AccountId: 011433970860
ContactId: e3a3d6c7-d969-41d7-98f6-7ea4fd1a1719
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 815700 ms
Total Talk Time (AGENT): 294740 ms
Total Talk Time (CUSTOMER): 345514 ms
Interruptions: 4
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/e3a3d6c7-d969-41d7-98f6-7ea4fd1a1719_20250616T19:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], I'm [PII]. [PII], um, are you guys getting a lot of calls that people are having trouble logging into your system? I've had a few. I just got one from [PII] at at Integra Solutions.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And um she says um she can't log in says apparently APL log in has changed and when I enter my email address I get the below and it says the account could not be found uh using that provider but you know they go in all the time so did you guys change your system?
[AGENT][NEUTRAL] Yeah, so they would have to, right, yes, so 2 weeks ago, um, OSC was changed and there was a notice on the old OSC that it was changing and then the new one they have to reset up so they'll have to set it up like a brand new account.
[CUSTOMER][NEUTRAL] Alright, so I'm just responding to the um to the uh head of HR right now, so I'm just gonna uh let me just say what you just said to her um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I said I'm on with APL now and was told that a new what you call the system?
[AGENT][NEUTRAL] Uh, the OSC where they're where they're most likely trying to log in.
[CUSTOMER][NEUTRAL] OSC.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] System
[CUSTOMER][NEUTRAL] OK has been updated?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And there was notices on the old one.
[CUSTOMER][NEUTRAL] Updated
[CUSTOMER][NEUTRAL] And hang on, hang on one second and so what do they need to do? has been updated and.
[AGENT][NEUTRAL] Mhm, they have to just reset up their login.
[CUSTOMER][NEUTRAL] To gain gain access.
[AGENT][NEUTRAL] Uh-huh
[CUSTOMER][NEUTRAL] Access to gain access.
[CUSTOMER][NEUTRAL] The log in.
[CUSTOMER][NEUTRAL] Needs
[CUSTOMER][NEGATIVE] To be reset.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Notice
[CUSTOMER][NEUTRAL] Was provided.
[CUSTOMER][NEUTRAL] At the site
[AGENT][NEUTRAL] Uh huh, on the old OSC, yeah.
[AGENT][NEUTRAL] And then um you and groups would have gotten emails regarding the update as well. um.
[AGENT][NEUTRAL] But if you guys are anything like me, I don't, you know, pay attention to all the millions of emails I get either.
[CUSTOMER][NEUTRAL] OK, I'm on with APL. I was told I was told that they knew, hang on one second, I told.
[CUSTOMER][NEUTRAL] A new OSC system has been updated.
[CUSTOMER][NEUTRAL] A new system has been not updated then a new system has been installed, right?
[AGENT][NEUTRAL] Uh, so it is the same website. It was just revamped and so you have to start all over, like as far as your login and everything all over again.
[CUSTOMER][NEUTRAL] OK, alright, so has been, has been, has been redesigned.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] And if they have any problems, um, just tell her to you know, give us a call directly we can walk them through it.
[CUSTOMER][NEUTRAL] OK, let me just get this done here. I'm on with APL and was told the new OSC system has been redesigned.
[CUSTOMER][NEUTRAL] And to gain access, the login needs to be reset. Notice was provided at the site on the old OSC APL says emails were also sent out to advise, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I will
[CUSTOMER][NEUTRAL] Reach out
[CUSTOMER][NEUTRAL] To [PII].
[CUSTOMER][NEUTRAL] To help her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I'm just gonna get rid of this. The emails were sent out. I don't think that accomplishes anything. I will reach out to [PII] to assist. OK. I'm on with APL. I was told the new OSC system has been, has been set up. OK, let me not even use redesign. We'll say has been.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Shut up.
[CUSTOMER][NEGATIVE] And to gain access, the login needs to be reset. Notice was provided at the site. Notice was provided at the site.
[CUSTOMER][NEUTRAL] Right of.
[CUSTOMER][NEUTRAL] The old OSC I will reach out to [PII] to assist. OK, can you help [PII] if I get on with us?
[AGENT][NEUTRAL] Oh, right now, um, yes, let me go ahead and get, uh, the document pulled out. Um.
[AGENT][POSITIVE] And we can, you know, go step by step.
[AGENT][NEUTRAL] Now, is she the broker or who, who is she? Who is [PII]?
[CUSTOMER][NEUTRAL] I'm the broker, no, no, no, she's the, she's the CEO of the company.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're the broker, but is this a company that you sold to?
[CUSTOMER][NEUTRAL] Yeah, I'm the broker mhm.
[AGENT][NEUTRAL] Like they're like oh OK so um.
[AGENT][NEUTRAL] I'm just trying to figure out which guide I need. Can I put you on hold for just a second while I get that pulled up and then we can call her?
[CUSTOMER][NEUTRAL] Yeah, this is the you would need the user guide because I think this is saying here APL user details and it says account could not be found for the provided provided user ID.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, so that's happening because she hasn't reset it up. So if she goes in to reset it, yeah, OK, hold on just a second, OK?
[CUSTOMER][NEUTRAL] Yeah, OK, so that's what we're hoping to do, OK.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Sir,
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, I've got it all pulled up here so we should be good to go um.
[CUSTOMER][NEUTRAL] Alright, hang on one second.
[CUSTOMER][NEUTRAL] I just sent her a text message just say calling you now to help you with the APL log in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me just give her a couple of seconds and uh we'll give her.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alright, I'm gonna try her.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I have [PII] on uh from Integra Solutions and um maybe you could assist we just wanna get her logged in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, so I can also email you the how to guide if I'm more of a visual person so I like to see the guide, um, but I can email that to you if that would be helpful as well.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah that works too. [PII], they, they redid their site they basically the uh OSC has um been redone and uh they claim they sent out emails to uh to notify I didn't recall seeing any you may have not either. No so I think now [PII] is the main person on APL, so I think maybe she received them.
[CUSTOMER][NEUTRAL] But I'm not sure. So what would be the easiest way to get this accomplished for [PII] and that way maybe we can help [PII] if she had any issues. [PII] probably didn't have an issue because she didn't mention it. Right.
[AGENT][NEUTRAL] Yeah, it, it's, I mean it's completely up to you guys like I said, I can, you know, you can get on the website I can talk you through it, but for me I'm more vis of a visual person so I like to, to use, you know, guides.
[CUSTOMER][NEUTRAL] Yeah, that's fine. You can send it to me, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What is the best email for me to send it to?
[CUSTOMER][NEGATIVE] I need my income.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] I'm
[AGENT][NEUTRAL] I'm so sorry you cut out a little bit. I got INT.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh huh. [PII]. OK, so that's gonna come directly from um our APL email address so if you have any questions or anything like that you can just reply back to that email um and we can you know get anything trouble shot or give you a call back or anything that you know you need to assistance with that way.
[CUSTOMER][NEUTRAL] So I used to be able to log in with my email and I would be able to make payments and things like that but I wouldn't get emails when.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] The invoice was posted or like the payment confirmation, is that maybe why I didn't get an email?
[AGENT][NEUTRAL] Yes, so it's gonna go to whoever generally gets the emails from APL so like all of the brokers got emails from us along with all of the groups and like in the insured.
[CUSTOMER][NEUTRAL] OK, so that's probably OK, that's probably why then. So are we able to have two contacts in APL for the same company?
[AGENT][NEUTRAL] So if you have one person set up as the group administrator then that's and if she's already set all of that up the other individual you were talking about then she would be like that's whose email you're going to want to use to log into this as the main person and then you can set up users underneath that so then you would be able you guys could set yourself up you could set you and she could set you up as a user and you would be able to log in like you had previously.
[CUSTOMER][NEUTRAL] So she has to set me up first.
[AGENT][NEUTRAL] Well, unless you want to be the one, but since her email was the primary email that's the one you're gonna need to use to set up so like if that's I mean she'll be getting like any email confirmations um and codes and things to get things started and then after that you guys can you know.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Updated accordingly.
[CUSTOMER][NEUTRAL] So I can't do that as the agent for [PII]. I can't, uh, in other words come into the system and, and add her for her. It has to go through, through, uh, [PII].
[AGENT][POSITIVE] No, you're right.
[AGENT][POSITIVE] Correct. Mhm.
[CUSTOMER][NEUTRAL] OK, yeah, then that's probably what happened because she's the main person now she gets all the like notifications for the bills and the the payments and all that.
[AGENT][NEUTRAL] Mhm yeah so you would have to be set up as a user underneath that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. So it's what you're sending [PII] what she can share with with [PII] to say OK this is how you'll set us up uh set up [PII] as a user OK great.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it'll have all of the groups set up underneath there and then as far I'm just trying to this was just an email that they sent out sent out um Friday to all of us as like a kind of a how to guide so I'm trying to just read through it real fast and make sure that you don't need anything else um.
[AGENT][NEUTRAL] So I will set you, send you to, it's gonna show you using the new OSC and then also creating and logging into the OSC.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] Yeah, you're welcome thank you is there anything else I can do for you guys?
[CUSTOMER][POSITIVE] No, I think we're good [PII] if you have any issues um she said you can respond back to that email or if that's not working just let me know. OK perfect thank you. All you.
[AGENT][NEUTRAL] Yeah, or you can call at any time, mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Will do. Thank you guys all right have a good rest of your day thank you. All right bye.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] You too, bye.