AccountId: 011433970860
ContactId: f4f56315-5a9e-4503-9fa6-8d5107e5a009
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309079 ms
Total Talk Time (AGENT): 121519 ms
Total Talk Time (CUSTOMER): 75689 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/f4f56315-5a9e-4503-9fa6-8d5107e5a009_20250611T14:28_UTC.wav
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[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello, can you hear me?
[AGENT][NEUTRAL] EPO this is [PII].
[CUSTOMER][NEUTRAL] Uh, [PII], this is [PII] on the care team. Can you hear me?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I, I've got a broker [PII] on.
[AGENT][NEUTRAL] Well, it's kind of, it's like it's going OK.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] It was just going in and out, but you said [PII].
[CUSTOMER][NEUTRAL] Oh yes, uh broker on the line, he's having trouble in getting error messages trying to set up his account. I was gonna transfer him over.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Hello, [PII]. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm just going through the process of creating, uh, setting up our OSC account I'm getting error messages.
[CUSTOMER][NEUTRAL] You still there?
[CUSTOMER][NEUTRAL] If you can hear me, I cannot hear you.
[AGENT][NEUTRAL] OK, now I can hear. I was like, what is going on?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you said you're trying to log into the new OSC.
[CUSTOMER][NEUTRAL] Yep, I'm getting an error message.
[AGENT][NEUTRAL] Uh, what's the error message?
[CUSTOMER][NEUTRAL] Uh, let me do real quick again. I'm telling you.
[AGENT][NEUTRAL] Are you creating an account or you're trying to log back into an account you've already created this?
[CUSTOMER][NEUTRAL] Well, I was told we had to create that your system changed we had to create an OSC account so I'm trying to create it for both agency and myself.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. So only put in the information with the asterisk.
[AGENT][NEGATIVE] So there should only be 3 questions. Don't fill out all of it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Says error no user was found with the information that was entered.
[AGENT][NEUTRAL] Uh, what's your last name?
[CUSTOMER][NEUTRAL] And and and this was I tried to set up the agency.
[CUSTOMER][NEUTRAL] So I put in our tax ID in my email.
[AGENT][NEUTRAL] OK, no.
[AGENT][NEUTRAL] What's your, uh, what's the agency name?
[CUSTOMER][NEUTRAL] Choice benefits.
[CUSTOMER][NEUTRAL] In
[AGENT][NEUTRAL] Can you spell it?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And [PII]
[AGENT][NEUTRAL] [PII] and you're using tax ID number.
[AGENT][NEUTRAL] Confirm the tax ID number you're using.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what email address are you using?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And
[AGENT][NEGATIVE] [PII] and I do have [PII] with the zip code [PII], and it's still saying it's an error.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, can you send that to the sales department um.
[AGENT][NEUTRAL] It's gonna be [PII] and just put that screenshot on there and just put the screenshot of what you're putting in that's, that's causing the error so that way they can fix it cause it should be working cause I'm looking at it in the computer and everything matches um but they're the only department that can change it, so I don't know if there's another screen that they need to change, but I do have that tax ID number with this email. Have you tried to set up as a broker first?
[CUSTOMER][NEUTRAL] Uh, I did that also. I got the same error message.
[AGENT][NEGATIVE] But it should, I don't know why it's still not doing.
[AGENT][NEUTRAL] Yeah, can we send that in an email?
[AGENT][NEUTRAL] And just put OSC and login error and just send that screenshot and that goes to a special team that works on those directly like when we can't do it over time.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I can.
[CUSTOMER][NEUTRAL] And you said and what email yeah what email address should I use?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Alright, I'll send that right now.
[AGENT][POSITIVE] All right. Thank you so much, [PII].
[CUSTOMER][POSITIVE] Thank you appreciate it alright bye.
[AGENT][NEUTRAL] Uh