AccountId: 011433970860
ContactId: 22df8b92-a1e4-4ddc-8d7e-bded11d8e078
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1200000 ms
Total Talk Time (AGENT): 503489 ms
Total Talk Time (CUSTOMER): 367339 ms
Interruptions: 12
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/22df8b92-a1e4-4ddc-8d7e-bded11d8e078_20250602T20:45_UTC.wav
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[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], [PII] on [PII], how you doing?
[AGENT][NEUTRAL] Just fine. How are you?
[CUSTOMER][NEGATIVE] Good good I know y'all have an overload today with this new system that's not working um.
[AGENT][POSITIVE] Yeah, yeah, back to back. It's OK. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I get it. Um, I just need to know who I can speak to. Um, I was able to log in one of our logins, but we have like 5, so I can't, I need to register my actual agency, my LLC, and it's acting like it says it doesn't recognize who I am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK, let me look up your agency account. Give me just a second here. I know, that's terrible. OK, sorry, let me just, I need to shoot this email to this other person that's coming to you. Give me a second. There we go. OK.
[CUSTOMER][NEUTRAL] So I can't move forward. OK.
[AGENT][NEUTRAL] Um, OK, so let's see, OK, what's the name of the agency?
[CUSTOMER][NEUTRAL] Uh, it's Brian Padero LLC.
[AGENT][NEUTRAL] [PII], how are you spelling [PII], sorry, with a [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And last name is [PII]
[AGENT][NEUTRAL] I found it. There you are.
[CUSTOMER][NEUTRAL] And it and it's uh LLC.
[AGENT][NEUTRAL] Uh, I found you sorry just mhm.
[CUSTOMER][NEUTRAL] And basically,
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEGATIVE] I need to get into the one where I can access my comp and I also need to get into one where I can pay my bill for my actual company.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, got you.
[AGENT][NEUTRAL] All right, let's see here.
[AGENT][NEUTRAL] Get the screen to come up for me there we go, Brian Padeo LLC.
[CUSTOMER][NEUTRAL] Because they don't
[CUSTOMER][NEGATIVE] For some reason they don't link everything to one log in they make you have these separate logins for.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's kind of weird the way it is. um, I was hoping maybe this new one was gonna be all encompassing thing, you know.
[AGENT][NEUTRAL] Well, yeah.
[AGENT][NEUTRAL] Yeah, yeah, unfortunately, yeah, we're still trying to work the kinks out on it on myself. So, OK, so Brian Petero LLC, this is your agency account. So your name's on here and let's see, wait, so the email address we have tied on this account is [PII] sorry, [PII], is that correct? OK, um.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEGATIVE] Well, correct, but what I was told is by another person a little while ago is you can't use the same email for different logins. So, so that email is not gonna work.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm, you can't, you can't, you can't. So did you get
[AGENT][NEUTRAL] Did you get your agency account set up though?
[CUSTOMER][NEUTRAL] I got, I was able to access my, I was able to access my groups under APL like the groups that I have, but I can't access my comp or my personal group, like my actual LLC policies.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Your
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Under your agency account? OK, OK, so you were able to get on maybe under your agent account but not the agency account is that correct?
[CUSTOMER][POSITIVE] Correct, correct.
[AGENT][NEUTRAL] OK, OK, so we need to update the email. OK, OK, so what do you have another email address you can use under the agency?
[CUSTOMER][NEUTRAL] So I got in as a broker but not as an agency, correct.
[CUSTOMER][NEUTRAL] I have a random old one. I, I'll just give you an old one. It's just my name, [PII] This is from when I was like a kid, uh [PII], it's just my name, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, [PII], OK.
[AGENT][NEUTRAL] Hold on just one second.
[CUSTOMER][NEUTRAL] Yeah I'm gonna have to go make some new addresses I guess um.
[AGENT][NEUTRAL] Right, I know, yeah, let me, do you mind holding for just one second because I need to see. I, I can update it, but I need to make sure I'm authorized to update that email address because I don't want it to cause any other problems because I think sometimes the commission statements are tied to some of those email addresses. So, um, hold on just one second if you don't mind, let me ask our commissions team. Can you hold for a second? OK, thank you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Never mind, I'll just email her. OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, sorry for keeping you on hold for so long. um, so I have to ask our commissions team to update the email address.
[AGENT][NEUTRAL] Um, before we can do anything, so I'm sending an email over to them, and then what I'll do once she gets that updated, I can get back with you and let you know that we can go ahead and move forward with that. What's your, hang on just a second, let me pull you back up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't know what happened to my screen.
[CUSTOMER][NEUTRAL] Now I'm realizi[PII] um I'm gonna have to go make a probably go make a couple emails to actually be able to access.
[AGENT][NEUTRAL] I would, I would, yeah, yes, I would, and then we need to make sure that they match on our screen. Um, oh my goodness, sorry, my computer, my whole, I lost my whole page, so bear with me just a second. I don't know what happened just now.
[AGENT][POSITIVE] Oh my gosh.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] That's OK. Everybody's just melting down on our side because we're so linked to the systems that everything is.
[AGENT][NEUTRAL] Oh, I know.
[CUSTOMER][NEUTRAL] People like are constantly accessing them and um
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Now you have to have a code every time you log in also we're like oh god.
[AGENT][POSITIVE] Understandable.
[AGENT][NEUTRAL] Yes, I know it's, it's definitely, definitely different for sure. So, OK, yeah, [PII]. OK, so let me, so, OK, here's what I I need to know. So on your account, so let's see which accounts so under Brian Petro LLC, what email do you wanna leave that email address as [PII] on that account?
[CUSTOMER][NEUTRAL] No, because I've already used it for, I've used it for my, uh, the one that shows all my groups, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, so what email address do you want on this one?
[CUSTOMER][NEUTRAL] So for
[CUSTOMER][NEUTRAL] That was the one I gave you, the [PII].
[AGENT][NEUTRAL] Oh yeah you did. Sorry. OK, sorry I was on hold for so long I forgot I guess. Sorry. OK, [PII]. OK, I've got that. OK, so I'm gonna email that over to our commissions department to update the agency account to that and then you were able to get on under your
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] You already registered under your agent account correct?
[CUSTOMER][NEUTRAL] Right, my broker account, I was able to register. I need to register my agency so I can see my comp, and I actually have policies with APL that I was trying to register for under Brian Patterro LLC as well, which is my actual APL account that I, uh, have my policies, you know, with APL. I have to do that one too, but I'll get a separate email for that one.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Right. OK. OK.
[AGENT][NEUTRAL] Yeah, let me just look, make sure we didn't miss out on something else on here. Hang on one second, I'm sorry. Let me look at this other account for you.
[CUSTOMER][NEUTRAL] So now
[AGENT][NEUTRAL] Make sure [PII] A [PII]
[AGENT][NEUTRAL] There are.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, OK, so that comes up under that again.
[AGENT][NEUTRAL] That still takes me to you at Brian Patero LLC. So what's the other account that you said you were logging in for?
[AGENT][NEUTRAL] Is it under another group is it under the group level?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] We have, well, we have like 5, we were, I would, my business partner can't get in either. He was trying to under Crescent City benefits, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] He can't get in under Crescent City using the tax ID or his social um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, [PII] our state guy. [PII] is my business partner, um, and he's trying to get into for, for Crescent City to pull up his comp. Um, I have all his info.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK. Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hang on, let me go look at.
[CUSTOMER][NEUTRAL] For his tax ID and his.
[AGENT][NEUTRAL] OK, [PII], let me go look into them just to see what's going on with that account.
[CUSTOMER][NEUTRAL] I have the uh tax ID if you need it and the um and his email address.
[AGENT][NEUTRAL] Is that the one that ends in is that the one that ends in [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, got it. Let's see. OK, yeah, [PII].
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] For now for that one, go ahead, I'm sorry.
[AGENT][NEUTRAL] No, you're fine, go ahead. OK.
[CUSTOMER][NEUTRAL] So he, he has a log in. He has a login that should be under [PII] for his [PII], um, to to pull up his comp for [PII] and he can't get in with that one either, so I'm just trying to figure out, um, the best way to go about this because everybody's locked out it but except that one account I can get in.
[AGENT][NEUTRAL] You go. Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh my goodness.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Yeah, this is a mess, OK.
[AGENT][NEUTRAL] OK, so this one.
[AGENT][NEUTRAL] OK, so this one has, OK, you're on, OK, so this is Crescent City Benefits, which is [PII].
[CUSTOMER][NEUTRAL] What's the number you.
[AGENT][NEUTRAL] On the email address.
[AGENT][NEUTRAL] This is the tax ID number for the 7367 account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, so for that one [PII] logs in that one mainly um if you want to have that one that to the [PII].
[AGENT][NEUTRAL] So the
[AGENT][NEUTRAL] [PII]. OK, this is under let me write this tax ID number down so I don't get confused. OK, OK.
[CUSTOMER][NEUTRAL] And for the address on that one, you should have the, for the address on that one, you should have the [PII], is that right?
[AGENT][POSITIVE] Yes, yes, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we'll have that one [PII]. We need that address. OK, emailed. OK, go ahead. I'm sorry.
[CUSTOMER][NEUTRAL] And one thing I noticed
[CUSTOMER][NEGATIVE] OK, and one more thing I noticed on my profile, it doesn't let me edit it, but it has the wrong address on my profile for my for my groups for Brian Pattero LLC, um, it's got my business partner's address instead of um instead of my address. Sorry, it's it, it's a mess.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me get back.
[AGENT][POSITIVE] OK, let me get back to that one. No, you're fine. It's OK. Hey, if we can get all this straightened out now, then that will be amazing.
[CUSTOMER][NEUTRAL] I'm just curious.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Like all the things that are wrong now, so we can move forward.
[CUSTOMER][NEUTRAL] I wonder how it pulled over wrong on a lot of stuff too, it's weird, um.
[AGENT][NEUTRAL] Yeah, I don't know.
[CUSTOMER][NEUTRAL] And you know what's funny, they don't, they don't have all of the claims in there right now. So all the claims we filed up until Saturday, we went and clicked on people, they're not, they don't have the existing claims in there, and or even and.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I bet you everything hasn't transferred over yet.
[AGENT][NEUTRAL] I'm gonna check now.
[CUSTOMER][POSITIVE] Yeah, it's, it's gonna be wild because
[AGENT][NEUTRAL] I'm gonna check on that because I'm not sure. I haven't nobody said anything about the claim, so I'll have to ask on that. Someone else said they can't download a billing statement. Have you guys tried to download any billings or anything?
[CUSTOMER][NEUTRAL] We have
[CUSTOMER][NEUTRAL] Not yet.
[AGENT][NEUTRAL] OK, well, let me know if you run into a problem on that because somebody said they can, they can pull it up and see it but they didn't have the option to download the bill so I was getting ready to report that too, um, OK, let's see, [PII] Ru gentilly.
[CUSTOMER][POSITIVE] Correct. Correct. And on.
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][POSITIVE] That's exactly right, and on my profile it's showing [PII]'s address.
[CUSTOMER][NEUTRAL] From my Brian Paro LLC.
[AGENT][NEUTRAL] On your profile?
[AGENT][NEUTRAL] Really? on the online, mhm, mhm.
[CUSTOMER][NEUTRAL] Like on Brian Patter LLC, yeah.
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] So it's weird because we have [PII] on both of your addresses, your business and your home, so that doesn't make sense.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So, OK.
[CUSTOMER][NEUTRAL] Well I'm gonna go log in.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So what it's doing is basically I, I gotta do the verification code real quick um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But on my screen for all my groups Brian Peter LLC, it actually shows [PII]'s address, um, so it, it may be just some some glitches and all, but uh I just wanted to make you aware of it so we could try to get it fixed, you know.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh my God, OK.
[AGENT][NEUTRAL] Well, just
[AGENT][NEUTRAL] If that's, yeah, if that's the case, can you take a screenshot of that?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And send it to you. Oh wait, OK, wait a minute now I went under the other app, the tax ID number for 8006. What is that? OK, so I do, I do see [PII].
[CUSTOMER][NEUTRAL] That's me. That's me. That's Brian Patterro LLC.
[AGENT][NEUTRAL] Is that the address that's not right?
[CUSTOMER][NEUTRAL] Right, that's [PII]'s address. Correct.
[AGENT][NEUTRAL] OK, OK, I see it. I see it. I got it. OK, let me screenshot that on my side. So that needs to have the [PII] just like the other one, right?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] My car like uh.
[AGENT][NEUTRAL] insurance.
[AGENT][NEUTRAL] So you need it to match the home address and business address need to be the same, and then we have Brian SCC No this so this is under your account, OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. OK. OK. OK. I got it.
[CUSTOMER][NEUTRAL] And that's the email I use the most and that's why I logged it in under my groups because uh that's the one I use the most.
[AGENT][NEUTRAL] Which one the uh this one and this is the one you have the [PII] that you're using, correct? OK, so on the agency we're gonna use the Yahoo account, right?
[CUSTOMER][POSITIVE] Correct, correct. Correct.
[AGENT][NEUTRAL] I get that backwards. OK.
[CUSTOMER][NEUTRAL] Right, right, just when I'm logging in for comp we can use the Yahoo, but, um, but, but to access all the groups, um, yeah, we definitely need to, um, have the CCPOA, yes ma'am.
[AGENT][NEUTRAL] Yes, OK, OK.
[AGENT][POSITIVE] Yes, you need that one, OK.
[AGENT][NEUTRAL] OK, so that's the one I'm looking at now. OK, great. OK, I've got that, and then [PII] will get him taken care of under the other tax ID number and then what else is there any other changes?
[CUSTOMER][POSITIVE] I, I think that's good for now. um I'm, I'm still gonna try to do some other ones but um I appreciate all your help.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah and if you, if you do have some other ones if you can just email them to our sales folder, do you have the address that way we'll have a picture of it and we can get that over to our commissions team if we need to make any updates on anything, um.
[AGENT][NEUTRAL] I'm not saying don't call. You can still call, but I'm just saying if you have some screenshots of some stuff that you see where there's some discrepancies. Um, if you can email it to our sales folder, we'll grab it and get it over to our whoever needs to make the updates because, uh, we can't update the email addresses on any of these, um, or the addresses we'll have to get through our commissions team because everything's kind of tied to the commission statements somehow.
[CUSTOMER][POSITIVE] Got it. OK, that'll work. I, I appreciate all your help.
[AGENT][NEUTRAL] So, anyways, OK.
[AGENT][POSITIVE] No problem thanks for calling and letting us know and we'll get this taken care of, OK?
[CUSTOMER][POSITIVE] Thanks so much take care bye bye.
[AGENT][NEUTRAL] Mm. You too. Bye-bye.