AccountId: 011433970860
ContactId: dc3e53fd-2995-4062-a407-4d5a6289996a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 433049 ms
Total Talk Time (AGENT): 204094 ms
Total Talk Time (CUSTOMER): 126262 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/dc3e53fd-2995-4062-a407-4d5a6289996a_20250602T14:45_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hi [PII], this is [PII] calling. Um, I just got an email about my commission statement and I want to log in and the site was completely different and telling me my login doesn't work anymore.
[AGENT][NEUTRAL] Yeah, we went live with a new OSC system today and apparently we're experiencing some issues. Let me pull you up real quick and just see what email address we have in here. How do you spell your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Is [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, that's what I thought. OK, just to make sure. Um, let's see, so we have [PII]. Is that right?
[CUSTOMER][MIXED] That's correct, but I put to get like a password reset and never emailed me anything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh wait, it just did hold on a second. I think it just came through. Hold on one sec.
[AGENT][NEUTRAL] OK, OK. That's it. OK.
[CUSTOMER][NEUTRAL] What just happened here.
[AGENT][NEUTRAL] I think there's something going on with that too, so let me know if it gives you try to try to do it while I'm on the phone so you can kind of tell me what's going on if it doesn't let you in after doing a password reset.
[CUSTOMER][NEUTRAL] The code
[CUSTOMER][NEGATIVE] Not even asking me for code.
[CUSTOMER][NEGATIVE] Not working.
[CUSTOMER][NEUTRAL] Uh, I don't need to do. I need to recreate my calendar now.
[AGENT][NEUTRAL] Yeah, you'll go in, you're gonna redo you're gonna log in as a new user under the agent uh broker tab and then you're gonna use your, yeah, mhm, yep.
[CUSTOMER][NEUTRAL] Alright, so then, so OK, so.
[CUSTOMER][NEUTRAL] Alright, so let me recreate my account then.
[AGENT][NEUTRAL] Yeah, yeah, go ahead, yeah.
[CUSTOMER][NEUTRAL] I think that might be the issue is.
[CUSTOMER][NEUTRAL] If it finds me.
[CUSTOMER][NEUTRAL] E
[CUSTOMER][NEGATIVE] No user found OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] There's error no user found.
[AGENT][NEUTRAL] So it's not finding you at all. OK, well that's weird because you're on, you're in our system.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] As
[AGENT][NEUTRAL] You know you're in our system with that email address. OK, so it's not locating you at all.
[AGENT][NEUTRAL] And you can't go any further because it just says it does OK and did and you did it under the agent broker?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Setting up a new account, OK, OK.
[CUSTOMER][NEUTRAL] Yeah, I did. Now I don't know what they have for like my zip code and everything. I mean, if you could confirm my, my information is in the system, but when I put [PII], my social, yeah, I'll I'll give you, I mean, I don't know if it's my home or work zip code. Um, I put my, oh, hold on a second, I have a typo here this may be wanna hold on.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, which
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You're fine. No, you're fine.
[CUSTOMER][NEGATIVE] Error on.
[CUSTOMER][NEGATIVE] No, it's not letting me in.
[AGENT][NEUTRAL] OK, hang on, let me get the tab for that open. Give me just a second.
[AGENT][NEUTRAL] OK, so, OK, and log in.
[AGENT][NEUTRAL] See.
[AGENT][NEUTRAL] I'm gonna register, create your OSD account, agent, broker.
[AGENT][NEUTRAL] Pulling up the tab. OK, last name, we have your last name is [PII], [PII]
[CUSTOMER][NEUTRAL] That's [PII]
[AGENT][NEUTRAL] Any yep, and then your social security number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That's what we have and the zip code?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] I have [PII] but I don't know if it's [PII] because my work address is [PII].
[AGENT][NEUTRAL] Your business, we have a [PII].
[CUSTOMER][NEUTRAL] OK, and I have [PII] is my email.
[AGENT][NEUTRAL] Yep, and then.
[CUSTOMER][NEUTRAL] And my date of birth is [PII].
[AGENT][NEUTRAL] Yeah, that's what it has, yes.
[AGENT][NEUTRAL] And then when you
[CUSTOMER][NEGATIVE] And then when I click next it says error no user but there's a centered.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, no, no, no user so it doesn't recognize you, OK.
[AGENT][NEUTRAL] OK, um, OK, well, there's nothing else you can do at this point then, so, um, I know we're experiencing issues with all of this, so hold tight. There should be a message going out to everybody. Is there something that I can look up for you?
[CUSTOMER][NEUTRAL] OK. I
[CUSTOMER][NEUTRAL] Uh, can you just tell me what the commission amount is and if they pay for May? I know this was for April because they were behind.
[AGENT][NEUTRAL] OK, yeah, let me pull up my statement statement system. Bear with me just a second.
[AGENT][NEUTRAL] Are you looking, are you looking for what was just recently paid out at the end of May or did, did you say April?
[CUSTOMER][NEUTRAL] Uh, well, they, I think they're behind the month, so they just paid April, so I just wanna know what my commission's gonna be like in the next few days I just wanna repay.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, got you. OK, the one that's getting ready to pay out, let me see if it's out here.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah our June ones aren't out here yet. Let me see if it's for the end of May.
[AGENT][NEUTRAL] Yeah [PII], OK.
[AGENT][NEUTRAL] I'm waiting for my system to load. Bear with me just a second. I'm sorry.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] There we go, finally popped up OK.
[AGENT][NEUTRAL] Oops.
[AGENT][NEUTRAL] Oh, so it says 397 46.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] I can email this to you if you'd like. Mhm.
[CUSTOMER][NEUTRAL] That is
[CUSTOMER][NEUTRAL] Yeah, if you could email me my statement that would be great and do you know if they paid May yet or not?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, this says.
[AGENT][NEUTRAL] April, April, April to April it looks like all of this is April.
[AGENT][NEUTRAL] From what I'm looking at it says paid to April, so that's what it looks like to me. Um, I don't see any May. Well, let's see, effective date, sorry, there are some May effective dates on here.
[CUSTOMER][NEUTRAL] Uh, OK, alright, if you could just email that to me and then I'll wait for the site to go back up.
[AGENT][NEUTRAL] But it looks
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, OK, sounds good, and then we'll let we'll be sending out communication once it's been up, OK?
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] Sorry for the inconvenience. You're most welcome. You have a great day.
[CUSTOMER][POSITIVE] Alright thank you so much.
[CUSTOMER][POSITIVE] No worries. You too, thank you, bye.