AccountId: 011433970860
ContactId: 2e340b04-84b6-4dbe-a00a-f94e4d14cba1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 935260 ms
Total Talk Time (AGENT): 429451 ms
Total Talk Time (CUSTOMER): 316476 ms
Interruptions: 6
Overall Sentiment: AGENT=0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/2e340b04-84b6-4dbe-a00a-f94e4d14cba1_20250618T15:45_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], this is [PII] with Acentria. How are you?
[AGENT][NEUTRAL] Just fine, how are you?
[CUSTOMER][NEUTRAL] Good, um, I was informed that you guys have a new portal.
[AGENT][NEUTRAL] Yes, yes, everybody's having to re-register as a brand new person. Um, let me pull up, are you a broker with the agency or do you just work for the agency?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, oh, and what was your question? Sorry.
[AGENT][NEUTRAL] Are you, are you an actual broker or are you someone with the agency that tries to pull commissions? You're the broker? OK. So let me pull you up. Do you know?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But with with essentially or foundation with partners.
[AGENT][NEUTRAL] OK, do you know the tax ID number associated with the agency account?
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Um, hold on one second.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 9
[AGENT][NEUTRAL] Foundation Risk Partners Corporation, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I have [PII] and [PII] as the people assigned to the agency I guess as the people, um, so let's see, so then you have your own broker account correct?
[CUSTOMER][NEUTRAL] So we have access to um for different people to add and term in the portal so I need to get all those people reassigned um but you said [PII] and who else?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It says [PII] and [PII].
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, [PII] [PII], that's who they're showing us like the people assigned to the agency with the email address of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I mean, yeah, that's right. I just, I don't know [PII] was not.
[AGENT][NEUTRAL] OK, OK. So who?
[AGENT][NEUTRAL] OK, so basically that's just what I'm showing on my screen so whoever um manages that email address will need to go in and.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Set reset up the agency account with that email address, the [PII], and then once they're logged into the.
[AGENT][NEUTRAL] Logged into the agency account then they can manage users. They go to manage users and they can add whoever they want to have access.
[AGENT][NEUTRAL] Under the agency.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, hold on, hold on, because.
[CUSTOMER][NEGATIVE] He's our senior vice president. He is not gonna log in. He has no time.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, OK, so what is the new?
[AGENT][NEUTRAL] So you, it's it.
[CUSTOMER][NEUTRAL] And I just do still do it just turn.
[AGENT][NEUTRAL] Yeah, it's the same, same website, the [PII], so yes.
[CUSTOMER][NEUTRAL] OK, and then create your OSC account?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And then you would click the agency since this is an agency account but if you have your own broker account you'll have to select broker account just to log in to see your groups if you need to but um.
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] Yeah, and then you only fill out the required information, don't fill out any boxes on the next page that don't have a red asterisk next to them.
[CUSTOMER][POSITIVE] Oh, OK, thanks for letting me know that.
[AGENT][NEUTRAL] I'm gonna pin once you get once you.
[AGENT][NEUTRAL] Yeah, once you get past all of that, we have to use the email address that we have assigned to the agency and then like if you have a broker account that you need to access, I'll need to look and see what email address we have tied to that because now your email address is your username.
[AGENT][NEUTRAL] And there will be a two-factor authentication once you get past that initial screen where you enter your email and everything, so a pin code will be going to that email address to be able to access the information and get set up completely.
[CUSTOMER][NEUTRAL] Hold on because I'm just trying to complete step one and uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] It said yeah please enter the information set up your agency account so I put in the tax ID number and [PII]'s email address.
[AGENT][NEUTRAL] Yeah, do you have access to that email, the carrier info at foundation [PII] because that's the email address that has to be tied to the account, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, you'll put in the tax ID number and that email address.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] So I'm not putting in, I'm not putting the [PII]. It's [PII] or uh or [PII].
[AGENT][NEUTRAL] No, the email address is tied to Foundation Risk Partners Corp on our system, which has to be, has to be the one you set up with in order for it to be set up or it'll come up as an it won't match, is the [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I don't have access to that one.
[AGENT][NEUTRAL] Yeah, I send you the pin numbers.
[CUSTOMER][NEUTRAL] But somebody will let me know they'll get, they'll get an email and I'll go, Who's this for? Wait, carrier.
[AGENT][NEUTRAL] Yeah, so that pin number is, yeah, yeah, [PII].
[CUSTOMER][NEUTRAL] Yeah, carrier [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] but
[CUSTOMER][NEGATIVE] It must have set up something else.
[AGENT][NEUTRAL] Yeah, unless this is if this is an invalid email address and they need to update it, we'll need an email from.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] So whoever manages that.
[CUSTOMER][NEGATIVE] No, it says says continue. So when you, when you press continue and it says complete your account set up, then it says changes you may may not be saved because it's making me leave.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, you're gonna go to another page which I can't see the other page but it's gonna ask you to enter in I believe the email address again um so that you can get a pin number.
[AGENT][NEUTRAL] And then you'll have to enter the pin number and then it'll ask for password information to be set up and all of that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it's just like spinning right now. I don't know what that means, but.
[CUSTOMER][NEUTRAL] Why did you guys change your portal and and.
[AGENT][NEUTRAL] I know, yeah.
[CUSTOMER][NEGATIVE] Uh, I don't think we were notified.
[AGENT][NEUTRAL] Yeah, emails went out to everybody if we had a valid email address on on your account, let me look at your broker account and see what you have because you may run into some issues there. What's your, what is your last name?
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] My name's [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], is that right?
[CUSTOMER][NEUTRAL] No it's
[CUSTOMER][NEUTRAL] Yeah, yep.
[AGENT][NEUTRAL] OK, let me look at your account real quick.
[AGENT][NEUTRAL] Yeah, so we have you at [PII].
[AGENT][NEUTRAL] So you'll have to use that email address whenever you set up your broker account.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Yeah, I'm just, I'm just struggling because I entered in the text ID the email and then it said next and now it's just spinning.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I don't know why they have to make this so difficult.
[AGENT][NEUTRAL] Mhm. Do you wanna try to set up your broker account if you run into the same problem because if, if you don't, hopefully you don't run into it on the broker account, then we can go back and try the agency account if it's still doing that, I'll have to report it and see why it's doing that.
[CUSTOMER][NEUTRAL] But I, cause I'm
[CUSTOMER][NEGATIVE] I'm the one that set up [PII]'s info so we could add everybody that needed access and um so I have his password and email obviously but you're saying that that that email doesn't even work.
[AGENT][NEUTRAL] Mhm, mhm, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, I'm not saying it doesn't work. You're saying that it's spinning, so I just, um, as long as you entered it correctly, it should be, it should match.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] OK, um.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, but so when I get, I, I, I got out of it because it was just spinning, so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Initially on the sign in to put [PII]'s info.
[CUSTOMER][NEUTRAL] Is the old info?
[AGENT][NEUTRAL] So, say that again.
[CUSTOMER][NEUTRAL] So, um, gosh.
[AGENT][NEUTRAL] Here, do this. Just open up a new browser. This is frustrating for everybody and I'm sorry. I'm trying to get help you to get through it, so I know it's, it's difficult and it's, and it's, yeah, I'm not saying. So let's do this. Don't go to that link that we sent you. Open up Google Chrome, a new browser and type in [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And then.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then when you get to the screen, click the sign in tab on the top right.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then go to create your own your create your OSC account click on that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And click the agency and hit next.
[CUSTOMER][NEUTRAL] Don't go to agent or broker because you said you at one point you want me to sign in that way.
[AGENT][NEUTRAL] If you wanna try, let's try your broker account just to make sure you don't have any problems. That's a good way to troubleshoot it so click, yeah do that and click your agent agent broker and then next.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then you're only gonna put in your last name.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Your email
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the date of birth, so that email at [PII].
[AGENT][NEUTRAL] And then you'll hit next.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, complete your account set up.
[CUSTOMER][NEUTRAL] Send verification code verification is necessary, please click send button.
[CUSTOMER][NEUTRAL] All right, so.
[CUSTOMER][NEUTRAL] Let me look at my email, see if that's sent to me.
[AGENT][NEUTRAL] I know sometimes there's a few seconds before it comes through.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh I know.
[CUSTOMER][NEUTRAL] I can't go to spam.
[CUSTOMER][NEUTRAL] Don't have it yet.
[AGENT][NEUTRAL] OK, well, I know some people there's a delay sometimes or or sometimes that can and hide behind another screen, but I've been told it takes a little bit sometimes for it to come through.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] S
[CUSTOMER][NEUTRAL] Alright, can I just add in my.
[CUSTOMER][NEUTRAL] Password.
[AGENT][NEUTRAL] Yeah, I think it's [PII] asking you to create your password.
[CUSTOMER][NEUTRAL] that again.
[CUSTOMER][NEUTRAL] I have to put in given name, surname, I don't have to do all that, right?
[AGENT][NEUTRAL] I don't think so.
[CUSTOMER][NEUTRAL] It's kind of silly. Like they ask for your name. I'm like, my name is [PII], your given name is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I know. I'm like, why do you, I felt like, which ones are given name and all that confusing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] O dash go on.
[CUSTOMER][NEUTRAL] Let's see now.
[CUSTOMER][NEUTRAL] I try and log in. So gonna send me a verification code.
[AGENT][NEUTRAL] Yes, OK, I think to [PII].
[CUSTOMER][POSITIVE] So much safety.
[AGENT][NEUTRAL] Yes, trying to keep everything secure. It's a pain, but we, it's a good thing.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][MIXED] I know it is a good thing, but yeah, it's like half the time I spend my day just getting some verification codes to get anything.
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's just trying to load.
[CUSTOMER][NEUTRAL] Let's see if I can see if I can manage users and give our um like our enrollment team access.
[AGENT][NEUTRAL] Yeah, just to be, be able just, it, it depends on how the, yeah.
[CUSTOMER][NEUTRAL] Like they had to rush.
[AGENT][NEUTRAL] The commissions, I think the commission if the commissions are paid to the agency level, they're gonna be tied to the agency account and the groups are tied to the broker under the broker account so you may not see that there'll be there should be a dashboard once you get inside that you can go to and it'll have everything that you can click on and see what you have access to.
[CUSTOMER][NEUTRAL] It was set up.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, I did. I got to the dash dashboard view groups or, uh, it's just giving me, no, it's just giving me RNS that is my, yeah, so I need to log in as the agency.
[AGENT][NEUTRAL] OK. OK. OK.
[AGENT][NEUTRAL] Yeah, so the agency will be at the agency levels where the commissions will be. You should be able to if you get that set up then under that you can do that.
[AGENT][NEUTRAL] That manage users.
[CUSTOMER][NEUTRAL] OK, so [PII].
[AGENT][NEUTRAL] Um, let's see, [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] So I'm gonna find out who manages that that's gonna be interesting.
[AGENT][NEUTRAL] Yeah if it if it needs to be changed, let us know um I can, you can email that information over to our sales team and we can update that if it needs to be changed to something else other than that we just have to get it changed in our system before you try to set it up with a different email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right sounds good.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Appreciate it. All right. Thank you. Bye. You too.
[AGENT][POSITIVE] You're most welcome. You have a great day. Thanks for calling APL. Bye bye.
[CUSTOMER][NEUTRAL] OK bye.