AccountId: 011433970860
ContactId: 2736d2dd-cb78-42ec-b51f-150970096817
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 533969 ms
Total Talk Time (AGENT): 305048 ms
Total Talk Time (CUSTOMER): 229083 ms
Interruptions: 8
Overall Sentiment: AGENT=-0.1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/2736d2dd-cb78-42ec-b51f-150970096817_20250606T14:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good morning. Um, my name is [PII]. I'm calling from Assure Brokers. I am trying to set up one of my brokers in the new platform.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And it's really not working.
[AGENT][NEUTRAL] Yeah, we have a meeting in about 30 minutes to troubleshoot some questions so let me see what the problem is on this one. What's the broker's name?
[CUSTOMER][NEUTRAL] Um, so,
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] [PII]. OK, so I was able to set up the agency, because that was like the first one that I, I got trouble with. I was able to set up the agency. And my understanding, I saw that setting up the agency, we would be able to see the groups, but I don't, I, I don't see the groups at all. Is that the way it's supposed to be?
[AGENT][NEUTRAL] [PII], mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You don't see the groups under the agency?
[AGENT][NEUTRAL] Yeah, you should be able, I mean, I would think so. What's the name of the agency?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Cause I thought
[AGENT][NEUTRAL] What's the name of the agency? I sure. OK, thank you.
[CUSTOMER][NEUTRAL] ISure Insurance.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so Beer Carolina, [PII]. OK, so when you enter that, you can't see what, what are you seeing? Are you able to see, you're not seeing the groups at all?
[CUSTOMER][NEGATIVE] I don't see the groups at all.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, any groups and under are you sure we.
[AGENT][NEUTRAL] Can you, are you able to, uh, go ahead.
[CUSTOMER][POSITIVE] No, no, I'm sorry.
[AGENT][NEUTRAL] Can you guys see like the commissions and stuff? Are you able to get to the other stuff and just not the group?
[CUSTOMER][NEUTRAL] I could go in, I could, I didn't open the links, but I could go in and see the commissions.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Like, I could see them listed in the PDF to download, but.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, good. So on your dashboard, what are all the tabs on your on that dashboard on the on the left? Those are one for groups?
[CUSTOMER][NEUTRAL] Oh, OK. So, yes, I have dashboard. I have agents, groups, resource setting, and help.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] And when you click on groups, what does it do? Does it even take you anywhere? Does the screen even populate or does it just spin?
[CUSTOMER][NEGATIVE] No, it does, it takes me in and it says 0 groups.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEGATIVE] It says active, inactive, all, it's like blank, there's no groups.
[AGENT][NEUTRAL] OK, all right. What is, what is your name? I'm sorry.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, what's the contact number for you because I'm getting ready to go to a meeting and this is one of the questions I'm gonna ask, uh, to see what's going on. Mhm.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, let me, I'll call you back here in just a few minutes. I'm gonna ask this question, um, in this meeting that I'm getting ready to talk to, mhm, yeah.
[CUSTOMER][NEUTRAL] OK. And also,
[CUSTOMER][NEUTRAL] OK, so something else I, I wanna ask, um, in the agency, I have two brokers. I have [PII] and I have [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] And in the other logins, I had one for each and then one for the agency. So I wanna know is it possible to have everything under the agency that'll make my life so much easier.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, they keep the broker accounts separate from the agency accounts, um, for some reason, but that, that's how they're set up, so we wouldn't, is that what you're asking, putting every all the broker and everything, yeah, mm hm.
[CUSTOMER][NEUTRAL] Like.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, because to me, to, to me, for example, the, the point, because in the other website, I wouldn't, it never showed me the groups either. I only went into the other website to get the commissions. So, for this new portal, if I'm able to see the groups, am I under the agency? Am I able to service the groups? Or no, I still have to create the two other logins.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's, it's
[AGENT][NEUTRAL] Yeah, you're gonna have to tab the broker log in and then the agency log in. So how, how whatever you saw last time that should all stay the same, but you'll have to have, you cannot use the same email address for both accounts. You'll have to have two email addresses, one under the agency and then one under the broker.
[AGENT][NEUTRAL] And then the broker needs to set their account up and then delegate access to whoever needs it.
[CUSTOMER][NEUTRAL] OK. So,
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so how can I imagine I, I did this log in a million years ago because I was trying to do [PII]. It doesn't go in, but now that you're telling me, I don't know if maybe it doesn't recognize it because I'm putting the wrong email or if the zip code is her home zip code instead of the agency zip code, you know what I mean? So how can I find out what information you guys have? I mean, I'm assuming if you guys are having a meeting.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So under
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You still probably, you know, undergoing the, the logging issues, but how do I know what information you guys have for the brokers? Yeah, I know.
[AGENT][NEUTRAL] So, and
[AGENT][NEGATIVE] No, there's a lot of, there's a lot of issues.
[AGENT][NEUTRAL] So I can look at that. So under ISA you got in under the agency, right? with the tax ID number and and OK, so under the broker account, so are you talking about [PII]'s broker account?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, give me 1 2nd.
[AGENT][NEUTRAL] What zip code do you have for her under her broker account?
[CUSTOMER][NEUTRAL] Uh, the zip code that I have should be the agency [PII].
[AGENT][NEUTRAL] OK, and then when you're doing the broker account, when you're doing the broker account, there's only 3 boxes that have an asterisk, and those are the only ones that you need to fill out, which would be her last name, I believe.
[CUSTOMER][NEUTRAL] Or
[AGENT][NEUTRAL] Let me pull it up because I don't have it. Hang on, I don't have it in front of me. Give me just a second. Let me pull it up real quick. I'm pretty this everything. Hang on a second. Let me get this up. There it is.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, I clicked on the wrong thing.
[AGENT][NEGATIVE] No, that's not what I wanted. Oh great, don't give me that. Are you serious?
[CUSTOMER][NEUTRAL] I get the last name, the email.
[AGENT][NEUTRAL] Uh-huh. What are the ones that have the asteroid, OK, the email?
[CUSTOMER][NEUTRAL] Last name, email, and date of birth. So what's the, what's her email? because I put benefits because it benefits is usually what I use for all of these things because everything comes to me and to her.
[AGENT][NEUTRAL] Mhm, but she can't, yeah, and you're not gonna be able to do that anymore. She's gonna have to have, she's gonna have to have two email addresses, one for her agency account and if you use this email on the agency account, she's gonna have to have a completely different one for her broker account.
[CUSTOMER][NEGATIVE] But I'm can't.
[CUSTOMER][NEUTRAL] OK, so what do you have, what do you show on her right now? What email?
[AGENT][NEUTRAL] The benefit [PII].
[CUSTOMER][NEUTRAL] OK, so how do I change it?
[AGENT][NEUTRAL] When you set up the ID, what I need to know what email address she wants to have and then we can update that on our system and then that's the email that you'll need to log in with.
[CUSTOMER][NEUTRAL] OK, then update it, update it to [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, insure brokers, OK. I want, I, I'll have to ask, I, uh-huh.
[CUSTOMER][NEUTRAL] ISure Brokers, yeah. Like the same, but instead of benefits, her name.
[AGENT][NEUTRAL] [PII], correct?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh-huh, yes.
[AGENT][NEUTRAL] OK, got it. So I'll have to have that updated. I can't do it here. I'll have to have it done by my team that's in this meeting that I need to attend, um, and then once I do that, you should be able actually you should be able to go ahead and do it because.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Then now the email is the username. So you should be able to go ahead and use that email address to access it.
[CUSTOMER][NEUTRAL] OK, now, can you check what do you have for [PII]?
[AGENT][NEUTRAL] Alright, hang on one second.
[AGENT][NEUTRAL] And what is [PII]'s last name?
[CUSTOMER][NEUTRAL] For number.
[AGENT][NEUTRAL] [PII]. OK. [PII]. OK, hold on.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] [PII], let's see.
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] OK, so for him we have the same, I told you we have the same email for everybody. Um, OK, so.
[AGENT][NEUTRAL] Everybody does, everybody does, yeah, but it's changed now, so we have to change it all.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, for him, um, to change it to [PII].
[AGENT][NEGATIVE] I sure [PII].
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] OK, and that's it, then I'll just kind of let it refresh. No, no, I don't have any other brokers, that's it. Um, I'm gonna kind of let the system refresh.
[AGENT][NEUTRAL] Anything else?
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] OK, good, thank goodness, but I would go ahead, I would.
[AGENT][NEUTRAL] Mhm, yes.
[AGENT][NEUTRAL] Yes, I I would go ahead and try to see if you can set it up with those email addresses and I'll make sure they get updated on our end, but I don't think it'll have any bearing on you getting in right now. You should be able to use that to get in.
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][NEUTRAL] OK. Should I wait until like Monday or maybe in the afternoon because I, I know systems sometimes take a little bit to update.
[AGENT][NEUTRAL] Yeah, go ahead and I'll just, I'm gonna verify the information with my team that's in this meeting right now, um, so yeah, go ahead and wait till this afternoon and try and if if I find out that there's some issue with you doing it that way I'll call you back and let you know, OK?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK. Sounds like a plan. Thank you so much for your help. OK. Bye-bye.
[AGENT][POSITIVE] All right, OK, thank you. mhm, have a good day bye bye.