AccountId: 011433970860
ContactId: 2f261a08-532a-4162-b2d6-f609b27e2140
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 656460 ms
Total Talk Time (AGENT): 202259 ms
Total Talk Time (CUSTOMER): 182789 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/2f261a08-532a-4162-b2d6-f609b27e2140_20250620T13:18_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey [PII], good morning.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I am, uh, I, I, I, I'm logging into my APL portal to pull commissions for the month of June and, uh, it seems like the website has changed like online service center.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] When I go to log in, it doesn't let me utilize my previous log in because it requires uh an email address and different passwords so when I go to create my OSC account.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] And I utilize our agency owners information it's not allowing it to uh go go to the next step.
[AGENT][NEUTRAL] What are so are you doing it on behalf of an agency or a broker that's appointed with us?
[CUSTOMER][NEUTRAL] Um, I don't know how it's set up honestly. I, I clicked on agent or broker.
[AGENT][NEUTRAL] So you have to create.
[AGENT][NEUTRAL] OK, so regardless of a previous account we have to create a new account. We launched a new OSC on [PII] and sent out all communication to brokers and groups. So are you doing it like do you pull commit are you an agency or are you pulling on behalf of a broker?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, we pull on behalf of an agency and I did not, uh, use the agency. Let me see if that, uh, no, it still gives me an error. So if I go into the agency and I type in our tax ID number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what is
[AGENT][NEUTRAL] OK, can you give me just a second, give me, give me just a second. What agency are you with?
[CUSTOMER][NEUTRAL] Uh, it doesn't let me do it that way.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, risk protection managers LLC.
[AGENT][NEUTRAL] R I C H.
[CUSTOMER][NEUTRAL] Uh, R I S K.
[AGENT][POSITIVE] Are at risk. OK, thank you.
[CUSTOMER][NEUTRAL] Risk protection, yeah, risk protection managers, yeah.
[AGENT][NEUTRAL] OK, what's the last name of the broker that you pull for?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, it's uh [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Is the first name [PII]?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] you.
[AGENT][NEUTRAL] OK, I see [PII]. I don't see where his commissions get paid and for whatever reason I'm not seeing risk um protection.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So maybe it's were registered as just a broker.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] And what's your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, give me just a second because I'm not seeing.
[AGENT][NEUTRAL] Where is commission to get paid?
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And it's just risk protection, correct? So I'll make sure I'm typing in.
[CUSTOMER][NEUTRAL] Uh, the agency's risk protection managers LLC.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so I did have somebody double check me and it does look like um [PII] gets his commissions paid directly to him so he is gonna have to set up a broker account and then he's gonna have to go in and give you access to his account to pull commissions if you do it on behalf of him.
[CUSTOMER][NEUTRAL] Is that are the commissions being so the commissions aren't being paid to [PII] as the broker are they being paid to the agency?
[AGENT][NEUTRAL] Um, I see that they're being paid directly to [PII].
[CUSTOMER][NEUTRAL] Oh, they're being paid directly to her, OK.
[AGENT][NEUTRAL] Yes. Yeah.
[CUSTOMER][NEUTRAL] And so how would [PII] go about, so, so that, uh, so when I'm, when I go in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I, [PII]'s in the other room. I can hear him talking right now. So he's the one that puts, he puts me in charge of all this. So if we need to verify anything, happy to do so. What I have, so whenever I go to the agent or broker set up for uh agent or broker account, I type his last name in, I type his social security number in which I have right here, zip code, email on record, and date of birth.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And let's just do.
[CUSTOMER][NEUTRAL] I type all it.
[AGENT][NEUTRAL] So, last name, email on record, and date of birth. Skip social and zip code.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] I didn't know you could do that.
[AGENT][NEUTRAL] And then what email what email are you using?
[CUSTOMER][NEGATIVE] Yeah, it gives me an error.
[CUSTOMER][NEUTRAL] So it's, I can't remember which one we set it up with. It's either gonna be [PII], or [PII].
[AGENT][NEUTRAL] Uh, so I have [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, let me use that one.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEGATIVE] Yeah, it still gives me an error.
[AGENT][NEUTRAL] And then what birthday are you using?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] I'm gonna try on my side. Give me just a second.
[AGENT][NEUTRAL] OK, so it's working on my side, so can you do me a favor and clear your cache and your settings of your browser?
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] And then see if it works again. I'd like for you to set it up because obviously it's gonna ask for verification code and password so let's just try this one thing first. If it doesn't work, then of course I'll do it on my side and we can walk through the process of setting up the password and everything of what you guys want it to be. Let's clear our cache because that's what we have to do internally and then see if it works.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me do that now.
[CUSTOMER][NEUTRAL] Alright, it worked to now, so.
[AGENT][NEUTRAL] OK, so it did go through?
[CUSTOMER][NEUTRAL] It did, yes, ma'am.
[AGENT][POSITIVE] Perfect. OK, um, do you want me to stay on until you get through the entire process?
[CUSTOMER][POSITIVE] No, I think I'm good now. I appreciate the help.
[AGENT][NEUTRAL] OK, yeah, of course I'm, I will tell you that it will give you a verification code now every time that you use the email address so it's gonna do it you're probably on the page where it has the password so you're gonna see your email and verification code and then once you get through the process you're gonna have to re log in with the verification and password and then you'll be able to see your dashboard.
[AGENT][NEUTRAL] So it does it, it does, it goes through it twice. So, but yeah, give me a call if it, if you get stuck, we can look at it.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Sounds good thank you so much.
[AGENT][POSITIVE] Well, happy Friday. Yeah, enjoy your day.
[CUSTOMER][POSITIVE] Thanks you too. Bye.
[AGENT][POSITIVE] Thanks, bye.