AccountId: 011433970860
ContactId: 325e8dbf-25ef-48bf-9196-4223219bcf7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 901849 ms
Total Talk Time (AGENT): 220942 ms
Total Talk Time (CUSTOMER): 310459 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/325e8dbf-25ef-48bf-9196-4223219bcf7d_20250602T13:19_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, good morning. I am calling because it looks like you guys changed the online portal.
[AGENT][NEUTRAL] Yes, we did.
[CUSTOMER][NEGATIVE] And I'm trying to log in and it doesn't work at all. My, uh, even if I put my email or anything, it doesn't work.
[AGENT][NEUTRAL] OK, and who am I speaking to?
[CUSTOMER][NEUTRAL] [PII]. I work for Akahi. It's a broker's office.
[AGENT][NEUTRAL] OK, just one moment.
[AGENT][NEUTRAL] And were you a user for that account previously?
[CUSTOMER][NEUTRAL] Uh, yeah.
[AGENT][NEUTRAL] OK, cause I thought.
[AGENT][NEUTRAL] You had an agent account but I'm not seeing.
[CUSTOMER][NEUTRAL] I have the user name that um was mine.
[CUSTOMER][POSITIVE] That works.
[AGENT][NEUTRAL] OK, so you're logging in under the agency account then correct plus?
[CUSTOMER][NEUTRAL] Um, I think it's mine. I, I believe it's mine, but um,
[CUSTOMER][NEUTRAL] Yeah, it's, it has like the initials. I remember seeing, seeing my name on top.
[CUSTOMER][NEUTRAL] But um I I'm give you the user name that I was using.
[AGENT][NEGATIVE] Well, you can't, you can no longer use the same username you're gonna have to create a whole new account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, um, so you'll have to go in to create your OSC account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do I have to put my social in there or?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And as it.
[CUSTOMER][NEUTRAL] Is the zip for the company or is it for my actual address?
[AGENT][POSITIVE] Um, good question.
[AGENT][NEUTRAL] Let's try your personal.
[CUSTOMER][NEUTRAL] Yeah I'm
[CUSTOMER][NEUTRAL] Personal? OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right. Um.
[CUSTOMER][NEUTRAL] Says here no user was found with the information that was entered. Please try again. I did the agent and broker do I the agency only.
[AGENT][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Yeah, I can get the tax ID.
[AGENT][NEUTRAL] And lo, what tax ID are you entering? What tax ID are you entering?
[CUSTOMER][NEUTRAL] Hm?
[CUSTOMER][NEUTRAL] Um, right now I'm looking for the.
[CUSTOMER][NEUTRAL] Um, tax ID.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, I can find it.
[CUSTOMER][NEUTRAL] Should be this [PII] it's [PII].
[CUSTOMER][NEGATIVE] And this one says, well, this is gonna be horrible. There's an agency it's around the [PII], so.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the agency name again? I'm sorry.
[CUSTOMER][NEUTRAL] Aker sure.
[CUSTOMER][NEUTRAL] Uh, we have Akerser um Southeast Partners Insurance Services LLC.
[AGENT][POSITIVE] Oh, we've got all kinds of a sure.
[CUSTOMER][NEUTRAL] Yes, that's why we have like Southeast, Southwest, we have a bunch of.
[CUSTOMER][NEUTRAL] Let me see, at least.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Yes, it keeps on telling me to call the number.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, I'm trying to filter through all of the acresures.
[AGENT][NEUTRAL] To see which one we need to use.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm assuming uh all of if this just changed for everybody where you oh that means yeah you.
[AGENT][NEUTRAL] It did.
[AGENT][NEUTRAL] It, it changed for everybody.
[CUSTOMER][NEUTRAL] That means a lot of phone calls from Mac insurances coming here.
[AGENT][NEUTRAL] Well, a lot of phone calls, period, because everybody kinda got
[CUSTOMER][NEUTRAL] In this case,
[CUSTOMER][NEUTRAL] Yeah, very.
[AGENT][NEGATIVE] It threw everybody off.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I mean, and there was no email that we received that all this is a change.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] They just roll out this over the weekend I'm I'm guessing.
[AGENT][NEUTRAL] It did.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I just used it on on Friday. I was like, OK, then when I I'll do a change.
[CUSTOMER][NEUTRAL] Yeah, it's not letting me so.
[CUSTOMER][NEGATIVE] I tried to do to create and it kept on telling me to call number.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I even put the address from the [PII] office that's Southeast one.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] From A Southeast.
[CUSTOMER][NEUTRAL] Do you need um let me see this probably could help the uh uh FEIN.
[CUSTOMER][NEUTRAL] That help?
[AGENT][NEUTRAL] Well, the FEIN is gonna be the tax ID, but yeah, if you've got that, go ahead and give it to me, boss.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Yep, that is not one that's coming up.
[CUSTOMER][NEUTRAL] Oh, OK, um.
[AGENT][NEUTRAL] So I have a feeling they used the primary tax ID for the location of [PII].
[CUSTOMER][NEUTRAL] Uh, I mean, when we, we put the Southeast, it shows, um, the [PII] in [PII], um.
[CUSTOMER][NEUTRAL] And I know the prior access I had was not Aorer. It was the Behringer group because Akorer was bought they bought Behringer group, so we always had the access from the Behringer group that, you know, merged together because the only clients we had was from that, um.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] So now I'm guessing that'll be this, this change.
[CUSTOMER][NEUTRAL] I I don't know to how to proceed on this to the appointment and.
[CUSTOMER][NEUTRAL] So how um.
[AGENT][NEUTRAL] OK, let's
[CUSTOMER][POSITIVE] Because if let's say we do through Agrasure you you're gonna give me access to every single group in Agrahire I'm, I'm guessing.
[AGENT][NEUTRAL] Yeah, let's see, um.
[CUSTOMER][NEUTRAL] We only have from our surgeon. It was like a few groups.
[AGENT][NEUTRAL] So you always logged into the um agency account for Behringer?
[CUSTOMER][NEUTRAL] I think it was mine. I, I remember recalling my name on it.
[AGENT][NEUTRAL] OK, let me see what I can.
[CUSTOMER][NEUTRAL] Because we got our own individual accesses that I remember.
[AGENT][NEUTRAL] Right, so you, you were added as a user under under that account. Let me look and see what I'm going into the old old stuff to see what I can find here.
[CUSTOMER][NEUTRAL] And I mean if you wanna check out uh um Anna Ein also and and in any accounts from them I can have them on the phone if you need them on the phone, um, but I got they're they're the main people from the um.
[CUSTOMER][NEUTRAL] From the Beringer
[AGENT][NEUTRAL] Yeah, I don't, there was only one.
[CUSTOMER][NEUTRAL] So probably when they gave me access it through them.
[AGENT][NEUTRAL] No, there was only one access for Behringer Group.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] There was one primary login.
[CUSTOMER][NEUTRAL] And was that B
[CUSTOMER][NEUTRAL] And was there a username? I mean, is, is 3 B's embedding in? It's pretty much like 2 B's and then embedding it. No, huh.
[AGENT][NEUTRAL] Uh uh.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] That's the one I've been as well.
[AGENT][NEUTRAL] Nope, this is on the agency account but let me go into.
[AGENT][NEUTRAL] Which one would be the best, [PII] or [PII]?
[CUSTOMER][NEUTRAL] [PII], yeah, [PII].
[AGENT][NEUTRAL] 3rd or 4th?
[CUSTOMER][NEUTRAL] Uh, either they're both in the agency.
[AGENT][NEUTRAL] OK
[CUSTOMER][POSITIVE] I think the 3rd is gonna be best in that case.
[AGENT][NEUTRAL] You said the 4th would be the best?
[CUSTOMER][NEUTRAL] No, 3rd, 3rd.
[AGENT][NEUTRAL] Sir.
[CUSTOMER][NEUTRAL] Yeah, he's mostly everything is through his um.
[CUSTOMER][NEUTRAL] His name.
[CUSTOMER][NEUTRAL] Most of the groups.
[AGENT][NEUTRAL] OK, let me try this and see what we had.
[AGENT][NEUTRAL] OK, here's here's where I see the BB.
[CUSTOMER][NEUTRAL] Actually I mhm.
[AGENT][NEUTRAL] So you had access to his agent account, not the agency account.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So he really needs to be the one setting this up because it's all based on his email.
[CUSTOMER][NEUTRAL] OK. I do I get him on the phone and.
[AGENT][NEUTRAL] And his information.
[CUSTOMER][NEUTRAL] that will help if I get him on the phone and then he.
[AGENT][NEUTRAL] Mm, I can't set it up for you. Um, he, he really needs to be the one setting it up.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Um, because he's gonna have to put in his personal information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you can be added as a user later on.
[CUSTOMER][NEUTRAL] Su
[AGENT][NEUTRAL] After he gets it set up.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, and then you said the Acura Southeast is not coming out at all in this case.
[AGENT][NEUTRAL] Well, so the access you had was to his agent.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, and so [PII] really plays no role in, in this part of it. Um, so he just needs to go in, set himself up as an agent.
[AGENT][NEUTRAL] And then he should be able to give you access from there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I know in the future I mean in in a way we have to have all access to every group from Akers or Southeast but I'll, I'll talk to the wholesale about it and then um if he needs help he could call his number correct just in case he needs help to set it up.
[AGENT][POSITIVE] Absolutely, yep, yep.
[CUSTOMER][POSITIVE] Alright perfect perfect alright thank you very much, mhm.
[AGENT][POSITIVE] And plus actually, no problem. Let me email you the instructions.
[CUSTOMER][POSITIVE] Perfect, that'll be perfect.
[AGENT][NEUTRAL] What is your email address, plus?
[CUSTOMER][NEUTRAL] Uh, [PII] sorry, [PII].
[AGENT][NEUTRAL] The [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I'm sending you um the OSC instructions. Now these say for an individual but in it's interchangeable so he can set this up, you know, go in as the agents instead of the insured. So just follow the instructions, just select agent rather than insured, OK?
[CUSTOMER][POSITIVE] OK perfect thank you very much.
[AGENT][NEUTRAL] All right. Uh-huh.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Have a good day bye.
[AGENT][NEUTRAL] You too, bye.