AccountId: 011433970860
ContactId: cb401dee-3e98-4c8f-bc93-a121dd5eed30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 725250 ms
Total Talk Time (AGENT): 290621 ms
Total Talk Time (CUSTOMER): 254143 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/cb401dee-3e98-4c8f-bc93-a121dd5eed30_20250626T14:50_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey [PII], it's [PII] from Loving and Associates. How are you today?
[AGENT][NEUTRAL] I'm well. How are you?
[CUSTOMER][MIXED] I'm doing all right. I have had an ongoing issue trying to get logged into the new OSC.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I think I had it set up right at one point in time because I actually was getting emails sent to me but I somehow managed to.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I think mess it up because when I try to log in now when I send out for like to get the email verification it just goes into the spinning wheel.
[AGENT][NEUTRAL] OK, so remind me if we set it up whenever we is it the agency that we set up or the group?
[CUSTOMER][NEUTRAL] Um, for the agency.
[CUSTOMER][NEUTRAL] And we set it up under my email address.
[AGENT][NEUTRAL] OK, let me give me like just a second, let me.
[AGENT][NEUTRAL] Pull some things up on my side.
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] And I've cleared my cache.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Everything that I know to do.
[AGENT][NEUTRAL] All the things.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] The only thing I haven't tried is I'm doing it in Chrome. I haven't tried doing it like an edge. Maybe I should try it there.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Haven't tried a different browser.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said we did change the or we were supposed to change the email address?
[CUSTOMER][NEGATIVE] No, it was actually we did it under my email address and it was working and then I went back in like a day later I was like huh, because it just like you know how you're supposed to do you know like the authentication is supposed to send you a code and then so I sent it out I don't get the code and then when I go back into where like you're supposed to be able to put in the code and it's just like got the pretty girl standing there with a clipboard and then like no place to actually put in a code.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Well, because I think that it's being sent to [PII].
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Because we have under Levey and Associates we still have [PII] at uh [PII] so we would have, yeah we would have originally sent set it up with his account and then.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did we add you as a user because that's what we should have done or did we get to that point yet?
[CUSTOMER][POSITIVE] No, we actually, um, we're going to set it up under me and then eventually add [PII] I think was the way that we were going to do it.
[AGENT][NEUTRAL] OK, so it shows that there's an active account so I'm wondering, is [PII] available to see if he's getting those codes?
[AGENT][NEUTRAL] Just so we can like double check with him.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, I don't know. I can go grab him real quick and see if he's might be available.
[AGENT][NEUTRAL] OK, because
[CUSTOMER][NEUTRAL] You want me to put you on
[AGENT][NEUTRAL] Yeah, you can put me on hold. That's fine.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Let me see if he's been getting any of them because I just tried a second ago. Let me put you on hold for just a sec.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Thanks [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I just went and checked and uh no he's not getting the codes either. I actually had [PII] go back through and search his emails and it doesn't look like he's getting them.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That is bizarre. Um,
[CUSTOMER][NEUTRAL] Yeah, she just did like a full I was saying there and she just did a full email search.
[CUSTOMER][NEUTRAL] And um the only thing that that [PII] is getting is just kind of like the normal correspondence from you guys, you know, like here's your renewal here's your this, you know, sort of thing so.
[AGENT][NEUTRAL] OK, um, OK, let's see.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Trying to think, I know that don't feel like this has this doesn't have anything to do with agencies that have already been set up prior to the agency freeze, but I know that agencies right now to be created are on a freeze because we're IT has figured out some technical issues that they're trying to work through, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I just don't know like it's it's like really weird there's an active account but.
[AGENT][NEUTRAL] And it had to have been his account though.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you think it's because we had originally had it set up under [PII]'s email and then tried to set it up under mine and then something kind of went wait no that's not right and it got the.
[AGENT][NEUTRAL] I mean, maybe.
[CUSTOMER][NEGATIVE] The machine overlords confused.
[AGENT][NEUTRAL] Maybe.
[AGENT][NEUTRAL] Maybe, did you send me?
[AGENT][NEUTRAL] And forgive me for not remembering, but did you send me an email originally to change Levy and Associates Inc to your email um.
[CUSTOMER][NEUTRAL] Yeah, actually I didn't. It went through [PII]. [PII] was working on it with me originally, and we, she said I need to let [PII] need, she said I need an OK from [PII]. I looped [PII] and he says, yes, this is fine, and we went that route.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] OK. And
[CUSTOMER][NEGATIVE] And what's really odd is it worked like once because I got the code and I was like, OK, cool, I just did like a test to see that it worked and then I turned around walked away and all was well and then now that I'm going back through and quite honestly I've been going through like the open enrollment from hell, um, shockingly, um, and I just haven't had time to go back in and address it now that I've got them finished.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, you know, um, it's like time to go back in and, and, you know, pay attention to like my regular job, my, you know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure, OK, well, I'm gonna, if you don't mind, I'm gonna put you on a brief hold. [PII]'s right here and I'm gonna see what she thinks really fast. Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No problem thanks [PII]. You are on hold.
[AGENT][NEUTRAL] OK, so I have [PII] with Levi and Associates on the phone, and she's obviously it's active like we see that it's active, and I told her that [PII]'s probably getting the verification codes, but he's not so like it may be.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] She's saying that she's not getting it either she said she said that like she said that she had emailed with you saying that this should have changed to her email address.
[AGENT][NEUTRAL] But I don't know like.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So to
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] What's his last name?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] That
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] See, it's kind of weird, but like I feel like.
[AGENT][NEUTRAL] Since the agency thing because I had this like you like you just I know like you just said it and I had a one I had something like this week or last week and I was like wait I know that I did this but like why.
[AGENT][NEUTRAL] I know I didn't wanna say anything because I didn't wanna sound crazy.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] We'll have to see what this would be.
[AGENT][NEUTRAL] To find out what email is.
[AGENT][NEUTRAL] Do you want do IT?
[AGENT][NEUTRAL] They'll be able to see OK.
[AGENT][NEUTRAL] I mean it's regardless it's still an agency so we can't like we got it we're on a freeze right now so we can't.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah, um.
[AGENT][NEUTRAL] This is his agency.
[AGENT][NEUTRAL] 13, yeah.
[AGENT][NEUTRAL] Yeah this is his agent.
[AGENT][NEUTRAL] and I
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, I'll tell her.
[AGENT][NEUTRAL] Sure, are you still with me?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sorry about that. Um, OK, so [PII] remembers like obviously doing all of this, so I'm gonna take a screenshot of my end where we can see where there's an active agency account and we're gonna have to go to IT to um on the back end and just see who's email we associated this account with whether it's yours, [PII]'s somebody, and then um she said that she would get yeah somebody else I don't know.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Or somebody else altogether, yeah, no worries.
[AGENT][NEUTRAL] So she said that she would um open up a ticket and she would get back with you on this so I'm sending her the screenshot right now.
[CUSTOMER][NEUTRAL] Yeah, that's fine. It, it's, I don't have anything that's like a major emergency, but I do have some people that I'm gonna need to enroll from Kai. That's who we just finished open enrollment with. It's not a big threat, no big emergency. Nothing's on fire, but it's something that obviously we need to get, you know.
[CUSTOMER][POSITIVE] You know, resolved, I've had it sitting here as a pending item with my tasks for like days and it's been like everything else has been like an avalanche on top of it, [PII], and I just want, it's one of those things I think that we need to get straightened out eventually, so no worries, just as soon as we can get it organized, let's, and then we'll go from there.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, no, for sure.
[AGENT][NEUTRAL] Yeah, do you want to send any of the stuff that needs to be done like the enrollments do you wanna send that to us in the meantime?
[CUSTOMER][NEUTRAL] No, I mean if we get past, you know, like [PII] we can start panicking about it, but I don't think that we're in panic mode yet. I just want to, you know, this obviously is something that needs to be taken care of, but you know, as I said, let's just try to go through normal channels and if we get to the point in time where things get dicey, I'll let you guys know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure. Sure.
[AGENT][POSITIVE] OK, yeah, perfect. OK, well I just sent that to [PII] so she's on it, yeah, of course, yeah, but we'll we'll figure it out.
[CUSTOMER][POSITIVE] But thank you for offering.
[CUSTOMER][POSITIVE] I know you will. As always, I appreciate your help.
[AGENT][POSITIVE] Yes, of course, I hope you have a great day.
[CUSTOMER][POSITIVE] You as well thanks again.
[AGENT][POSITIVE] Thanks bye.