AccountId: 011433970860
ContactId: 2cef5950-ede4-42c4-8ad3-487b0edf61bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 591840 ms
Total Talk Time (AGENT): 376116 ms
Total Talk Time (CUSTOMER): 199311 ms
Interruptions: 6
Overall Sentiment: AGENT=0.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/2cef5950-ede4-42c4-8ad3-487b0edf61bf_20250619T21:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hello, this is [PII] at Benefits Broker. How are you this afternoon?
[AGENT][NEUTRAL] Just fine how are you?
[CUSTOMER][NEUTRAL] I'm good too thank you um I was trying to log into the website and I'm thinking maybe you guys revamped it a little bit because it's a different.
[AGENT][NEUTRAL] We certainly did.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, OK.
[AGENT][NEUTRAL] Yes, we've made, so if you're, are you trying to log in with your old your right your previous credentials that you have?
[CUSTOMER][NEGATIVE] Um, it won't even let me. It's now asking for an email address, um, versus our old button.
[AGENT][NEUTRAL] Yeah, yeah, well, yeah.
[AGENT][NEUTRAL] Yeah, we've changed the.
[AGENT][NEUTRAL] Yeah, everybody has to log in with a brand new like you're a brand new person, so let's do you are you a broker or do you work for the agency or the broker?
[CUSTOMER][NEUTRAL] Um, both, I work for the agency and the broker, um, I'm just.
[AGENT][NEUTRAL] OK, let's start with the agency first because I need to see because some people have an agency account and a broker account and we have to do a certain way so that nothing gets messed up. So um you said it's a benefit. What's the name of the actual agency?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, benefits with an S broker.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look them up real quick.
[AGENT][NEUTRAL] Benefits Broker INC out of [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I have benefits broker and it has like the people associated with [PII], [PII], and [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so it looks like [PII]'s email address is tied to this account. Let me go and like, so does he have his own separate broker account as well, [PII]?
[CUSTOMER][NEUTRAL] You know this, if I remember way back when [PII] was the first one to actually have an account with American Public Life, so we had set it up for him.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] But [PII] actually is the owner of Benefits Brokers, so.
[AGENT][NEUTRAL] Oh, so [PII] is the actual owner. OK. Well, he's got everything assigned to [PII]. Is he still active?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I was trying to look him up.
[CUSTOMER][NEUTRAL] He's still um an active agent yes but.
[AGENT][NEUTRAL] OK, OK, good. OK. Oh, there he is, [PII]. Let's see [PII]. There we go. Colorado benefits. Let me pull up his account.
[AGENT][NEUTRAL] OK, so [PII] is the primary person on there that agency with the email address, and he has a broker account.
[AGENT][NEUTRAL] Um, he's, so we have two emails and we have the same email address that looks like on both accounts, so there's gonna need to be an alternate email address for [PII] because it looks like his email address is on the agency account. So [PII]'s gonna need to register the agency account with the [PII].
[AGENT][NEUTRAL] First
[AGENT][NEUTRAL] And then he needs to let.
[CUSTOMER][NEUTRAL] OK, well, let
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] An alternate email address for his broker account and then we need to update it on our end before he can register his broker account.
[CUSTOMER][NEUTRAL] Oh gosh, OK.
[AGENT][NEUTRAL] Because I'm assuming his his agency, the commissions are paid at the agency level I'm assuming is that correct? That's where you normally pull them.
[CUSTOMER][POSITIVE] Yes, that is correct.
[AGENT][NEUTRAL] OK, so yeah, so, so with that being the primary email address um.
[AGENT][NEUTRAL] Under the broker agency account I would probably wanna leave that the same and then if he can use a different email address for his broker account because it won't let you use both of those for the same.
[AGENT][NEGATIVE] Or the same, um, two different logins once you've logged in with your email then it says this has already been used and you can't use it for any other set up under any other account.
[CUSTOMER][NEUTRAL] Um, OK, so.
[CUSTOMER][NEUTRAL] Let me ask this on the agency when we go in to set it up, is a way to edit it to put like [PII]'s email since he's the principal and then we can go in and do [PII] with his DB [PII] it and.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You won't be, no, I wish, um, what you, what you can do is if you want to change it to [PII]'s address, he needs to let us know.
[AGENT][NEUTRAL] That, you know, he's the principal and he wants the email address updated to his email address and then we can change it on our end and then.
[AGENT][NEUTRAL] He can go in
[AGENT][NEUTRAL] And set the agency account up with his email address and then he can delegate who has access at the agency level because he'll have to add whoever he wants to have access to commissions um or whatever access they need at that level and then that way [PII] can leave his email address on his broker account if they want to do it that way.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] And do we does [PII] need to send an email? Can I get him on the phone with us for a verbal or how what what we need to do for that?
[AGENT][NEUTRAL] Um, I would send an email because we'll need to have it. We need to have it in writing that we made the change so we can document it, um, so I would just have him email our sales or, um, [PII] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], [PII], sorry.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] OK, yeah, because I think this is gonna get to be kind of messy.
[AGENT][MIXED] It is, it is, we'll be so glad when this is all, all squared away and everybody's logged in, but yeah, it's a pain we're I just get everything set up right now. It's gonna be a long process, but yeah.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] So yeah just have him email that he's the principal for Benefit Broker Incorporated and he needs to update the email address on this account so he can register the agency.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And then we'll respond back and let him know it's been updated and then he can delegate that to whoever he wants so he has somebody set it up for him or whatever and that yeah. Yeah, yeah, yeah, and then once he gets it all once you have it all set up, then there's a manage there's a dashboard that you'll go to and it says managed users and um then you can add he can add whoever he wants to have access.
[CUSTOMER][NEUTRAL] Yeah, that would be me.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK all right so if he signs in I'm sorry for all the questions um if he signs once we get him set up for the agency with his email address then we would be able to see all of the all the groups that were tied to us before correct?
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, yeah, you should, you should, yes, if not, let us know because we may need to link something, but yeah, one other thing, there's gonna be a two-factor authentication when you sign in now, so whoever has access to.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mr. [PII]'s email um address we'll get the pin number, so just to let you know, you'll have to have the must have to have access to that email uh for him to be able to log in once it's all set up so.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK all right well let me see if he is still here so we can get to working on that um so we can get logged in on our information in the meantime though, are you?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, yes, yeah, do you guys need anything? Yeah, yeah, I was gonna ask if you needed anything.
[CUSTOMER][NEUTRAL] Yeah, the reason I was trying to get in, um, we got an email stating one of our groups is, uh, delinquent on their payment.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, do you have the group number for that one? I can look at it real quick.
[CUSTOMER][NEUTRAL] Um, so yeah.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] Group number is um 11751.
[AGENT][NEUTRAL] The Greater Pueblo chamber, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let's see if I have a note on here. Email over do you notice to broker an agent for May the contact information for group me to check out at [PII] is a group contact and yeah this this looks like um email agent for May premiums. Let me look in the system really quick and see, yeah, yeah, so we're we haven't received the May payment yet.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, yeah, [PII] is the new person, so and I believe she does have online access now.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, OK, well, I'll forward this to her and just.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Say hey you need to get this paid and then um then we'll work on getting our stuff um set up here.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, well, if you guys run into any problems, once we get that email address updated, if you need any information in the meantime, just let us know and we can send commission statements or whatever you guys need if you need access to that now or if you have any problems setting it up, just let us know and we can help you as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK sounds good.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right well thank you very much.
[AGENT][POSITIVE] You're most welcome, [PII]. You have a great evening. Thank you for calling APL.
[CUSTOMER][NEUTRAL] You.
[CUSTOMER][NEUTRAL] OK bye bye.
[AGENT][NEUTRAL] Bye bye.