AccountId: 011433970860
ContactId: 127c0551-6f99-4b84-be7f-0824299b2c6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 787289 ms
Total Talk Time (AGENT): 525447 ms
Total Talk Time (CUSTOMER): 330961 ms
Interruptions: 22
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/127c0551-6f99-4b84-be7f-0824299b2c6e_20250610T19:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah hi [PII] um I am trying to log in as a broker. Did you guys do something to your website?
[AGENT][NEGATIVE] We did. We just messed it up for everybody.
[AGENT][NEUTRAL] Everybody's having a problem sorry um yes, you have to re-register. Let me pull up your account and see like what.
[AGENT][NEUTRAL] Email address we have for you. What's your name?
[CUSTOMER][NEUTRAL] Well, my name is [PII]
[AGENT][NEUTRAL] [PII], um.
[CUSTOMER][NEUTRAL] And actually, yeah, yeah, and I'm under, I work for a broker, like I'm not licensed with APL but my boss is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, got you. OK, so you're talking about, so it's the agency level that you're trying to log in, or is it at the broker account level? Yeah, OK. Do you have the tax ID number for the account you're trying to log into?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Oh, you mean like [PII]'s account?
[AGENT][NEUTRAL] Uh, so what's the name, what's the name of the agency?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It's digital insurance.
[AGENT][NEUTRAL] Digital
[CUSTOMER][NEUTRAL] Yeah, D I G I T A L, maybe one digital.
[AGENT][NEUTRAL] OK, I thought that's what you said.
[AGENT][NEUTRAL] Uh, there is a one digital, but let me, let's see, let's see, let's start digital.
[CUSTOMER][NEUTRAL] Oh I know.
[AGENT][NEUTRAL] Uh, visual insurance and what's see, let's see, gosh, there's a couple of them in here, um, digital insurance, uh, [PII] and Associates, the Casson Group Digital insurance is it [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, you see [PII] anywhere?
[AGENT][NEUTRAL] What's
[AGENT][NEUTRAL] Well, yeah, let me look under her that maybe that'll try I can back I can go backwards with that [PII]. Let's see. [PII], here she is. Let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Digital insurance. OK. So, do you normally log in at her level or do you log in at the digital insurance level?
[AGENT][NEUTRAL] You know, it's not like I can find out, I can find out. I can find out for you. It's OK. This stuff gets confusing.
[CUSTOMER][NEUTRAL] Other different levels.
[CUSTOMER][NEUTRAL] Um, I know, OK, so years ago when I started, she logged in with her stuff and then she gave me like delegate or whatever. So whatever level that is, I think we're the same. I mean, I think one digit has a main level, I don't know, but then they have a whole bunch of brokers.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, it depends on.
[AGENT][NEUTRAL] OK, so it's probably her account then. OK, I can tell. Let me look at the old, let me just look at her old account. I just don't wanna mess anything up because it will be a nightmare to straighten it out. So, OK, let me look into her account. It'll show me whether you have access under her old account. I'll just go that way it'll be easier.
[AGENT][NEUTRAL] Maybe the system will let me search. Come on, that wrong one. Sorry, can you just check it?
[AGENT][NEUTRAL] I get to the right screen. OK, let's see. I wanna look at the agency accent or her level. [PII].
[AGENT][NEUTRAL] And what is your name? I'm sorry, you said your name, but is it [PII]?
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] OK, yeah, OK, so you have [PII]. So what's gonna have to happen now, um, because of this being a new setup, [PII] is gonna have to go in and re-register her her broker account um with the email address that we have for her which is at [PII] and then she's gonna have to delegate access. We used to be able to add you guys on behalf of the broker but we can't do that anymore, so she'll have to go in.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And register as an agent broker.
[AGENT][NEUTRAL] And only enter the information on the screen that has a red asterisk to it. There's a bunch of boxes but you only need to enter the required information.
[AGENT][NEUTRAL] Which should be her last name I think and her date of birth and her email address a couple of things and then once she's inside there she can go to manage users and add you at whatever access level she wants to give you. Let me see what you currently have.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Do you normally do her commissions and everything?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I used to actually I think I logged in as her way back when and did it, so I don't even know now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK, got you. I can look. I'm just looking to see what she's got you. Yeah, she gave you level 3 access, which is the top level. So, um, she needs to go in and register her account because what's gonna happen there's a two-factor authentication. So when you go, when she goes and logs in and gets past that initial screen, she's gonna have to put her email address in there and then it'll send her a pin number and then she'll enter the pin number and then once she gets past that, she'll be in the account and then she can give access to whoever she needs to give access.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] Um, looks like she had you at level 3, which is the top level.
[CUSTOMER][NEUTRAL] OK, so did we have somebody else in there with access maybe in [PII] enrollment or um.
[AGENT][NEUTRAL] Um, yeah, let me look, hang on, I can tell you who [PII]e on here. Let's see.
[AGENT][NEUTRAL] Yeah um.
[AGENT][NEUTRAL] I have a [PII].
[AGENT][POSITIVE] Um, [PII] or Lively, lovely. [PII], am I? OK, yeah, I, [PII], OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Oh, lovely, lovely, [PII]. No, yeah, she doesn't need access anymore.
[AGENT][NEUTRAL] OK, um, [PII].
[CUSTOMER][NEUTRAL] Oh, [PII], yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] And then we've got [PII].
[AGENT][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] And then [PII] and [PII], that's it. That's all who I show who have who has access under her.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, I don't know who [PII] is, but [PII] that she's gonna need it too. So what about the members because this all started because I have a, a group and one of the members, the HR gals trying to log into her account and she said, oh I can't do it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Same thing.
[AGENT][NEUTRAL] Yeah, what's, do you know the group number?
[CUSTOMER][NEUTRAL] So where
[AGENT][NEUTRAL] Do you know the group number for the account that's.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mm, uh, hold on, I probably do actually.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Because whoever the group contacted they'll have to do the same thing sorry mhm.
[CUSTOMER][NEUTRAL] 11, wait, no, but their own personal account. Oh, you mean she's maybe
[AGENT][NEUTRAL] Uh, same thing.
[AGENT][NEUTRAL] So at the, so there's that, so the agency whoever owns the agency for the insurance agency has to redo that any brokers at a broker account, they have to do that any customers that employeeees under a group for their own personal account, they'll have to re-register.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then a group, the group like the group contact for the employer so they can go on and pay the bills and everything, they have to reregister as well.
[CUSTOMER][NEUTRAL] Like the employer.
[CUSTOMER][NEUTRAL] Yeah, I don't even
[CUSTOMER][NEUTRAL] OK, so the group number is 17314.
[AGENT][NEUTRAL] 17314 and this is Riverdale Farms.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and I've got the group contact is [PII]
[AGENT][NEUTRAL] That you're referring to is just someone else?
[AGENT][NEUTRAL] Talking about a customer. Mhm.
[CUSTOMER][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, she pays the bills, so she's the employer contact.
[AGENT][NEUTRAL] OK, yeah, for sure. Mhm.
[AGENT][NEUTRAL] Yes, so she'll have to register a group that's the only one that's on here, yes, and her email address is [PII], so she'll have to register with that email address.
[CUSTOMER][NEUTRAL] She's the only one.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] I'm writing this all down, sorry. OK, so then she goes into where does uh OK, so.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Everybody, yeah, everybody.
[CUSTOMER][NEUTRAL] Is it the same place just log in create your this.
[AGENT][NEUTRAL] Yes, yeah, yeah, everybody goes to the [PII] and you click the sign in button at the top right and then it brings you to the login screen and then there's a button that says register your account.
[AGENT][NEUTRAL] You click that and just follow the prompts from there.
[CUSTOMER][NEUTRAL] I might have, OK, sign in screen, yeah, register. No, I don't see register. I see log in create or forgot password.
[AGENT][NEUTRAL] Yeah, you're fine.
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] There you go, create your own, yeah, create your OSC account mhm.
[CUSTOMER][NEUTRAL] Forget.
[CUSTOMER][NEUTRAL] OK, OK, so then I go to create.
[AGENT][NEUTRAL] And then when you click that and it gives you a box all those boxes so um so for the group they would click group and then for [PII] she'll click agent broker and then any employees under the group would click insured. So when you click on, let's say click on the group.
[AGENT][NEUTRAL] And hit next, then you'll see that they just have to put in the group number and the email on record. They don't have to answer any of this other stuff we're we're noticing when you answer these other boxes it's not necessary and it's throwing things off so just answer the ones that have the red asterisk.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I could actually, well, I guess I could do this or anybody could do this for [PII], for the group.
[AGENT][NEUTRAL] If you have, if they have access to her information, you know, mhm.
[CUSTOMER][NEUTRAL] But she's gonna get a 2, she's gonna get a, uh, OK. OK. And then employees would click on insured and then they have to um just put their last name and their email and their birthday.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I have to enter their information.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, yeah, and then I'll get a, everybody will get a pin number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Two factor.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I'll tell her. I don't know, you know, it's funny cause she reached out to me and she's like, I've been doing it for 4 days. She also said she's been calling, but I don't necessarily believe her because I called you and got you right away. But um
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, I
[AGENT][NEUTRAL] Yeah, well, yeah, if y'all have any problems while you're trying to do it, just call us. I mean we can set up a teams meeting if we're having problems to try to troubleshoot, but as long as she's using her email address that she has, mhm, mhm.
[CUSTOMER][NEUTRAL] So I called, I called the, I called the broker resource number. Where would she call? She would call the [PII], OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Same thing.
[AGENT][NEUTRAL] No, that's that, yeah, tell her to call the broker resource number because she's a broker. Anybody else like customers, um, in the group contact, yeah, uh, the group would go to the [PII], but I'm happy to help her if, if she can't get on, um, have her try it, but if she runs in any problems, she can call the broker resource team. We'll, we'll help her.
[CUSTOMER][NEUTRAL] No, the group, the group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I, I'll, I'll tell her or as an employer or employer they can call the [PII] number if [PII] has a problem or I can do it for her, then I'll have her call you at [PII] my gosh. Now this one digital or digital insurance we have, we do we have because they do have like, they do have like a main, you know, like we're probably not supposed to be telling you that we're sharing uh logins, but um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, call call. OK, perfect, perfect.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, let me pull that out.
[AGENT][NEUTRAL] I didn't hear nothing. I didn't hear nothing. Uh, let me pull up that account real quick and just look. Hang on just a second. Let me see who we have attached to that one because that'll have to be set up as well.
[CUSTOMER][NEUTRAL] Oh yeah, I see it licensing at [PII]. They do have um.
[CUSTOMER][NEUTRAL] They do have it's.
[CUSTOMER][NEUTRAL] You do have something.
[AGENT][POSITIVE] Yeah, hang on just a second, almost to it, just try to get to the right thing.
[CUSTOMER][NEUTRAL] I don't know who's the broker. You see the probably like [PII] or [PII], but um.
[AGENT][NEUTRAL] Well, it has [PII] and [PII] on it, well, it has [PII], [PII], [PII], [PII], but the email on here is [PII].
[AGENT][NEUTRAL] So whoever owns that email I guess would be the one that can set it up.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] OK, yeah, because, um, so what I'm looking at where they tell us to look, um, the email they always use [PII], you know what, I'll let them figure out theirs because I don't really need it to the whole company. I just need [PII]'s groups.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, yeah, I guess the one thing, the one thing for anybody that's at the agency level to be aware is like if you have that email address on the agency account and you have it on your broker account you'll have to have a separate email address you can't have the same email address for the same account for different accounts anymore so just just be aware of that but if you're just doing the broker part you'll be OK.
[AGENT][NEUTRAL] I don't know who owns the agency, but yeah.
[CUSTOMER][NEUTRAL] OK, yeah, I'll let them, I'll let them figure it out. The, the.
[AGENT][NEUTRAL] Hash all that out, you know, I don't blame you.
[CUSTOMER][POSITIVE] Uh, that, that's not my, you know, that's, that's what they're getting paid for and not me, so they can figure out them in the licensing thing. I just need to know [PII]'s, I need to be able to access [PII]'s group. So, OK, very good. I appreciate your help. Thank you so much. OK. Uh-huh. All right. You too. Bye.
[AGENT][POSITIVE] Got you, got you, yeah.
[AGENT][POSITIVE] Awesome.
[AGENT][NEUTRAL] Mhm. Yeah, yep.
[AGENT][POSITIVE] OK. All right. You're most welcome. You have a great day. Thank you. Bye-bye.