AccountId: 011433970860
ContactId: 14076cba-306c-465b-9997-de50b7432322
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 373179 ms
Total Talk Time (AGENT): 193222 ms
Total Talk Time (CUSTOMER): 176795 ms
Interruptions: 6
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/14076cba-306c-465b-9997-de50b7432322_20250620T17:16_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]. My name is [PII]. I'm an agent in [PII]. How are you today?
[AGENT][NEUTRAL] I'm well. How are you?
[CUSTOMER][NEUTRAL] I'm OK, uh, just trying to get used to a couple of things and need a little assistance adding a spouse due to a qualifying event to one of our existing clients, and when I logged on to my APL new agent portal.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Which is the one I normally log on to I guess for my commissions.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It didn't, it didn't show any of my groups.
[CUSTOMER][NEUTRAL] So I couldn't go in and make any changes. I guess I have to go in as an as an agent instead of as the general agent or whatever it is a corporate portal instead of my individual portal or vice versa in order to make changes to groups but.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So when you logged on, you're logging you have a new OSC account, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and then when you logged on, you logged in as an agency or a broker?
[CUSTOMER][NEUTRAL] I don't know. I logged on. I logged on.
[CUSTOMER][NEUTRAL] To, uh, what I would, I, I use the credentials that I normally would use to view my monthly commissions.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and I typically don't make group changes myself. I usually call you guys and say, hey, can you, uh, do this for me, which is what I wanna do today. I was just curious as to, um.
[CUSTOMER][NEUTRAL] You know why I couldn't see my groups, but sometimes, you know, insurance companies have me listed twice, once as an agent once as an agency, um.
[CUSTOMER][NEUTRAL] Can I give you a group number and make a change to an employee?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I can't make a change over the phone only because we need documentation purposes, so an email, um, I can't, and they, so if you could email us all of the information to change, um, like to add a spouse, then we would send that into our new business department and then they would set that up. I can't do that on my side.
[CUSTOMER][NEUTRAL] OK, so let's say I was able to log in, could I do that myself or no?
[AGENT][NEUTRAL] But I'm
[AGENT][NEUTRAL] So, that's what I was gonna ask. Will you spell your last name for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] First name [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I'm gonna see what.
[AGENT][NEUTRAL] Um, if you logged in, um.
[AGENT][NEUTRAL] As an agency or as a broker, so give me just a second.
[CUSTOMER][NEUTRAL] I think I lodged logged in as an agency and then under me there's one broker which is me.
[AGENT][NEUTRAL] OK, so the agency would not be able to see groups you would have to set up a broker account.
[AGENT][NEUTRAL] To see a broker or agent account to see your groups.
[CUSTOMER][NEUTRAL] And I'd have to have a different email than my agency email?
[AGENT][NEUTRAL] Is both um is both of them [PII], so yes, we would have to have um a different email.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] To change your broker.
[CUSTOMER][NEUTRAL] Because pre OK because previously I didn't, I didn't use an email to log in. I used a a username.
[AGENT][NEUTRAL] Yes, so with our new, yes, yeah, so with our new OSC, um, we've made it more secure using specific email addresses for the um verification code so that not everyone can just log in um so we did make it more secure that way so it is based off emails now not user names excuse me.
[CUSTOMER][NEUTRAL] Under the old under the old series.
[CUSTOMER][NEUTRAL] So if I so if I do have another email, I can set up a separate log in for me and then I can make this change online.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, but if you if so we do have to change your email address on our side first so you can request with an email like so send us an email, um, I know lots of emails send us an email with a request to change the email under your broker account to your new one.
[CUSTOMER][NEUTRAL] Yeah, so instead of that I'm just gonna send an email saying hey I got employee XYZ that works for Company 123 and his wife as a qualifying event so we wanna add as a so and so date, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Sure, yeah, we can do that.
[AGENT][NEUTRAL] Of course, yeah, we can do that as well yeah that's OK and we are um it it is in the process um of being worked um I don't even really know if I'm supposed to say this but.
[AGENT][NEUTRAL] Um, we are trying to work out an IT like IT is escalating this for us to eventually be able to link accounts so if your broker portal is not needed, you know, exactly right now we could hold off and wait until that fix comes out and then we would be able to link your agency and your broker account together which will prevent us from changing your email so that might be the fix that we just need to wait on, yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] That's exac that's exact exactly what I'm gonna do because I am.
[AGENT][POSITIVE] Yeah, that's, of course, be easier.
[CUSTOMER][NEUTRAL] Totally about making it easier for everybody and I'm gonna, I'm just OK so I'm gonna send it to APL sales and reference the group and what I need to do. So there's an address change for the employee and their home address change for the employee and adding a wife that losing her coverage at the end of this month.
[AGENT][POSITIVE] Yeah, for sure.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yep, if you'll just add all of that information, we will get the address change and the spouse added.
[CUSTOMER][POSITIVE] OK. You rock thank you very much. I'll take care of it right now.
[AGENT][POSITIVE] Of course, of course, I hope you have a great day.
[CUSTOMER][POSITIVE] You too, good weekend.
[AGENT][POSITIVE] Thanks mhm bye.
[CUSTOMER][NEUTRAL] Bye