AccountId: 011433970860
ContactId: f464f376-139b-4cd2-aee2-bfbb41b7aa65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168059 ms
Total Talk Time (AGENT): 73307 ms
Total Talk Time (CUSTOMER): 67252 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/f464f376-139b-4cd2-aee2-bfbb41b7aa65_20250616T14:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Hello [PII], my name is [PII], and I am actually an employer, not a broker, because every month I go in on I log in online and I get our bill. Well, all of a sudden today it says that I can't find my account.
[AGENT][NEUTRAL] OK, yeah
[CUSTOMER][NEGATIVE] Which is very odd.
[AGENT][NEUTRAL] Yeah, we actually just launched our new portal maybe 3 weeks ago, um, so you will have to create a new login based on your credentials. Now, are you, do you know if you are the primary contact for the group?
[CUSTOMER][NEUTRAL] I should be.
[AGENT][NEUTRAL] OK, let me just check for you real quick. What is the group name and number?
[CUSTOMER][NEUTRAL] It is Levinson built uh hang on one second with the number, hold on, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I I'm going to find a job.
[CUSTOMER][NEUTRAL] It is uh 2 26071.
[AGENT][NEUTRAL] 26071. OK.
[CUSTOMER][NEUTRAL] Yeah, and it's, it is, it is, it's probably should say Levinson built and then it says uh doing business as all American shutters and glass.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Then let's see.
[AGENT][NEUTRAL] Yes it does say um you and your email are the primary contact so what you'll have to do when you get to that login screen is right below where it says log in um it says create your OSC account do you see that?
[CUSTOMER][NEUTRAL] Oh yes.
[AGENT][NEUTRAL] OK, so you'll have to create that and then do um select group.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Wait, am I, am I the group?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] It says agency ethical.
[CUSTOMER][NEUTRAL] Uh, groups
[AGENT][NEUTRAL] And then all you'll have to input is.
[CUSTOMER][NEUTRAL] Uh, OK, got it. So once I, once I do this, then it'll allow me to allow other people access, right? I'll be able to give other but, OK, got it. Alright.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes ma'am and just just as a heads up you only have to do the items that have an asterisk on it um those are I would just do those don't do everything else.
[CUSTOMER][NEUTRAL] Dot
[CUSTOMER][NEUTRAL] OK, thank you very much because I don't have time for everything. OK.
[AGENT][NEUTRAL] Of course, of course.
[CUSTOMER][POSITIVE] I appreciate you.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Let us know if you need anything else OK?
[CUSTOMER][POSITIVE] All right will do thanks so much take care bye bye.
[AGENT][NEUTRAL] You as well.