AccountId: 011433970860
ContactId: 105b2e9e-2736-4f2e-9c9d-729d326822fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 958380 ms
Total Talk Time (AGENT): 501527 ms
Total Talk Time (CUSTOMER): 449197 ms
Interruptions: 17
Overall Sentiment: AGENT=0.7, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/105b2e9e-2736-4f2e-9c9d-729d326822fd_20250602T17:45_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with the APL care team.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have a [PII] on the line.
[AGENT][NEUTRAL] Oh, yeah, [PII]. Uh-huh.
[CUSTOMER][NEUTRAL] OK good because he was like well I don't know what I am. I'm a broker of a broker. I'm like alright I don't know what that means.
[AGENT][NEUTRAL] He belongs on this side.
[CUSTOMER][NEUTRAL] OK, um, he was one he was wanting to get some information about the OSC. I think he's having some issues, um, logging in, and I was told for, for any broker just to go straight to you guys, um, and I was, OK, OK, um, and do you want his call back number? You've got it. Alright, well, you're good to go. Why am I even here?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][POSITIVE] Mhm, absolutely, yeah, I'll take it. Mhm. I've got his callback number and everything.
[AGENT][POSITIVE] I've got it. I just got off the, I just got off the phone with him. Yeah, you're good, you're good. All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, give me just one moment and I'll transfer you. What's your name and I'll introduce you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], OK, one moment.
[AGENT][NEUTRAL] Mhm, mhm.
[CUSTOMER][POSITIVE] Hi [PII], I have [PII] on the line and broker resources, and she'll be able to help you with that.
[CUSTOMER][POSITIVE] OK, all right, thanks so much.
[AGENT][NEUTRAL] Hey [PII], you're trying to get registered? Oh sorry.
[CUSTOMER][NEUTRAL] Right, thank you for calling APL.
[CUSTOMER][POSITIVE] I know, yeah, we're, we're gonna be best buds I guess. Thanks, [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] It's all good.
[AGENT][NEUTRAL] Well, let's see, when did you try to register? Was it recently?
[AGENT][NEUTRAL] On the online service? OK.
[CUSTOMER][NEUTRAL] Yeah, since, you know, 3 seconds after [PII], you know.
[AGENT][NEUTRAL] OK, got you. Well, I know we were having problems this morning and they told us it's been resolved, so let's just, let me look at your information real quick. Let me get your, let me, I'm getting your account up. Give me just a second here.
[CUSTOMER][NEUTRAL] On a Friday.
[CUSTOMER][NEUTRAL] Alright, yeah, [PII], I don't know if I'm a rare breed, but you know I kind of like I'm a broker's broker or GA actually, and I have like 12, like 6 names, um, so I don't even know how where to begin.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the new process from what I understand because I haven't had to get mine done yet, but anyways, um, so now you're
[CUSTOMER][POSITIVE] No, I won't judge. It's all good, yeah.
[AGENT][NEUTRAL] No, you're fine. So now you have to register with an email address instead of a username.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] So the email that I have on your under your name, under your account is [PII], it's [PII] yes, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, is that old one that [PII]. Oh, [PII] is updating me, OK.
[AGENT][NEUTRAL] So do you have the OSC up right now because I wanna see if you can get on. I haven't been able to get somebody to tell me that they've gotten in yet. So do you have time to get on the our center and see if it'll let you register? OK, because you have to like re-register as a new person.
[CUSTOMER][NEUTRAL] Yeah, I have, yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah, before the thunderstorms start hitting us.
[AGENT][NEUTRAL] Oh gosh.
[CUSTOMER][POSITIVE] Correct, yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's OK. I mean, I mean, uh, you helped me with the, with the invoice. Nobody's calling me today, none of my brokers, because heaven forbid they sell on a Monday. Just a little jab right there that I treat every day like 4th quarter. But, but, um, do you want me to just what, which role best describes me? Should I hit agency?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, I know.
[AGENT][NEGATIVE] Yeah, Monday, Monday is a bad day.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So you're gonna be, I mean, is it an agency level so you're trying to log in at the agency level so this is under your personal account so this is under [PII] are you, what agency are you attached to? Is it just?
[CUSTOMER][POSITIVE] Yeah, let's do mine first.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Yeah, uh, yeah, it's [PII] insurance. I mean, what am I gonna do with the other brokers that I deal with because I use the same email. I mean, I use different emails based on, you know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So what you'll do.
[CUSTOMER][NEUTRAL] It's kind of gonna kinda get weird.
[AGENT][NEUTRAL] No, you're fine. What'll happen is like you, we'll get you registered and then you can go to settings, manage users, and you can add whoever else you want to have access under that under your account. You can give them level 12 or 3 access. Level 1 just basic access where they can.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, like the, like the old days, OK, yeah, I got you. OK, alright, so which which role best describes myself it's I'm gonna hit agency then.
[AGENT][NEUTRAL] Mhm, yeah, yeah. OK.
[AGENT][NEUTRAL] So, OK.
[AGENT][NEUTRAL] Agent agent broker, yes, agent broker if you're doing your personal account, if you're doing the agency account that would be you wanna do the agency.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, let's do that one.
[AGENT][NEUTRAL] OK. And what is, what's the name of your?
[CUSTOMER][NEUTRAL] No, I'll do each and a broker. Let's do me.
[AGENT][NEUTRAL] You see I'm on your account, your page, OK, OK, go ahead, sorry.
[CUSTOMER][NEUTRAL] Well, mine's gonna be [PII].
[CUSTOMER][NEUTRAL] OK, yeah, it's gonna be Evans Insurance LLC, so I'll hit agent or broker and then hit next.
[AGENT][NEUTRAL] OK, I'll look that up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me just put my 1987 email address in there.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Alright, now it says complete your access, uh, account set up, which is the first time I've ever gotten that far.
[AGENT][NEUTRAL] Mhm. That's gonna have that, you know, yeah.
[CUSTOMER][NEUTRAL] So email address OK.
[CUSTOMER][NEUTRAL] Buying display name just uh I'll just do my old name.
[CUSTOMER][NEUTRAL] So I know you have the name [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] It says uh claim not verified email address.
[AGENT][NEUTRAL] OK, hang on just a second because I'm trying to get back to your account and this I can I'm having issues on my end for a second. OK, [PII], here we go. Let's see. Let me get over to that screen again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] I don't know if [PII] changed it or not because I told her which my default address is gonna be whatever.
[AGENT][NEUTRAL] OK, so we have you as [PII] in the system. What's your zip zip code or did it ask you for the zip code?
[CUSTOMER][NEUTRAL] Not this time it's just asking me for my uh email address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so the
[CUSTOMER][NEUTRAL] Oh well it says send verification code maybe I'm not reading it. Hold on, let me check that.
[AGENT][NEUTRAL] Yeah, supposed to send you a verification code supposed to.
[CUSTOMER][NEUTRAL] OK, right.
[AGENT][NEUTRAL] If it
[CUSTOMER][NEUTRAL] Didn't force me to do that hold on.
[AGENT][NEUTRAL] OK, you're fine.
[CUSTOMER][NEUTRAL] Why?
[CUSTOMER][NEUTRAL] I don't know. I know you're not that old to watch. Do you remember the movie Airplane?
[AGENT][NEUTRAL] Yeah, I'm old. I'm old.
[CUSTOMER][NEUTRAL] The, the comedy movie airplane at all? OK. Well, I picked a good day to stop sniffing glue.
[AGENT][POSITIVE] Yeah, yes, I do, yeah.
[AGENT][POSITIVE] That's funny.
[AGENT][NEUTRAL] Yeah, yep, yep.
[AGENT][POSITIVE] That's hilarious.
[AGENT][POSITIVE] Oh gosh, that's funny.
[CUSTOMER][NEUTRAL] I know if I, um, ever could make more money doing stand up comedy, I'd be doing that instead of insurance, but insurance pays really well.
[AGENT][NEUTRAL] It does, it does.
[CUSTOMER][NEUTRAL] OK, it does, yeah, alright, so please wait while I process your information. Alright, save. Alright, I agree in terms of service. I, I agree to privacy. Oh, there we go, OK.
[CUSTOMER][POSITIVE] I have been successfully created. Go to dashboard, OK.
[AGENT][POSITIVE] Oh my gosh, please, please be the right thing. Yes, yes, yes.
[CUSTOMER][NEUTRAL] Let me just see if that works now.
[CUSTOMER][NEUTRAL] Oh, it's gonna send verification code all the time, uh.
[AGENT][NEUTRAL] It's good to have the two factor authentication stuff we have to do it when we log in every morning. It drives me nuts, yes, yes, you have to, yes, yes, yeah.
[CUSTOMER][NEGATIVE] I hate to double
[CUSTOMER][NEUTRAL] Yeah I know I know.
[CUSTOMER][NEUTRAL] Oh, do you? Yeah, I know.
[CUSTOMER][NEUTRAL] I know Affleck did that years ago and then colonial life.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And then, and then even on the email you gotta do 2 authentication.
[AGENT][NEUTRAL] Yeah, trying to make everything secure.
[CUSTOMER][POSITIVE] Yeah, I know, I know hippo. God blessIPAA.
[AGENT][NEUTRAL] Mhm. All them hackers out there they're trying to hack in to get people's stuff. It's crazy.
[CUSTOMER][NEGATIVE] One of the worst things ever.
[CUSTOMER][NEGATIVE] Yeah, and they still get by, you know, when I got an [PII] mother that, uh, uh, why didn't, why didn't they pay my son pass? Why do I have to hit full I'm like, don't do it, mom.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh yes, yes.
[CUSTOMER][NEUTRAL] Uh, ver verification verify.
[CUSTOMER][NEUTRAL] Alright, so alright, hasn't done yet.
[CUSTOMER][NEUTRAL] On behalf of American public life.
[CUSTOMER][NEUTRAL] Verification code we value your privacy alright.
[CUSTOMER][POSITIVE] I'm um I know it's working. I'm just waiting for everything to go OK there we go OK.
[AGENT][NEUTRAL] They're fine, they're fine. Yeah.
[CUSTOMER][POSITIVE] Activation fund. OK, so that's me, which is great. Now, how do I do the people that I help?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So what's on what's on your dashboard? Is there something that says settings or anything that by your name?
[CUSTOMER][NEUTRAL] Um, probably, um.
[AGENT][NEUTRAL] Manage users
[CUSTOMER][NEUTRAL] By my name it says production agents groups manage users.
[AGENT][NEUTRAL] Go to manage users get to manage users.
[CUSTOMER][NEUTRAL] But I'm man but uh this is kind of weird. I'm managing myself. I don't need anybody else to view my account it's my personal account. I need to view the other, the other groups that I have.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] OK, so we need to do that. So this is your personal account. So you wanna set somebody up at the agency account, right? OK, let me get to your agent, see what address we have on your agent. Let me see what address we have on the agent one. Hang on just a second, on the agency, sorry.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Correct, uh huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it's called [PII]. What did you say it was called [PII]?
[AGENT][NEUTRAL] I don't know why I don't know.
[CUSTOMER][POSITIVE] Well, [PII] insurance, yeah, it's so original, yeah, I know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, why is that not come up under insurance.
[AGENT][NEUTRAL] Uh, is this through National Agency Solutions?
[CUSTOMER][NEUTRAL] Well, unless
[CUSTOMER][NEUTRAL] Yes, yeah.
[AGENT][NEUTRAL] OK, that's why. OK.
[CUSTOMER][POSITIVE] And they probably put me as at, at uh [PII] if you spoke Spanish, you'd be laughing right now.
[AGENT][NEUTRAL] Yeah, I don't, but it sounded funny. um, let's see, national agency solutions. So I think if your umbrellaed under them, I don't know if ever does your.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you pull your own commission statements or do you have to go through them to get your commission statements?
[AGENT][NEUTRAL] You know, like,
[CUSTOMER][NEUTRAL] Oh, I, I pull my own.
[AGENT][NEUTRAL] You pull your own, OK, because you're at your because you're, because you're at your level, OK, because when I go out here to type in your in your agency, it doesn't show up out here. So what did, let me, let me see if I can see something. Give me just a second. Let me get it, see if I got my, I don't think I have admin access.
[CUSTOMER][POSITIVE] Yeah, because everything's funneled to yeah.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah I mean I can give you, you know, the other user names that I had.
[AGENT][NEUTRAL] Yeah, I'm gonna see if I can get to that screen. Give me just a second. Let's see where is my username screen, the old one. OK, do you know what the username would be and what was the username? I'm gonna see if I can search the account from there.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Like, uh, one would be [PII], and then it stands for the Risk Management Group, so it's [PII]. So [PII] would be one of my five usernames.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] There it is. OK, so this one's tied to [PII], I guess that's the.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, that's the broker, uh huh.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So is he under you?
[AGENT][NEUTRAL] [PII]. OK, OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So I'm trying to see, so he said that you've got that email address tied to [PII]. Let me go look under [PII]. Hang on a second.
[AGENT][NEUTRAL] I can tell right now those are gonna get complicated when there's all these layers out here.
[AGENT][NEUTRAL] But we'll get through it. Let's see, OK, national agency. I can pull him up.
[CUSTOMER][POSITIVE] Yeah, if you want me to get out of a call uh so you can do other things, you just let me know. I don't wanna be a burden on you.
[AGENT][NEUTRAL] No, you're not being a burden to me at all because I'm trying, I'm trying to make sure we get this all straightened out because I've, you're not, you're like I just thought you called and I knew I didn't know if you tried to get on because I've had several other people I'm trying to follow up with too, but since I had you I thought I would check and see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, well, I bet my tongue, I bet my tongue on the previous call saying what person or what company unveils their website 3 minutes after closing on a Friday afternoon, but.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, but whatever is what it is.
[AGENT][NEUTRAL] Yeah, yeah, yeah, yep.
[AGENT][NEUTRAL] OK, so [PII] [PII], he's out here under that. So, but this is all of this looks like the uh the risk management group. Let me, he's got the risk management group.
[AGENT][NEUTRAL] Are you associated with him is that his agency?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Yeah, that's [PII]'s agency, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, OK, OK, OK, now I know what I need to do. Bear with me just a second, sorry, let me get back over this way.
[AGENT][NEUTRAL] OK, no, let me get that.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] So you are tied to.
[AGENT][NEUTRAL] National Agency solutions and so the tax ID number for you is that 261 number [PII], so I guess this.
[AGENT][NEUTRAL] This agent master.
[AGENT][NEUTRAL] Everything for yours under one account, that's what's throwing me out. So at your level when you're in right now, can you see all of your accounts? You can see all of them, right?
[AGENT][NEUTRAL] All the groups under you?
[CUSTOMER][NEUTRAL] Um, I would presume so. Well, well, let me just see, hold on, I'll look at that now. I hit APL and it puts me right back in without any second authorification. Alright, hold on, I'm just waiting for the thing to.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The week Apollo
[CUSTOMER][NEUTRAL] Um, active groups, 31 groups, which sounds about right, right, because those are just my personal groups.
[AGENT][NEUTRAL] Yeah, OK, so that's all of yours, OK, and so do you wanna add brokers to see, what do you want the brokers to see, um, are you wanting to see their accounts or?
[CUSTOMER][NEUTRAL] Sure, never enough.
[CUSTOMER][NEUTRAL] Yeah, those are all in my.
[AGENT][POSITIVE] I'm just trying to make sure I'm getting you in the right.
[CUSTOMER][NEUTRAL] Yeah, because, sir, heaven forbid they train their admins to go on to the OSC and download an invoice or get a duplicate card. I do bring some service.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, I'm really just there for quoting and implementation, but I kind of go above and beyond so you know I download cards and download invoices for them.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, you do, you do a lot, yeah.
[CUSTOMER][NEUTRAL] Term employees
[AGENT][NEUTRAL] Got you, got you. OK, so.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Pays off in the long run.
[AGENT][NEUTRAL] Yeah, for sure it keeps you from having a a red flag come up or some issue go on. So, OK, so under your account you don't need anybody at your under your account to look at any of that stuff because those are your personal accounts, OK.
[CUSTOMER][NEUTRAL] No, no, it's just, no, I only have 3 employees, me, myself, and I.
[AGENT][NEUTRAL] OK, OK, so like, so like with [PII], [PII] has his own agency, yeah, you mean my myself and that's funny, I say that a lot, um.
[CUSTOMER][NEUTRAL] Yes, she does.
[AGENT][NEUTRAL] So [PII] we need [PII]'s gonna have to go out there and he's gonna have to register just like you did. He's gonna have to re-register with his email address that we have on his account and then if he wants, if you want, if you need access to his account.
[CUSTOMER][NEUTRAL] This is the mark that on CE credit.
[AGENT][NEUTRAL] She can add you as a manage he could put you on as a managed user.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Alright, so they're gonna have to give me access?
[AGENT][NEUTRAL] Does that make sense?
[AGENT][NEUTRAL] Yeah, yeah, because I mean they have to because it's their it's his agency so then he's gonna have to, he has to go on and register, he's gonna have to reregister just like you did for his agency and then he can add anybody under there that he can add managed users just like you, yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] OK, got you. uh, OK. Oh boy, I'm gonna have to do that for everybody then because heaven forbid they know how to do that. OK, all right. I mean it's not that many. I'm friends with most of them, so all right, I'll handle it that way.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Well that's good. OK, OK, we'll send them out if they have any issues. I'll be happy to help them, OK.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][POSITIVE] All right, thanks so at least you got me up and running. All right, [PII], thanks. All right, you take care. All right, bye-bye.
[AGENT][POSITIVE] Yes, exactly. Thank you. Have a good day. You too, bye.