AccountId: 011433970860
ContactId: d202990a-c0b5-4e76-883c-9f8a320ef49c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 281160 ms
Total Talk Time (AGENT): 132748 ms
Total Talk Time (CUSTOMER): 157094 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/d202990a-c0b5-4e76-883c-9f8a320ef49c_20250603T15:30_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, [PII] here. I'm a broker in [PII]. I had called this morning once I kind of figured out that I should have registered on that new OCS program as an agency instead of a broker.
[AGENT][NEUTRAL] Uh-huh, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh I was told that that I need actually to.
[CUSTOMER][NEUTRAL] Logins which OK and but then I couldn't use the same email and so I said OK fine I can create an agency one using a personal email which is a little unusual but OK uh because I'm I'm everything I am the agency and I'm just one guy here um how do I when I go to that APL.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] to create a
[CUSTOMER][NEUTRAL] Uh, uh, uh, register to register, it brings me to the straight to what I already did my, my broker portal. What do I click on to fresh create an agency portal?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There should be a box on there for agency.
[CUSTOMER][NEUTRAL] OK, agency, do I click, well, um, like I said.
[AGENT][NEUTRAL] But we're gonna need to we're gonna need to, we we need to update your email address on our side in order in order for it to work. Hang on, let me get to that screen. Give me just one second, create.
[CUSTOMER][NEUTRAL] Well, I, I did all that with uh your coworker.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] She said to wait about
[CUSTOMER][NEUTRAL] At least 15 minutes is about.
[AGENT][NEUTRAL] OK. What spell your last name, yeah, what's the name of the agency? Sorry, so I can pull it up.
[CUSTOMER][NEUTRAL] Half an hour ago at least.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It's Lagarde Insurance Group LLC.
[CUSTOMER][POSITIVE] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, no.
[CUSTOMER][NEUTRAL] Insurance Group LLC.
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] And I gave her my personal Gmail address.
[AGENT][NEUTRAL] OK, let me just make sure it actually shows on here. Let's see, uh, [PII]. OK, yes, so if you, you click the agent.
[CUSTOMER][NEUTRAL] Yeah. Oh, [PII].
[AGENT][NEUTRAL] Oh, [PII], she just said [PII], yes, you're right, yes, I see it now. Sorry, yes, I, I skipped over the [PII]. So yeah, so you clicked agency and the next.
[CUSTOMER][NEUTRAL] Yes, [PII]
[CUSTOMER][POSITIVE] Oh good. Good.
[CUSTOMER][NEUTRAL] Everybody does.
[CUSTOMER][NEUTRAL] Well, I don't, I don't see an agency, um, it goes straight when I click.
[CUSTOMER][NEUTRAL] Register here like like I did when it was fresh. It goes straight into my broker broker one and she I said, Well, do we just delete this? She said, no, we need to keep your broker one and create an agency one. So is there like a new email you sent me?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So can you
[AGENT][NEUTRAL] Can you open up a browser are you on Chrome? are you on Chrome?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Or what browser do you use?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I, I use either Chrome or or um Safari, so uh let me go ahead and try Chrome.
[AGENT][NEUTRAL] OK, I think either one of those.
[AGENT][NEUTRAL] Yeah, just, just go to, OK, yeah, just go to [PII].
[CUSTOMER][NEUTRAL] Let me try Chrome.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] And there's click on towards side. There should be like a, you should see a guy with his arms folded. It'll take you to our homepage and then there's a button on the top right that says sign in. Mhm.
[CUSTOMER][NEUTRAL] Wait, I'm sorry, back up, uh, the phone blipped out when you were saying go to go to where?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Um, on the, on the can come, that'll bring you to our homepage and then on the right side above.
[AGENT][NEUTRAL] The end of the page, the picture, there should be a sign in button.
[CUSTOMER][NEUTRAL] Yes, sign in. OK, clicking on that.
[AGENT][NEUTRAL] Click that and then go to and then.
[AGENT][NEUTRAL] And the next log in, skip that and go down to create your OSC account and click on that.
[CUSTOMER][NEUTRAL] I've done and click on agency.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then click on hit next.
[CUSTOMER][NEUTRAL] And I guess just take it from there.
[AGENT][NEUTRAL] Yeah, you'll just see your tax ID number and your email is all you'll need to provide.
[CUSTOMER][NEUTRAL] Oh, next, yes.
[CUSTOMER][POSITIVE] OK, well I think I can take it from here and thank you so much.
[AGENT][POSITIVE] No, no problem. If you have any problems, call us back so we can help you out. Mhm, mhm, yeah.
[CUSTOMER][NEUTRAL] Oh, and I, I guess just to make sure I've got to use that personal email. I can't use my business one I already used.
[AGENT][NEUTRAL] If you have to use correct you'll have to use the Gmail one because that's the one that's tied to this account, yes.
[CUSTOMER][POSITIVE] All right well thank you for everything.
[AGENT][POSITIVE] You're most welcome. You have a great day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.