AccountId: 011433970860
ContactId: dfea429d-1a95-4212-b183-3fe1d19b81fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 452339 ms
Total Talk Time (AGENT): 229982 ms
Total Talk Time (CUSTOMER): 139611 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/dfea429d-1a95-4212-b183-3fe1d19b81fa_20250430T17:55_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] Hey good how are you [PII]?
[CUSTOMER][NEUTRAL] I'm good, thank you. Um, I have a, um, OK, I have Miss [PII]. She is from the broker's office of [PII] from H&H.
[CUSTOMER][NEUTRAL] Insurance. And um she's trying to create an account on the OSC but she's saying she's having trouble getting there. I don't know if you can assist her with that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, yeah, I can help her with that. Does she, um, so, um, do you have, did you look up her pin number for that group? Is it under the agency that she's trying to do it, or was that under a group?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did she say?
[CUSTOMER][NEUTRAL] Uh, I didn't really ask. No, I didn't ask. It's the truth. I didn't know.
[AGENT][NEUTRAL] OK, I'll take care of it. OK, I don't know if you got that far. I'll take care of it.
[AGENT][POSITIVE] OK, I'll handle it. Sorry.
[CUSTOMER][NEUTRAL] OK, well, for next time, what do I, OK, so I asked for a group number. What is the other number just in case I'm just gonna make me a note.
[AGENT][POSITIVE] No, you don't, no, no, no, you're, you're fine. I just didn't know if she was trying to do it under the group. I'll take care of it. No, I'll I'll take care of it, no big deal. You don't have to ask.
[CUSTOMER][NEUTRAL] Yeah we don't have to, uh.
[CUSTOMER][NEUTRAL] Oh, OK. Oh, OK. All right, let me, uh, let me give you the callback number which I think is the same, yeah, it's the same one in the system, the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect. Thank you so much.
[CUSTOMER][POSITIVE] OK. Thank you. Have a good day, Ms. [PII].
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. I got Ms. [PII] on the line. She's in the resources department and she's gonna assist you from here. OK, thank you. You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Hi [PII], this is [PII]. She said you were trying to set up access. Is this under the agency account that you're trying to set up Access?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and which agency are you with?
[CUSTOMER][NEUTRAL] H&H Insurance Solutions.
[AGENT][NEUTRAL] H. OK, let me pull that up real quick.
[AGENT][NEUTRAL] Yeah, let's have it in here a different way. Who's the agent or record for that agency?
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] There it is. H&Har Solutions. OK, looks like we got ainnerstone Insurance and Financial. Let's see, retail. Let me go look out here on the web.
[AGENT][NEUTRAL] Let's see who all has access.
[AGENT][NEUTRAL] So are you, what type of, what are you needing to do out there so I can make sure that I get the right access?
[CUSTOMER][NEUTRAL] Um, ID cards and policy documents and things like that.
[AGENT][NEUTRAL] I mean so like add like add delete and policy to ID cards and all that, OK, um, let's see, I show that [PII] is on here, so I'll have to, I just have to get permission from her to add you to the account, um, so I'll just send an email to her asking and then what is your what is your email address? I'll CC you on it.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's the same as [PII] except it's [PII] and that's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] OK, [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, I'll send an email here in just a few minutes just as long as she gives me permission and we'll get you added and everything. She can also add you too, but I'm sure she's probably busy and doesn't know. I'll send the instructions for that as well.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Well, I, that's just it, she doesn't, she doesn't think she has.
[AGENT][NEUTRAL] Uh, well,
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] She has it. Let's see what.
[CUSTOMER][NEUTRAL] I'm just trying to get it for her so.
[AGENT][NEUTRAL] Gotcha. OK. Well, there's a thing out here for her. Hang on just a second, but it's OK.
[AGENT][NEUTRAL] You know the username out here. Let me just see if this is active. Give me just a second.
[AGENT][NEUTRAL] If this is the access that I mean if this is the access that she's wanting, it doesn't.
[CUSTOMER][NEUTRAL] I could probably just do.
[CUSTOMER][NEUTRAL] Forgot.
[AGENT][NEUTRAL] So [PII]. So that's the email address that I have out here um.
[AGENT][NEUTRAL] And she's winning it at the agency level, so I can do a password reset that'll go to her to that address, email address, and then she can just re reset the password, um.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Will it have the username on it or is the user name her email address?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah, that's her, that's her when she was married.
[AGENT][NEUTRAL] OK, that's the email that's her username that she has on here. So do you want me to send her a password reset?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, if you
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Would you please?
[AGENT][POSITIVE] Yep, I will absolutely do that. That might be easier then we won't have to read, but if she, yeah, let's see.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Make sure, OK.
[CUSTOMER][NEUTRAL] How long will she?
[AGENT][NEUTRAL] I'm sending it right now. What? I have to put a new password in seriously, I don't think I had to do that. Hang on.
[AGENT][NEGATIVE] I always get scared when I'm messing with this because I don't wanna mess anything up.
[AGENT][NEUTRAL] OK, let me look at another thing.
[AGENT][NEUTRAL] Do you think she wants a new username?
[CUSTOMER][NEUTRAL] Uh, probably if she can get one.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's been a while. That was not, yeah, that one.
[AGENT][NEUTRAL] Let me just send, let me just send her an email and let her know that she's got a a user name out here for this, but if she wants a different username, we can set her up with a different one, and she can tell me what she wants it to be, or she can actually go out there and set up a new one with a new username, I think, but let's see, let me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Tamper with that I can add her with a new username.
[CUSTOMER][NEUTRAL] Well.
[AGENT][NEUTRAL] Let's
[CUSTOMER][NEUTRAL] If we can if she can change her username herself just send her a password reset and and then she can do it.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] I don't know if it'll let her but let's see, hang on.
[CUSTOMER][NEUTRAL] Well, even if it won't it she'll live with it.
[AGENT][NEUTRAL] OK, alright, I'm gonna do a password reset.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] OK, it's just when I got an email.
[AGENT][NEUTRAL] Uh with password reset, so if you have any problems just call us back and we'll help troubleshoot, but she should have an email, OK? Is there anything else I can help you with? All right.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank thank you.
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] OK, [PII], have a great day. Thank you. mhm bye bye.
[CUSTOMER][POSITIVE] Thanks you too bye bye.