AccountId: 011433970860
ContactId: 31029dc3-7e71-4643-a284-90e1c0ab97cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1188420 ms
Total Talk Time (AGENT): 691677 ms
Total Talk Time (CUSTOMER): 522506 ms
Interruptions: 13
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/31029dc3-7e71-4643-a284-90e1c0ab97cc_20250609T15:10_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I have broker [PII] on the line. Um, he's calling for two different reasons. Um, I, I think you'll be able to help him with the first one, and then we'll need to you'll probably have to transfer him to cus uh claim support for the second one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] He's got a lot of, he's got a lot of stuff going on he's having issues with his OSC account, um.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] What's his last, did he give you his full name?
[CUSTOMER][NEUTRAL] I can give you
[CUSTOMER][NEGATIVE] Yeah, and I'm not even gonna try it. [PII], I wrote it down as [PII] and clearly that was not it.
[AGENT][NEUTRAL] OK, it's OK
[AGENT][NEUTRAL] Oh, [PII]. I think I I think I talked, I think I talked to him the other day. So, OK, yeah, I think I talked to him the other day. OK, he's
[CUSTOMER][NEUTRAL] Yeah, he's saying he's not able to see any of his claims or anything in the OSC and he's having issues with that so that's the thing that I think you'll be able to help him with um and if not I'm just supposed to send them to you anyways. Then the second one is for um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] They claim
[CUSTOMER][NEGATIVE] Uh, oh my God, I just lost my train of thought for policy number 2,258,950.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] 225.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] They are reporting their policy. They have not lapsed yet, but I'm only seeing claims. The last claim was reported in [PII]. He gave me a claim. He said he emailed us the claim and it was for [PII], and he said they should have more claims than just from [PII], um, and we're not able to look them up. He's not able to look them up because they took them out of the OSC, um, even though they're reporting their policy and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, we haven't taken him out. He just can't see it. Yeah, he just can't see it in his new new environment probably and he can't access the old environments, but so you did you see any claims? Are you, can you see claims under that?
[CUSTOMER][POSITIVE] Um, I mean, it's still effective.
[CUSTOMER][NEUTRAL] Um, I only see, I see claims for the second one that he gave me, but the last one was 2023. He's submitted, he's like there's, there should be more than that, um, I don't know if it went under.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, and you don't see any other claims out there for that person?
[CUSTOMER][NEUTRAL] Yeah, and, and I'm not seeing any either, and he said he filled one in for emailed one or something uh for the data service of 5125 so I feel like that's where claim support might be needed to do some research on that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm, yeah, that'll be on the claim side for sure unless, well, it's possible he sent it to our side and we just need to figure out if we have it on our side. So, OK, perfect. I will talk to him, [PII], I think his name or something like that.
[CUSTOMER][NEUTRAL] Ha, yeah.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] Alright, and he's verified he's verified all the other things, uh, he's good to go. Do you need his callback number?
[AGENT][POSITIVE] OK perfect thank you so much.
[AGENT][NEUTRAL] Uh, yeah, just in case.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII] OK perfect thank you.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Give me just one moment.
[AGENT][NEUTRAL] Hi, is this [PII]? Oh sorry.
[CUSTOMER][NEUTRAL] Oh hold on one moment. I had to find my mouse first. Alright, here we are.
[AGENT][NEUTRAL] You're fine.
[AGENT][NEUTRAL] I got you, I gotcha.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hi [PII]. Oh.
[CUSTOMER][NEUTRAL] Hi [PII] we have broker resources on the line for you.
[CUSTOMER][POSITIVE] Great, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hey [PII]. Hi [PII], this is [PII]. She said you can't see anything under your account or some things you can't see and can't see. Good.
[CUSTOMER][NEUTRAL] Hey, how you doing?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK. What is, OK. You're fine. No, you're fine.
[CUSTOMER][NEUTRAL] Let's see, hold on one second, let me close this out. I'm sorry.
[CUSTOMER][NEUTRAL] I was in the middle of a
[CUSTOMER][NEUTRAL] Email to the home office. OK, so basically the long and the short is I know there's been some ups and downs with the new OSC, but my, my issue we're having is when we go in all the existing claims that were uploaded before are gone.
[AGENT][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] So everybody we pull up in the system, none of their stuff is there.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So where, what are you, are you logging in under your personal broker account or are you logging in under the agency account when you can't see a client when you can't see the groups? I'm trying because we're trying to disturb.
[CUSTOMER][NEUTRAL] Um, it's under.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm this is under the one that all my groups are listed under so the one that actually has all the groups under it and all the employees when I go in to pull up their claims, there's nothing in the history for every person that I pull up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and you, so.
[CUSTOMER][NEUTRAL] So did all the prior claims information come over when y'all switched to the new one?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well it's supposed to, but I think there's an issue with you. I'm not sure because they're trying to troubleshoot all this, but it seems like if you're under the agency account if you're logging in into the agency account.
[AGENT][NEUTRAL] You can see commissions and if you log in under the broker account the groups are showing up that are tied to the brokers so that's what I was trying to figure out is if you were signing in, are you an agency owner or are you just under.
[CUSTOMER][NEUTRAL] I believe
[CUSTOMER][NEUTRAL] I, I am an agency owner and I'm a, I have an account with you guys and I am a broker, so, um, with that being said, this is I I assume my broker account, um, when I go under my agency, it just shows.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] Yeah, go ahead. Under your agency, what is it?
[CUSTOMER][NEGATIVE] Nothing shows my compensation. I still haven't located my compensation. That's
[AGENT][NEUTRAL] You don't see
[AGENT][NEUTRAL] OK, that's I need to know that. OK, I need to know that. Give me just a second. I'm taking all this down because I'm gonna have to send this back over to them because you're the second one today that I've had that can't see their comps. So at the agency level when you're logged in, and what's the, what's your agency? What's the agency that you're logging in under?
[CUSTOMER][NEUTRAL] Um, that's not here.
[CUSTOMER][NEUTRAL] Uh, Brian Padero LLC.
[AGENT][NEUTRAL] OK, LLC, OK, give me just a second. Let me get that pulled up because I need to get a tax ID number for that one. Give me just a second.
[CUSTOMER][NEUTRAL] So the only thing I've actually been able to.
[CUSTOMER][NEUTRAL] Sure, the only thing I've been actually able to locate is all of my groups, and when I, I made, I had to use a separate email and I was able to open my group that I that I have with APL like my personal policies, but I've still yet to be able to locate uh my comp which is fine uh for now I mean I just have to take care of these people, you know.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, it's not, it's not fine. we want to get it straightened out for you, so let me, OK, so I've got your agent.
[CUSTOMER][NEGATIVE] Yeah, it's kind of a wreck. I'm just trying to uh.
[AGENT][POSITIVE] Yeah, I know, trying to work out the best you can and we're trying to help you guys with work arounds too if you need some commission statements, I can send those to you if you need the last ones for May. Do you need that?
[CUSTOMER][NEUTRAL] Uh, actually someone did send it to me.
[AGENT][NEUTRAL] OK perfect got that taken care of. OK, so you still can't see your commission statements so at the agency level you can see your commission but you can't see your groups, correct?
[AGENT][NEUTRAL] Under the agency part.
[CUSTOMER][NEUTRAL] You know, I can see my groups that just can't seek commission, correct.
[AGENT][NEUTRAL] OK, you can see the group the agency level, but you cannot see the commission.
[AGENT][NEUTRAL] OK, so, and then you can't see claims that you filed at the agency level, correct? Or do you do that at the, OK, OK, you can't see the claims that you uploaded mhm.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Correct, so
[CUSTOMER][NEUTRAL] I can upload something to someone's profile. I can upload something like say you're one of our insured. I can upload something to your name, but nothing I've done before now is showing up for anyone.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You can't see. OK, perfect. That's good to know. That's good to know. Do you happen to have a screenshot of one of those where you've uploaded it or anything? Did you get an error message or is it just blank? You just can't when you go back in, you can't see anything.
[CUSTOMER][NEUTRAL] So basically, when I go back into a person, like I'll just pull up.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I, I'm gonna, I'm gonna pull up a group and just kind of give you an idea what I'm talking about here, um.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] It has no current or past claims for this person even though he has an active claim open with APL.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, who can you give me the customer number on that person, or is that the one that she, that might be the number she gave me that might be the policy number she gave me when she transferred to you. Hang on just a second.
[CUSTOMER][NEUTRAL] Sure, let me see.
[AGENT][NEGATIVE] Oh goodness, sir, shut down.
[CUSTOMER][NEUTRAL] That person that she's actually talking about won't even show up on my computer because they were laid off but they're keeping their Allstate, I mean they're keeping their APL policies, so they're still active.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, perfect. And what was the name of that person? Oh, it's 225-8950. Never mind, I have it. OK, 225895.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] That was [PII] and [PII].
[AGENT][POSITIVE] [PII], OK, perfect.
[AGENT][NEUTRAL] All right, but on and on that one you're not seeing any of their claim history, right? That's what she was saying that there were some some recent claims sent in.
[CUSTOMER][NEUTRAL] Well, on that one, they won't even show up in the computer.
[AGENT][NEUTRAL] OK, they're not
[CUSTOMER][NEGATIVE] On that one they won't even show up in the computer.
[AGENT][NEUTRAL] OK, so they're not even showing active. OK, good to know. OK, hang on just a second.
[AGENT][NEUTRAL] Because I've got this is under group 25662 Quality Energy Services, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] But there's, OK, perfect, just wanna make sure.
[AGENT][NEUTRAL] Just a second, OK, I'll check into that why they're not actually showing in the system because they should be in the system. OK, and then what's the name of the other person?
[CUSTOMER][NEUTRAL] OK, the other person, let's go click on his claims, make sure it says 0. OK, good. OK, this person's name is [PII].
[AGENT][NEUTRAL] OK, let me see if I've got here in the system. Give me just a second.
[CUSTOMER][NEUTRAL] And I can give you his.
[AGENT][NEUTRAL] Is he with the same group?
[CUSTOMER][NEUTRAL] I can give you his
[CUSTOMER][NEUTRAL] Different group. He's with Gulfstream Services.
[AGENT][NEUTRAL] Differently.
[AGENT][NEUTRAL] OK, what's his policy number?
[CUSTOMER][NEUTRAL] And I can give you the group number.
[AGENT][NEUTRAL] Yeah, either one, go ahead. I'm sorry.
[CUSTOMER][NEUTRAL] Well, group number is 256.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Group number is 25666.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And and his policy number is.
[CUSTOMER][NEUTRAL] 225
[CUSTOMER][NEUTRAL] 2931.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Perfect. Hang on just one sec.
[CUSTOMER][NEUTRAL] But like for an example, if I click on his, if I click on his claims, there's no open claims and no
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] No processed or open claims even though he has an open claim right now with APL.
[AGENT][NEUTRAL] OK, and you filed it for him?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK, OK, because I know, I know it's you file that you should be able to at least be able to see what you've sent. So in the past, do you normally file on their behalf? I'm just trying to make sure like what you had before is doing what it's supposed to be doing now, OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I've got that 1 256-6625662 Romero.
[AGENT][NEGATIVE] So on the Romero one, did you, did you upload something on that one? I just wanna get the facts on that because you said that they're not even showing.
[CUSTOMER][NEUTRAL] I, I had on, on that one I had to email it on that one I had to email it to the home office.
[AGENT][NEUTRAL] OK, and do you do you send it to like our sales team?
[AGENT][NEUTRAL] Which would be a, OK, you send, oh, you send it directly to the claims. OK, thank you.
[CUSTOMER][NEUTRAL] I sent it to claims.
[AGENT][NEUTRAL] I need to follow up on that one.
[CUSTOMER][NEUTRAL] Because they removed him from the OSC.
[AGENT][NEUTRAL] So they removed you, OK, and that name on that was [PII]. OK, got it.
[CUSTOMER][NEUTRAL] Correct, [PII] and his wife [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Honey, yeah, got it.
[AGENT][NEUTRAL] OK, perfect, and I've got the policy number on that. OK, I need to report all of this to IT just so OK, that's all under the agency. So have you logged in into your broker account?
[AGENT][NEUTRAL] That's the other thing I need to ask.
[CUSTOMER][NEGATIVE] The only one I've been able to get in on is strictly the one where I have my own policies in this one. I haven't been able to log in um.
[AGENT][NEUTRAL] Mhm. So you're talking about your personal account. OK, OK.
[AGENT][NEUTRAL] Got you, got you, you're talking about your own personal.
[CUSTOMER][NEGATIVE] Right, I haven't been able to get to where my comp is anywhere.
[AGENT][NEUTRAL] OK, OK. Hang on just a second.
[AGENT][NEUTRAL] OK, hang on
[CUSTOMER][NEUTRAL] When really the comp and all should be connected to one where the groups are because that's my my tax ID and my um.
[AGENT][NEUTRAL] I know that, yeah, that's what we were trying to explain to her, her IT team is I, I for some reason I think they separated him.
[CUSTOMER][NEUTRAL] My APL number.
[AGENT][NEUTRAL] Um, well, I'm not sure, but it sounded like from the conversation the compensation is showing up under the agency account with the claim and some claim stuff but the um.
[AGENT][NEUTRAL] You can't see all your groups for some reason, but you're able are you able to see your comp and your group at the agency level?
[CUSTOMER][NEGATIVE] No, I, I can't see comp anywhere, um.
[AGENT][NEUTRAL] Can you
[AGENT][NEUTRAL] OK, no comp at all. OK, OK, that's the big thing we need to get that taken care of. You're not the only one that's having a problem with that. We're trying to troubleshoot that. So, OK, let me report all of this and then did you, so on your just to make sure I know I'm asking you a bunch of questions I'm just trying to make sure we cover all the bases here, um, on your personal broker account did you say you did or did not set that one up?
[AGENT][NEUTRAL] I know you said you have.
[CUSTOMER][NEGATIVE] The only one I was able to set up is I believe it's, it's my broke my broker account where it shows all my groups, but my actual agency with my tax ID where I'm supposed to see my comp and all as well um I can't see it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But you're able to get into the account.
[CUSTOMER][NEUTRAL] It doesn't, it doesn't let me.
[AGENT][NEUTRAL] OK, but you do have both of them signed in. Let me just.
[CUSTOMER][NEGATIVE] No, it, it shows an error message.
[AGENT][POSITIVE] OK, OK, thank you. OK.
[CUSTOMER][NEUTRAL] No, no. I have 3, I have.
[CUSTOMER][NEUTRAL] Before I had like 5 logins. It's OK. I have my personal policies with APL. I was able to get in there because I had to make up a new policy. I had to make up a new email address. Um, I was able to get in where my groups are, but you know, with my writing number, but I can't get into my LLC where where I can actually see my comp and everything, you know, with my, with my tax ID.
[AGENT][NEUTRAL] Sorry.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Got you.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so let's see, tax ID number [PII], that's your personal um account correct? Your personal broker account?
[CUSTOMER][NEUTRAL] That is, that's my social.
[AGENT][NEUTRAL] OK, I show that.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, it's showing under there that that's brokers that that's activated for you. That's your broker account. Let me look at your agency account. Can you just let me check out the agency account. This is helping me just decipher what's what.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What's the email you're showing for the agency account?
[AGENT][NEUTRAL] OK, uh, on the agency account we have [PII] at [PII] [PII].
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Yeah, hang on. Let me double check.
[CUSTOMER][NEUTRAL] That's like, that's uh.
[CUSTOMER][NEUTRAL] That's an [PII] address.
[CUSTOMER][NEUTRAL] That's not my email address.
[AGENT][NEUTRAL] That is weird. OK, is that, oh wait, no, no, no. Sorry, no, that's not, I'm, I'm looking at the wrong screen. Sorry, I forgot I flipped screens. Give me just a second. I flipped, that's on the end, that's under Gulf stream. Hang on just a second. I flipped screens and didn't realize that. Let me pull up your other one, sorry, that's on me.
[CUSTOMER][NEUTRAL] That's the, the one that goes to the whole south.
[AGENT][NEUTRAL] I have too many screens up. I had to close out of that one. OK, here we go. So the other ones under [PII] tax ID.
[AGENT][NEUTRAL] Let me get this 112. OK, let's see, hang on.
[CUSTOMER][NEGATIVE] That's that that should be my agency so I can see my comp and that's the one I can't get in.
[AGENT][NEUTRAL] OK, that one, that one has that one has [PII].
[AGENT][NEUTRAL] So did you use that email address on the other one? OK, that's it. OK.
[CUSTOMER][NEGATIVE] The problem is I've already used that one.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] 125 54 hold on just a second, OK.
[AGENT][NEUTRAL] All right. And what?
[CUSTOMER][NEUTRAL] And I actually told somebody this like a week ago.
[AGENT][NEUTRAL] Yeah, what's the email address that you wanted that updated to?
[CUSTOMER][NEUTRAL] And uh
[AGENT][NEUTRAL] I know they're trying to get them updated as quick as they can, OK.
[CUSTOMER][NEUTRAL] It's, I, I'll just give you this one.
[CUSTOMER][NEUTRAL] Sure, I, I'll just give you my, I'll give you my Gmail it's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. And when you say [PII], is that [PII] or [PII] or [PII]?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK. [PII], or is that [PII]? Sorry, the, OK, [PII]. [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Correct? OK, I'm gonna get that updated. OK, OK, go ahead.
[CUSTOMER][NEUTRAL] And correct. And, and for the city and zip code, what do you have?
[CUSTOMER][NEUTRAL] From my agency it should be [PII].
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Having CC agency. Hang on just a second, let me get to that agency screen. Let's see I have [PII], yes, on the agency.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, OK. So that's good. So on.
[AGENT][NEUTRAL] Broker account, we need to update the email from [PII] to the [PII], the agency.
[AGENT][NEUTRAL] OK, let me do some background work. I have to get with the team that's updating the email addresses. Let me give you my direct number in case something happens so you don't have to go through all this with somebody else. My number here is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And my name is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. Uh, [PII]. Yeah, [PII], yes.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And that's Ms. [PII] in Broker Resources.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] And your callback number, give me your callback number.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK perfect let me get all this sent over to our IT team, see if we can get your email updated pretty quick, and then I'll get back with you, um hopefully today on the email address update so we can get you into that account and then get all the other troubleshooting things taken care of, OK?
[CUSTOMER][POSITIVE] That'll work I appreciate your time.
[AGENT][POSITIVE] All right, no problem, and I'll talk to you soon, OK?
[CUSTOMER][NEUTRAL] Oh, it
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] Oh yeah, one more quick question for the, the lady that's not on the OSC for the Romero lady, um.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] Do I need to because because they're not taking obviously the information I sent them to.
[CUSTOMER][NEGATIVE] Over email to claims they didn't put it they didn't put it in the system it sounds like.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, I can't see our broke so.
[CUSTOMER][NEUTRAL] So how do I get the claims info?
[AGENT][NEUTRAL] Well, I don't know exactly. I'll check into that because the sales team, we can't see any of the claims stuff we've never been able to, so I'll get with the claims team and ask them if they have that email, if they have that claim. I'll call somebody in the claims and see if they, if they can see it, um, or if they know anything about it or hunt for it to see if they've got an email you said you sent that on the [PII], is that correct?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Did you send that?
[CUSTOMER][NEUTRAL] I sent it, um, I sent the claim in probably a week or two ago, um.
[AGENT][NEUTRAL] Can you, can you just forward that to me? Can you just forward that to me directly? OK, my um email address, mhm.
[CUSTOMER][NEUTRAL] So what I'll do is
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][NEUTRAL] Hold on one second, let me put your email.
[AGENT][NEUTRAL] I have a really long last name just to warn you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's [PII] It's [PII]
[CUSTOMER][POSITIVE] I'm ready.
[AGENT][NEUTRAL] Well I don't email myself very often, so hang on, [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], ER.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so I have
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][POSITIVE] So you email that to me and then, yeah, no problem, we'll get all this resolved for you. Sorry for all the inconvenience.
[CUSTOMER][POSITIVE] Thank you I appreciate it.
[CUSTOMER][POSITIVE] No worries I appreciate your time have a great day.
[AGENT][POSITIVE] You too talk to you soon bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Mm bye.