeks now about a new OSC that we was going live on Monday.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, we, I, we didn't get that email or notification.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] That's why we can't log in. I'm I'm using the broker's email address and I mean we had a log in because every month we get commissions from you APL.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, yeah, so the new OSC you'll have to set up an entirely new account and password and the new username is actually going to be the email address.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. I'll go ahead and do that then.
[AGENT][NEUTRAL] So, it should.
[AGENT][NEUTRAL] OK, yeah, try it and then we yeah we and call us back if you have any issues we do since Monday when we really when since we launched it we do have some known issues that we're actively working on so if you have an issue it should be OK, but if you have an issue then just give us a call back but it's gonna be the email address that's associated with our brokers in our system so that's what that's how it's gonna recognize it, yeah.
[CUSTOMER][NEUTRAL] OK, to the broker.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got it, got it.
[CUSTOMER][NEUTRAL] OK, I'll go ahead and create, you know.
[AGENT][POSITIVE] But I can stay on the phone with you, OK, of course I can stay on the phone with you for a minute if you wanna kind of get through like the first part of it or you can call me back, whatever is easiest.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, we can stay on the phone. OK, so we put in our tax ID, email, city and zip.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yep, that should all be the same.
[CUSTOMER][NEUTRAL] OK, completing your account set up, OK.
[CUSTOMER][NEUTRAL] Continue
[CUSTOMER][NEUTRAL] Email address again OK.
[CUSTOMER][POSITIVE] Thanks I appreciate it.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] Um, and then, and then there's something to send a verification code, but then it's asking to create the password.
[CUSTOMER][NEUTRAL] And stuff, so.
[AGENT][NEUTRAL] Yeah, so it, it's gonna be, yeah, it's gonna be like a two part, um, so you're gonna have to log in initially like what you're doing and then you'll receive um what email address did you put in?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] They should have received the verification code and then you can add the verification code and then also add the password it's gonna be kind of like a two step.
[AGENT][NEUTRAL] Um, like, yeah.
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright, so let's send the verification code.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] And then uh and then you have to enter that in, OK.
[AGENT][NEUTRAL] Yes, yes, and then create your password.
[CUSTOMER][NEUTRAL] All right. I
[CUSTOMER][NEUTRAL] OK, what I'll do is um I'll continue going through this and create the password and if we have an issue we'll call you back, OK?
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, give me a call back, OK? All right, thank you. Thanks, [PII], have a good day. Bye.
[CUSTOMER][POSITIVE] OK, thank you. Thank you. Have a good day. Bye.