AccountId: 011433970860
ContactId: 105e42d8-e673-42b1-b951-1c11afec61c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1045420 ms
Total Talk Time (AGENT): 344445 ms
Total Talk Time (CUSTOMER): 610791 ms
Interruptions: 10
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/105e42d8-e673-42b1-b951-1c11afec61c9_20250609T16:01_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] on the care team. I've got a [PII] with Brown and Brown, uh, broker's office, um, and she said last week she was able to pull an invoice and log in, but now she's getting an entirely new prompt, um, so I was gonna see if someone could help her and broker resources.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, sure try.
[CUSTOMER][NEUTRAL] Um, uh, the callback number is [PII] and then I'll, um, introduce you and then release her. Is that OK?
[AGENT][NEUTRAL] Yeah, fine.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][POSITIVE] OK [PII], I've got [PII] on the line and she'll be able to assist you today, OK?
[CUSTOMER][POSITIVE] Thank you. Thank you.
[AGENT][NEUTRAL] Hey [PII], it's [PII]. How are you?
[CUSTOMER][POSITIVE] Good, how are you?
[AGENT][NEUTRAL] I'm well, um, so she's saying that you were able to log in last time last week, but then now we're not able to.
[CUSTOMER][POSITIVE] Awesome.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] OK, so we all have my boss [PII] has an account with APL secured where we are able to access at the broker level the accounts and I am no longer able to log in. I wanted to pull an invoice for one of my groups that just joined 61, and they need to pay their bill and we haven't received it, so I'm like, not a problem let me log in.
[CUSTOMER][NEUTRAL] And so if something happened with APL secured online services center that you've asked us to to link things?
[AGENT][NEUTRAL] So are you on the new OSC or yeah, so are you on the new OSC or the old OSC?
[CUSTOMER][NEUTRAL] Have you all done an update?
[CUSTOMER][NEGATIVE] Well, I thought I was on the old, but now it's prompting me to the new one so I don't think I have access to the old one anymore.
[AGENT][NEUTRAL] Right, yeah, so we launched it, uh, last Monday and sent all communication out to brokers on that are appointed with us, yeah, so she's going, yeah, she is gonna have to go in to create the OSC for herself, like for the broker part of it and then she's gonna have to add like all of the users once she's in so.
[CUSTOMER][NEUTRAL] OK, well, she didn't read it.
[CUSTOMER][NEUTRAL] OK, well, that explains it.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, but then how can I, what can I do to assist her like if she has, she has to create her own account, right under agent or broker first?
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] Or under agency. What does she have to do first?
[AGENT][NEUTRAL] Um, so does she have, let me look in my system and see, do you know where her commissions get paid for too?
[CUSTOMER][NEUTRAL] Brown and Brown, it doesn't, nothing goes to her. Everything goes to Brown and Brown, no exceptions. That I, that I know.
[AGENT][NEUTRAL] OK, so she would be a broker.
[AGENT][NEUTRAL] Yeah, so she would be a broker, um, Brown and Brown would have to set up an agency account.
[CUSTOMER][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] OK, so which one does she have to do first? Hers or brown and brown?
[AGENT][NEUTRAL] Well, so she, she can only do the broker. Brown and Brown has to do the agency.
[AGENT][NEUTRAL] Part of it.
[AGENT][NEUTRAL] So she
[CUSTOMER][NEUTRAL] Even though she works for Brown and Brown and she's the VP, OK.
[AGENT][NEUTRAL] So she so she does have a so that so that is her agency correct?
[CUSTOMER][POSITIVE] OK, I got you. All right.
[CUSTOMER][NEUTRAL] Yes, yeah.
[AGENT][NEUTRAL] What's the last name?
[CUSTOMER][NEUTRAL] She's a one
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I assist her with all these things. Trust me, I.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I do them all for her and I just tell her what it is and then she just appreciates it. I mean, because she's putting out fires and, and I have everything you need, so whatever you need, just ask me and I'll give it to you.
[AGENT][NEUTRAL] Yeah, of course.
[AGENT][NEUTRAL] So you can create an agency and you can create a broker agent you can create both the the only thing is with the new OSC is her email address is associated with brown and Brown and I'm also assuming that her email is of course associated with her broker and she can't use the same email twice so if she has like if there's a.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Agency email or if you can provide your email or whatever the situation is it will give you an error if you try to do that.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] But doesn't matter necessarily what she does first. Both, both accounts just have to be created and then you'll have access.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] OK, OK, so I just need access to my groups. So what needs to be done first, her agency, her agent or broker?
[AGENT][NEUTRAL] Um, I mean.
[CUSTOMER][NEGATIVE] Because when I went to agent or broker and I hit next, I put her last name and the email on record and her date of birth and nothing happened and then when I went to the agency, I put in, I went to agency and I put the tax ID number and nothing happened. I said I didn't recognize it so something's not something's not jiving.
[AGENT][NEUTRAL] OK, so,
[CUSTOMER][POSITIVE] I mean, I wanna do the agency well.
[CUSTOMER][NEUTRAL] We can do the agency first with her email, which that's what you all have here saved [PII].
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, because there's a comma, maybe that's why.
[CUSTOMER][NEUTRAL] Give me a second. Let me look and see if I just caught something. Maybe I did something wrong. Give me a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's just everybody's complaining that they don't have access and uh everybody's a little bit, you know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, understood. We're in the same boat, so I do apologize.
[CUSTOMER][POSITIVE] Give me a second. Let me, I'm just trying to help. I'm trying to, I know, I'm trying to help everybody out. I'm trying.
[AGENT][NEUTRAL] Of course, yeah.
[CUSTOMER][NEUTRAL] OK, so the tax ID number for Brown and Brown is [PII]. So [PII] and the email is [PII] for the agency. I think that's important for her to be the one for the agency. So next it says error no user was found with this information that was entered. Please try again if this error persists, please call customer service. That's what I did.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So what is, I don't know what's going on.
[AGENT][NEUTRAL] OK, give me just a second. Give me just a second.
[CUSTOMER][NEUTRAL] Oh, because you probably have her old email we have OK I think this is what it is because this happened to other things when I've done for her. We used to have [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] I think that's what I have for her personal broker email. I was checking Brown and Brown. Do you still want me to check Brown and Brown, or do you want to try?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, wait, so I'm doing Brown and Brown right now with the tax ID [PII]. What email do you have? um [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Now, on this one it's commissions.
[AGENT][NEUTRAL] Give me your tax ID number one more time. 19, is it the last four of the tax ID was [PII], correct? I just wanna make sure I'm in the right brown and brown. OK, yeah.
[CUSTOMER][NEUTRAL] OK, so let's put the same one. I'm not gonna change it.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, perfect. Yeah, so commissions at [PII].
[CUSTOMER][NEUTRAL] Oh, this is the Fort Lauderdale office.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] That's what's associated with this this tax ID number in my system, that email is here.
[CUSTOMER][NEUTRAL] Yeah, OK, so wait, so it's, OK, so it's commissions double M double, so it's C O M M I S S I O N S.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] At and then what is it [PII].
[AGENT][NEUTRAL] [PII], yeah, just but just [PII], not [PII] spelled out.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so give me a second, let me just call her on her cell phone, OK? Give me 1 2nd.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][POSITIVE] Oh yeah, yeah, yeah. I'm just trying to make everybody happy and do everything for everybody. It's not easy.
[AGENT][NEUTRAL] And um.
[AGENT][NEUTRAL] Oh I understand.
[CUSTOMER][NEUTRAL] Give me 1 2nd, let me just call my boss and then ask her.
[CUSTOMER][NEGATIVE] Of course when I need her to answer she doesn't answer.
[AGENT][NEUTRAL] My only, my only fear though is that if Fort Lauderdale, Brown and Brown.
[CUSTOMER][NEGATIVE] No, she didn't get it.
[AGENT][NEUTRAL] Well, if Fort Brown and Brown.
[CUSTOMER][NEUTRAL] Yeah, I'm not gonna do that. I'm not gonna do it. OK. No, no, no, let me not do that one until I talk to her. I'm not, I don't wanna touch it. So what about her personal account agent or or agent or broker? Let's do that one, which is hers. So her last name obviously is [PII]. Now her email.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. Yeah.
[AGENT][NEUTRAL] Yeah, so
[AGENT][NEUTRAL] Mm, go ahead.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] No, we have [PII] Yeah, that's what we have.
[CUSTOMER][NEUTRAL] What do you
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So I have to use that one?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, OK, let's see, hopefully it goes to her. OK, let me, uh, yeah, that's our old ones. [PII]. Yeah, that's her old ones. I used to love those, but they changed them. And then her date of birth is [PII]. Give me one second.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] One second, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I had it here so much.
[CUSTOMER][NEUTRAL] OK, 25.
[CUSTOMER][NEUTRAL] [PII]. OK. [PII]. OK, next.
[CUSTOMER][NEUTRAL] Complete your account set up, continue.
[CUSTOMER][NEUTRAL] OK, so new password uh.
[CUSTOMER][NEUTRAL] Give me one second, so I have to put in the same email [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] You don't have, do you have access to that email?
[CUSTOMER][NEUTRAL] At BBI.
[CUSTOMER][NEUTRAL] No, it's her. She, I'm gonna have to give her a heads up. Hey, give me the, give me the code, you know what I mean? I'm gonna have to.
[AGENT][NEUTRAL] Well, you can put your, you can put your email address in there so that you get the code, if you would like.
[CUSTOMER][NEUTRAL] Oh, OK. OK, OK, because.
[AGENT][NEUTRAL] If that, if that helps.
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, I mean, listen, if not I'll call her. OK, so I'll put [PII] and then I'm gonna put in, do I send the verification code first?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Before I put the new password, OK, so [PII]. OK, so send verification code. Let's see.
[AGENT][NEUTRAL] Yes, mhm.
[AGENT][NEUTRAL] It might take just a minute, but it'll be there.
[CUSTOMER][NEUTRAL] Mm, OK, OK, yeah, we have that firewall thing.
[CUSTOMER][POSITIVE] Super fun.
[CUSTOMER][NEGATIVE] Let me see, junk, nothing yet, inbox.
[CUSTOMER][NEUTRAL] OK, I got it. It came through. OK. So it's going to be uh [PII]. OK. So I'm gonna put send, oh, verify code. OK, verify code. OK.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Email address verified. You can now continue. OK, so I'm not gonna change the email address.
[AGENT][NEUTRAL] Mhm. Now you can do your password.
[CUSTOMER][NEUTRAL] OK, now I'm gonna do the password. I'm gonna use the same one that she had that I don't change it up for her. Give me one second.
[AGENT][NEUTRAL] Sure. Yeah.
[CUSTOMER][NEGATIVE] I wanna, I wanna keep it consistent. If not, she gets mad at me.
[CUSTOMER][NEUTRAL] I want no problems. OK, so APL.
[CUSTOMER][NEUTRAL] We had the, OK, so it's gonna be OK.
[CUSTOMER][NEUTRAL] Benefits.
[CUSTOMER][NEUTRAL] This like that OK, benefits 2025. OK, display name display name what name do I put? Hs [PII]?
[AGENT][NEUTRAL] That's really just yeah you can put her name yeah it's it's so you remember in the old OSE when you had a username this is what's just gonna be you're not gonna ever use your username because now you use your email but it's just kind of like what shows.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so then I just put her give I put the email so now do I have to put a given name and a surname?
[AGENT][NEUTRAL] You don't have to see if you can pass it. If, if you do, just put everyone in both of those spaces.
[CUSTOMER][NEUTRAL] OK, continue.
[CUSTOMER][NEUTRAL] The password entry field do not match. Oh, they don't? OK, let's do it again.
[AGENT][NEUTRAL] I feel like I always have stuff like that.
[CUSTOMER][POSITIVE] Oh my goodness. It's
[CUSTOMER][NEUTRAL] Like that, OK, now let's try again.
[CUSTOMER][POSITIVE] OK, so I agree to the terms of use. I agree to the policy, continue.
[CUSTOMER][NEUTRAL] OK, so go to dashboard, go to dashboard. Now I'm gonna hit log in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, but it is is it using my email?
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] To verification purposes?
[AGENT][NEUTRAL] Uh, so it's, it'll be, you can, I think you can put your email in there. You do have to verify it again.
[AGENT][NEUTRAL] We're trying to keep, we're trying to just keep everything safe but you should be able to use yours.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So but when everybody signs in it's gonna be.
[AGENT][NEUTRAL] No, no, because when you, so when you log in or when um when you get in there you can add users.
[CUSTOMER][NEUTRAL] OK, but I think since I.
[AGENT][NEUTRAL] And you can keep, like you can add people to your
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Dashboard.
[CUSTOMER][NEUTRAL] OK, so I just don't want her to see my email, you know what I mean when she logs in. OK, alright, so verify code continue.
[AGENT][NEUTRAL] It shouldn't, yeah, no, it shouldn't be it'll be her email because that was what we put on the very first one, which is the one that matters.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so let me see if it gets me to my dashboard.
[CUSTOMER][NEUTRAL] So then what I need to do is.
[CUSTOMER][NEUTRAL] OK, it's doing something. Let me, let, let it think. I don't know what it's doing APL.
[CUSTOMER][NEUTRAL] So I'm gonna put here insert.
[CUSTOMER][NEUTRAL] Row above, no.
[CUSTOMER][NEUTRAL] Back
[CUSTOMER][NEUTRAL] Uh, what am I doing? It's thinking now. Give me a second.
[AGENT][NEUTRAL] Goodbye.
[CUSTOMER][NEGATIVE] I don't know why it's taking so long.
[CUSTOMER][NEUTRAL] OK, so it's gonna be, mm, I'll go back.
[CUSTOMER][NEUTRAL] It's gonna be APL secured and then um it has to be.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And then she can always log in and change it, right? Obviously benefits the email.
[AGENT][NEUTRAL] Yeah, of course like her password.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So then the login is gonna be this copy.
[CUSTOMER][NEUTRAL] Paste.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK, so I see the groups here. Let me see if the groups are here. So it's American Bank shares, yes, [PII]. Oh, I found mine, thank [PII]. OK, so I have all the groups here that we're on top of, so I'm not gonna touch the agency stuff, you know what I'm saying? I'm not gonna do that. I'm gonna let [PII] know. So what I'll do is, um, I'm gonna ask her to log into her account. Oh, actually, look, manage users, let me see something.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, OK. Yeah, sure.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] She can add OK so she can do that. So what about when it comes to updating her her her email pro profile? She just goes to her profile, yeah, you see you do have the old one. So how would she update? She can go in to update her user profile email. So do we need to send an email to you all from her email to update it um [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, but I'm nervous now because I don't, I don't, can you go into settings and see where you update the, the email or to manage users and update the email?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, when you go to manage users, you have to add new users.
[AGENT][NEUTRAL] I'm
[AGENT][NEUTRAL] OK, well I'm nervous now that we used her old email that if I can change it, I can always change it in my system but I just don't know how it's not going to change it in the OSC.
[AGENT][NEGATIVE] So that's our problem.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that's fine. We, we, we can use that. There's other things that we can't you change it. That's fine. No, OK, don't change it yet. Let's see if this works and then we'll go from there, you know what I mean? There's no reason why we should, you know, do any changes unless we really need to, you know what I mean? I just wanna let her know that the reason why we use your old one is because that's the one that was registered and we couldn't tweak it at this moment. So that's what I'm gonna tell her. Um, I don't wanna change it cause I, I don't have a, you know, I know what it was and I don't wanna change it if, if it's not broken, you know what I mean? I just wanted access to everything.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect, yeah.
[AGENT][POSITIVE] Right, OK, perfect.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, no, 100%.
[CUSTOMER][POSITIVE] OK, perfect. I will let her know I will let her know that um we got this up and running. Thank you so much for your help. I really appreciate it, OK?
[AGENT][POSITIVE] Yeah, of course, yeah, of course. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thanks bye.
[CUSTOMER][NEUTRAL] You too