AccountId: 011433970860
ContactId: 03056781-0ac2-4ae8-890f-190c89baf8ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 504339 ms
Total Talk Time (AGENT): 293384 ms
Total Talk Time (CUSTOMER): 138286 ms
Interruptions: 5
Overall Sentiment: AGENT=0.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/03056781-0ac2-4ae8-890f-190c89baf8ff_20250606T20:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, this is [PII] with Babcock Consulting Group. We have a few clients. We're a brokerage firm and we have a few clients with American Public Life, and I'm trying to get on the website to pull commission statements like I always do and did y'all redo.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The whole website?
[AGENT][NEUTRAL] Um, yes, we launched a new OSC Monday and we sent all communication in the past like 2 or 3 weeks to all the brokers that we had.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, um, is there a way you can find out who those emails went to in our company? I'm, I'm the CFO and I, I do not remember getting any of them.
[CUSTOMER][NEUTRAL] And so I just wanna see who I need to track down.
[AGENT][NEUTRAL] Um, I mean, I don't, I mean, it comes from my marketing team. What it, let me look up Babcock.
[AGENT][NEUTRAL] Consulting group correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] Um, I mean, I have [PII] as he's a broker with us, correct? Um.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yes, that's my boss, that's our CEO.
[AGENT][NEUTRAL] So possibly him again, that's.
[AGENT][NEUTRAL] That is what I'm guessing who it went to because it was to all brokers and to all of our groups.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Got you. OK, I'll, I'll go dig through, yeah, because I'm completely locked out of y'all system now.
[AGENT][NEUTRAL] So he is
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah well I mean I can help you set it up. I don't know really what the um.
[CUSTOMER][NEGATIVE] And having a difficult time.
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] What the marketing email said besides like we're launching and you'll have to create a new account so like I'm happy to like help you right now.
[CUSTOMER][POSITIVE] Oh perfect. No, I would love that. I didn't know if it had to come from [PII]. No, I would love it because he never gets on.
[AGENT][NEUTRAL] Is that OK? Yeah.
[AGENT][NEUTRAL] Yeah, no, no, no, um, it is.
[AGENT][NEUTRAL] OK, no, I understand that it is gonna be sensitive to the information that we have, so let me, I just wanna make sure that I've got.
[AGENT][NEUTRAL] Give me just a second, um, [PII].
[AGENT][NEUTRAL] see.
[AGENT][NEUTRAL] OK, and you have his email address and then you have the tax ID number?
[CUSTOMER][POSITIVE] Yes, I have everything.
[AGENT][NEUTRAL] OK perfect so if you go into um I'm assuming that you went in to sign in on our website.
[CUSTOMER][NEUTRAL] Uh, yes, I did.
[AGENT][NEUTRAL] OK, and then on.
[CUSTOMER][NEUTRAL] But I wasn't sure if I need to go in through the broker's tab or if it was just sign in on the main page.
[AGENT][NEUTRAL] OK, OK, so did you click on create your LSC account?
[CUSTOMER][NEUTRAL] Um, no, I didn't. I just tried to log in.
[AGENT][NEUTRAL] OK, so let's go to create, yeah, create your own OSC account and do you know that if you had an agency account or a broker account, the last one that you had, I can check to see what we had.
[CUSTOMER][NEUTRAL] So I can like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Let me see if I can
[CUSTOMER][NEUTRAL] Mm, on our commission statements it does say agent's name but to be honest I, I couldn't tell you uh I have let me see, hm.
[AGENT][NEUTRAL] Yeah, OK. Let me see.
[CUSTOMER][NEUTRAL] I have contact numbers and policy numbers if that would help but anything.
[AGENT][NEUTRAL] Um, let me just look, give me just a second. I.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So Babcock Babcock Consulting Group did have an agency account and then let me see, I'm gonna look up [PII].
[AGENT][NEUTRAL] I'm assuming that his agent, this is [PII]'s agency, is that correct? And it has, OK, OK.
[CUSTOMER][POSITIVE] Yeah, that is, yes, that is perfect.
[AGENT][NEUTRAL] And then 11197.
[AGENT][NEUTRAL] And he also had a um an agent account so both of these are for and I'm sorry, what was you're [PII], OK, I see you now.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK. OK. So,
[AGENT][NEUTRAL] We're gonna go
[AGENT][NEUTRAL] We gotta do this
[AGENT][NEGATIVE] Let me go back to Babcock Consulting. Sorry, I've to switch screens when I go back and forth. It's a little bit of a headache.
[CUSTOMER][NEUTRAL] No, that's OK.
[AGENT][NEUTRAL] OK, so let's click on agency first.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then let's go to um next, the blue button next.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then it should bring you to the field that has an asterisked by the tax ID number and the asterisk by an email. If you could put the agency tax ID number and then um the we have [PII]'s email.
[AGENT][NEUTRAL] For this agency, so that would need to go into the email.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's it.
[CUSTOMER][NEUTRAL] And do y'all want the dash in the tax ID or no dash?
[AGENT][NEUTRAL] I know, I think it's just all numbers. I don't think there's no any dashes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I'll click this.
[AGENT][NEUTRAL] Do you have access that I might have already asked this, and I apologize it's been a day. Do you have access to [PII]'s email?
[CUSTOMER][POSITIVE] Yes I do.
[AGENT][NEUTRAL] OK, so whenever you do the tax ID number in the email, you're gonna hit next.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then it's going to have you put um another email in there is that what it's showing at the top and then to get a verification code?
[CUSTOMER][NEUTRAL] No, it's asking me to complete your account set up.
[AGENT][NEUTRAL] OK, yes, do that please. Just a blue button, correct? Yes, sorry.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yes, and now, yes, now it's asking me for the email, so I'll type, I'll type in [PII] right now.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, so let's put, yes, yes, yes, let's put his.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I'm sending the verification code and I'm logging on to his email now.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] I really appreciate you taking the time. Thank you very much.
[AGENT][NEUTRAL] Of course, yeah of course it's been, I will say and I will, um, it's been a little bit of a headache. This is obviously growing pains for all of us so please like we understand that there are issues and our I our IT team is actively working on these issues so please reach out if you see issues while using this but we probably already know about them and we are working on them. I just kinda wanna give you a.
[AGENT][MIXED] A little caveat there cause it is, it's a little bit stressful and I do apologize.
[CUSTOMER][NEUTRAL] Oh no, I understand. Every time you switch it's always an issue.
[AGENT][NEUTRAL] So sorry.
[AGENT][NEUTRAL] It's always something.
[AGENT][NEUTRAL] So you should be able to get that verification code, put it back into um your screen that you're on, and then just hit verify code, then you'll create your password.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, I'm sorry I'm still waiting for the verification email it's.
[AGENT][NEUTRAL] And then after that,
[AGENT][NEUTRAL] OK, sometimes it takes a minute.
[AGENT][NEUTRAL] I'm gonna see if I can, um, my headset's about to die, so I'm gonna see if I can switch out for a different headset. If I, if you lose me for a minute, I'm here, but I don't want my um headset to die on you, so give me just a second.
[CUSTOMER][NEUTRAL] Mhm.