AccountId: 011433970860
ContactId: 14484679-8f53-469e-ae6f-e75d37d15725
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 650419 ms
Total Talk Time (AGENT): 287420 ms
Total Talk Time (CUSTOMER): 178669 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/14484679-8f53-469e-ae6f-e75d37d15725_20250605T15:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] from Evergreen Insurance. I called a few days ago because I'm having trouble registering in your website and they updated the um email, but I go in, I do the set up and then when I go into the second screen where you do the password, it's telling me that the email is not a correct email.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So I think they must have typed it wrong or something because it's not letting me register.
[AGENT][NEUTRAL] OK, did you do it for the agency or the agent like the broker?
[CUSTOMER][NEUTRAL] I'm doing it for the agency because I need access for everything and I'm the only agent.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] OK, and what is the agency name?
[CUSTOMER][NEUTRAL] Evergreen Insurance.
[AGENT][NEUTRAL] OK, so I have, let me make sure that I'm
[AGENT][NEUTRAL] OK, so [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah insurance all spelled out.
[AGENT][NEUTRAL] Yes, is that correct?
[CUSTOMER][NEUTRAL] Yes, mhm, and it's still not liking it.
[AGENT][NEUTRAL] Huh, and it's still not letting you?
[CUSTOMER][NEGATIVE] Because it's crazy before it wouldn't even let me move forward the first page, right? Now it lets me move over to the, the second page where it's asking you to enter the email and then right at the bottom it says send code.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And then it takes you to create the whole password and all of that, but the minute I type that email on there it says that's an invalid email.
[AGENT][NEUTRAL] Hm, OK, hold on just a second, let me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I just wanna make sure that the tax ID number that you're using is ends in [PII], right?
[CUSTOMER][POSITIVE] That is correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on, I'm gonna do this on my side really fast. I just wanna see what you're seeing if we've got to jump over to um a teams meeting so I can see your screen, we'll do it, but give me just a second. Let's see what we're.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] And the um the [PII] is your personal email address correct?
[AGENT][NEUTRAL] So you like you have a OK perfect just wanna make sure that you have access to it. Did you receive a verification code?
[CUSTOMER][NEUTRAL] Yep mhm.
[AGENT][NEUTRAL] To your email?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEGATIVE] Mm mm. I never got to that point.
[AGENT][NEUTRAL] OK, so it's working it's, it seems like it's working on my side, so when you receive that verification code, let me know.
[CUSTOMER][NEUTRAL] Because.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I wonder if it's maybe the browser I'm using is there like a specific browser I should be using?
[AGENT][NEUTRAL] Alright, which what are you using? like are you using Chrome or?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Um, no, the other one, what is it, um.
[AGENT][NEUTRAL] Edge
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] Um, I think I'm using.
[CUSTOMER][NEUTRAL] The number
[AGENT][NEUTRAL] I think mine's Chrome. I think I have mine defaulted to Chrome.
[CUSTOMER][NEUTRAL] Let me give you
[CUSTOMER][NEUTRAL] OK, maybe that edge. The code is [PII].
[AGENT][NEUTRAL] OK. Um, did you have?
[AGENT][NEUTRAL] I can
[AGENT][NEUTRAL] Let me see verify code.
[AGENT][NEUTRAL] OK, so it's working for me. Do you want me to complete the set up or do you wanna try it in Chrome?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, no, no, no, if since you already got to that point, just put like an easy password and.
[AGENT][NEUTRAL] We complete it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see, I'm gonna put today.
[CUSTOMER][NEUTRAL] We can go
[AGENT][NEUTRAL] [PII] and it's today spelled out so [PII]. Um, let's see, display name that should be your email address.
[AGENT][NEUTRAL] Let me make sure that I'm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so go back to log in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I might have to do it because it does do a two step verification so I might actually have to get I might actually do the verification code again but I wanna see what it does. Hold on, I'm just gonna do this. I don't want this to mess up um it just sent you another verification code when you receive it, let me know.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Actually I'm happy that you called because I haven't done anything in this um.
[AGENT][POSITIVE] Of you yet, so I appreciate you calling because this is gonna help me with further brokers and agencies so thank you for.
[AGENT][POSITIVE] Letting me do this. I appreciate you.
[CUSTOMER][POSITIVE] Oh, you're welcome
[CUSTOMER][NEUTRAL] OK, the number is 228746.
[AGENT][NEUTRAL] Verify code continue.
[AGENT][NEUTRAL] OK, so I'm all the way through, so you in whenever you go to log in you're gonna of course put your email address in and then the password that I gave was just today with a [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I got it.
[AGENT][POSITIVE] Perfect. I will say that and I'll just tell you right now so whenever you see it so the groups and we know that this is an um an issue that we're actively working on um you should be able to see your groups of course associated with your OSC but right now we know that that is not happening so we are actively working on that to get that fixed.
[AGENT][NEUTRAL] So um if you have anything that you need to do with the groups like adding or terming or changing or submitting a claim all of our internal processes of course are still working, so I can do that for you so just email me what you need or call in and we'll get that fixed, OK? But we know that you can't see our groups as of right now we're working out some kinks.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what about um commissions? Where do we put commissions?
[AGENT][NEUTRAL] Yeah, so it's gonna eventually it's gonna be on here as well, but I do know that people are having issues pulling commissions we do have access to commissions on our side as well so if you can give me a um commissions amount I can pull it from my side and I can email it.
[CUSTOMER][NEUTRAL] Uh, if you can just send me the last 2 ones, those are the ones that I need, it's usually 2 that we get.
[AGENT][NEUTRAL] Do you have a um OK do you have a a number by chance?
[CUSTOMER][NEUTRAL] I download every month.
[CUSTOMER][NEUTRAL] I don't have no, I don't have a total amount. I normally just go in and just pull the last two in.
[AGENT][NEUTRAL] And just pull it um.
[CUSTOMER][NEUTRAL] Yeah, that's last uh.
[AGENT][NEUTRAL] Did you get, um, did you get checked by chance that have a number amount? I, I guess the way that I pulled them is.
[CUSTOMER][NEUTRAL] Let me check
[AGENT][NEUTRAL] We have to have a number.
[CUSTOMER][NEUTRAL] Hold on
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] Let me check and see if I have it here.
[CUSTOMER][NEUTRAL] 2:37 29.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what we received on [PII] 0 but this is for last month, so.
[CUSTOMER][NEUTRAL] Maybe that's not it.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] 43302.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what we got in April.
[AGENT][NEUTRAL] OK, that was an [PII], is that the only one that you need?
[CUSTOMER][NEUTRAL] Yeah, I, I guess we can do the April the 4:3302 and the one that I just gave you the two.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 23729.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK perfect OK let me um pull these and then I can email them to you um but yes you will be able to pull commissions when we get these bugs worked out and again I do apologize.
[AGENT][NEUTRAL] But we can pull them in the meantime.
[CUSTOMER][POSITIVE] OK, sounds good.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][POSITIVE] Alright, no, that's it thank you so much.
[AGENT][POSITIVE] OK, of course I'll I'll get those sent over shortly.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][POSITIVE] Thank you have a good day bye.