AccountId: 011433970860
ContactId: 1c808692-94f2-4ea3-ad99-81ae689b2c9e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288660 ms
Total Talk Time (AGENT): 112122 ms
Total Talk Time (CUSTOMER): 114066 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/1c808692-94f2-4ea3-ad99-81ae689b2c9e_20250605T14:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII], and I'm calling from the broker's office Signature Benefits Plus. How are you?
[AGENT][NEUTRAL] I'm fine [PII]. How are you doing today?
[CUSTOMER][NEUTRAL] I am doing great so I'm wondering I'm trying to get on to our broker portal on the APL site and I'm wondering, do we need to set up one of these OCS accounts? Is that something new?
[AGENT][NEUTRAL] So we just updated our OSC and um.
[AGENT][NEUTRAL] You will have to create a whole new account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, but let me see who the email will go to.
[CUSTOMER][POSITIVE] Thank you, I was about to ask because I've tried a couple of times and I could not figure it out who we've got it under.
[AGENT][NEUTRAL] OK, so it's signature benefits, is that it?
[CUSTOMER][NEUTRAL] Yeah, yes, uh huh.
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Signature benefits plus because there's 2 of us, so OK.
[AGENT][NEUTRAL] Yeah, it's signature benefits plus um LLC.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it looks like the writing agent is [PII], is that correct?
[CUSTOMER][POSITIVE] That is correct, yes.
[AGENT][NEUTRAL] OK, so it's going to SBT admin.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Is where it will go, and that's the email address that you'll have to use.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do I set this up best role do I do it as an agency or an agent or broker or I guess agency.
[AGENT][NEUTRAL] This is, this is, this is an agency account now to look at [PII] he would need to set his up but let me see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's using the same email address so we would have to change.
[AGENT][NEUTRAL] [PII]'s email under his agent's account.
[AGENT][NEUTRAL] In order to to get him logged in um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And if you
[CUSTOMER][NEUTRAL] Would he is that where he gets his commission? Is that why he would log in?
[AGENT][NEUTRAL] Um, so under, under [PII] you're gonna see the groups under the agency his commissions it looks like go to the agency. Let me double check.
[CUSTOMER][NEUTRAL] Pretty much.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah it looks like his commissions go to the agency so.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You'd see the group information under [PII] and you'd see commissions under the agency.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can you change [PII]'s email address?
[AGENT][NEUTRAL] I can let me get back over there.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Guess since I've got you on the line if you don't mind.
[AGENT][NEUTRAL] OK, and what do you want me to change it to?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Oh [PII], it's OK. I'm sorry, I thought you were just replacing it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] That is correct, yes ma'am.
[AGENT][NEUTRAL] OK. Done.
[CUSTOMER][NEUTRAL] Alright, can you, so the reason all this came up because one of our employers was trying to go online to make a payment but she couldn't get logged in. If I give you their group number, can you tell me? I'm assuming they've got to do the same thing as a group, but can you tell me which email address the confirmation goes to?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I do.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The group number is 26991.
[AGENT][NEUTRAL] Uh, [PII] [PII] [PII].
[CUSTOMER][POSITIVE] That is correct, yes.
[AGENT][NEUTRAL] OK, it's [PII], so [PII] is who it's gonna go to.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, cool, that is perfect. All right, very helpful thank you so very much I appreciate your help.
[AGENT][NEUTRAL] Uh, no problem, [PII]. Is there anything else I can do for you?
[CUSTOMER][POSITIVE] No, that'll take care of it thank you.
[AGENT][POSITIVE] Alright, thanks so much for calling APL you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] All right, bye-bye.