AccountId: 011433970860
ContactId: 3c5074cb-41c9-4d45-ad4e-1cdf30ce7b87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 901469 ms
Total Talk Time (AGENT): 197858 ms
Total Talk Time (CUSTOMER): 461510 ms
Interruptions: 4
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/3c5074cb-41c9-4d45-ad4e-1cdf30ce7b87_20250604T19:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey [PII], I didn't expect you to answer, but I'm glad you did. Um, I just got your email with the change of address for um [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And um with um I wanted to make sure that I'm doing it correctly this time so I won't have the same issue I had yesterday where I signed up under my name.
[CUSTOMER][NEUTRAL] And usually I log in and I'm able to see all of all the accounts but I don't know if you remember our conversation yesterday but oh you do OK that helps um so how do I go about when I click on AM public it brings me straight to your page, but then it brings me straight to my login information. So how do I go about? Uh-huh.
[AGENT][NEUTRAL] Yeah, yes, yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] So you
[AGENT][NEUTRAL] You need to log out of your login.
[AGENT][NEUTRAL] Um, and then go back to the login page.
[CUSTOMER][NEUTRAL] Hold on a second.
[CUSTOMER][NEUTRAL] I wanna do that with you on the phone if you don't mind.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] Sign in and it makes it lets me sign in right away so I gotta figure how to log out of this.
[CUSTOMER][NEUTRAL] Usually I have to put in my password and my login. Now it just brings me straight to it.
[AGENT][POSITIVE] Wow, wow, that's nice. If you go to [PII], yeah, if you go to [PII], that might help you um not have that.
[CUSTOMER][POSITIVE] Yeah, that's really nice.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then um there's
[CUSTOMER][NEUTRAL] Instead of to do it.
[CUSTOMER][NEUTRAL] OK, some [PII].
[AGENT][NEUTRAL] Yes, and then do you see on the right hand side where it says sign in to say claims and forms, claim status and sign in perfect click that and then um it just say welcome to the online service center and you're gonna say create your OSC account.
[CUSTOMER][NEUTRAL] I'm on that screen.
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then you're gonna sign up as you're gonna sign up as an agency for [PII].
[CUSTOMER][NEUTRAL] OK. I'm there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEGATIVE] OK, when I click on it, nothing. When I click on it, nothing's happening.
[AGENT][NEUTRAL] When you click on um the agency.
[CUSTOMER][NEUTRAL] OK, I scroll down. I scrolled down. So that's for tax ID.
[AGENT][NEUTRAL] Yes, and then tax ID and then that new email that we just updated.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And then hit next.
[CUSTOMER][NEUTRAL] Hold on one second, I wanna make sure I remember [PII] Was [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I don't know what just happened, but.
[CUSTOMER][NEUTRAL] OK, Mellow water.
[CUSTOMER][NEUTRAL] OK. City is [PII].
[CUSTOMER][NEUTRAL] No, the zip code I'm putting, am I, uh-huh.
[AGENT][NEUTRAL] Pardon me?
[AGENT][NEGATIVE] Oh, you don't even need to put the zip code. It says just like the the tax ID and the email are the only things that you need to put in.
[CUSTOMER][NEUTRAL] OK, so next, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] OK, so put her, put a new email, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Was [PII].
[CUSTOMER][NEUTRAL] OK, and create a password.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'll create a password.
[CUSTOMER][NEUTRAL] Did they say new number for me? My mom? No. All right, so let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So when they ask for the name and the first name and the last name, just put mine, right?
[AGENT][NEUTRAL] No, I would put [PII] or, or the um the agency name.
[CUSTOMER][NEUTRAL] OK, so the first screen says password, 2nd password, the 3rd is what?
[AGENT][NEUTRAL] Um, I
[CUSTOMER][NEUTRAL] Displaying.
[AGENT][NEUTRAL] What display name, so that would be like um what was it McKinley Financial I believe it was.
[CUSTOMER][NEUTRAL] Do I need to
[AGENT][NEUTRAL] McKinley Financial.
[CUSTOMER][NEUTRAL] Or should I put McKinley Financial, yes.
[AGENT][NEUTRAL] Yes, or you could or you could do um [PII].
[CUSTOMER][NEUTRAL] OK, and then the next line, give a name.
[AGENT][NEUTRAL] I would say the same thing. It, it would typically be like [PII], um, as the
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] The first name and then the surname, yeah.
[CUSTOMER][NEUTRAL] Last name.
[CUSTOMER][NEUTRAL] This is different. OK. Continue.
[AGENT][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Email claim not verified email address.
[CUSTOMER][NEUTRAL] not verified email address. Why is it saying clean?
[AGENT][NEUTRAL] So what, what, um, let me see.
[CUSTOMER][NEUTRAL] Oh, so it says send verification code.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So, send the verification code to her email or can I give you her phone number?
[AGENT][POSITIVE] Yes, it will.
[AGENT][NEUTRAL] No, it will go to her email that she has signed up.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] How much time we got for that?
[AGENT][NEUTRAL] It will take like a minute.
[CUSTOMER][NEUTRAL] No, for her. How much time would I'm gonna send her a text right now to check her um code and check her email and let me know. I don't know where she is right now.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's why I say how much window they ask for, how much window time we have to put in that verification. You don't know.
[CUSTOMER][NEUTRAL] Let me see here. [PII].
[CUSTOMER][NEUTRAL] I'm asking that to.
[CUSTOMER][NEUTRAL] For, for a verification.
[CUSTOMER][NEUTRAL] Password.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] Can I say please.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah, I never know where she is.
[CUSTOMER][POSITIVE] At any given time, but wherever she is, if I ask her to call me, she calls me right away.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, let's see if she checks it if she can. She's usually good at responding to my texts.
[CUSTOMER][POSITIVE] Verification I just sent these copies to the input box, man, that's such a big help because I go online to do most of the stuff with APL or pull ID cards or anything I need to, so.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I gotta have access to that.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So when I get that, what would be the next step?
[AGENT][NEUTRAL] Can you log in?
[AGENT][NEUTRAL] It will send an additional verification code so just maybe stay on the phone with her whenever she does do that and then you will be able to log in and you'll be able to see um the commissions and then you, you should be able to see the groups as well.
[CUSTOMER][NEUTRAL] Yeah, I don't really need to see the commissions, but if it, if it's there, no big deal, um, so she'll have to give me two verification codes you're saying, OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, she just text me at 0.
[CUSTOMER][NEUTRAL] Get to
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Verify
[CUSTOMER][NEGATIVE] it seems not verified.
[CUSTOMER][NEUTRAL] Email address.
[CUSTOMER][NEUTRAL] Something is wrong.
[CUSTOMER][NEGATIVE] If something is not working right.
[AGENT][NEUTRAL] So when you are typing in the tax ID number, what is the tax ID?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, that's correct. And then you put in the new email address.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Yeah, huh.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And then I wonder, I wonder if the verification code.
[CUSTOMER][NEUTRAL] I'm asking her to check the new one.
[AGENT][NEGATIVE] Expired.
[CUSTOMER][NEUTRAL] That quick?
[AGENT][NEUTRAL] I don't know. Sometimes it does. My Amazon one only gives me a minute.
[CUSTOMER][NEUTRAL] Yeah, no, what I
[CUSTOMER][NEUTRAL] I'm wondering if the tax ID is causing an issue.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Because when I registered I put the same tax ID.
[AGENT][NEUTRAL] Oh, let me see then.
[CUSTOMER][NEGATIVE] And I should have called yesterday. Usually this is easy, but I should have called yesterday. I put the wrong information in yesterday.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] 374254
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] The code.
[CUSTOMER][NEUTRAL] Continue
[CUSTOMER][POSITIVE] Look at that. It's working.
[AGENT][POSITIVE] Did it work? Oh good.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yep, I, I agree she sent me a new code.
[AGENT][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] OK, I, oh yeah, hot dog.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I had a friend. Oh gosh, they want the next verification code?
[CUSTOMER][NEUTRAL] 3 different times.
[CUSTOMER][NEUTRAL] Send verification code to her.
[CUSTOMER][NEUTRAL] 277.
[CUSTOMER][NEUTRAL] I had a friend who was from [PII] and everything she would, she would, um, I live in [PII], so everything she would say she'd be in the grocery and she'll be on one end and I'll be on the other end, and she said, [PII], look at this hot dog.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] He used to crack me up. Before I moved to this country, I thought everybody had that [PII] accent.
[AGENT][NEUTRAL] Oh really?
[CUSTOMER][NEUTRAL] And he like, yeah, I didn't know. I didn't know how, you know, I'm from a small island. I didn't know that this country was so big and every, actually every state has a different accent.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, it does.
[CUSTOMER][NEUTRAL] Yeah, yeah, now I can tell. I've been living here way too long, almost 40 years. OK, 226. Yeah.
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] 641-7.
[CUSTOMER][NEUTRAL] Verify code.
[CUSTOMER][NEUTRAL] Casino.
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] Dashboard
[CUSTOMER][POSITIVE] I think I'm getting there.
[CUSTOMER][POSITIVE] Good
[CUSTOMER][NEUTRAL] Why is it showing 0?
[CUSTOMER][NEUTRAL] 0 active.
[CUSTOMER][NEUTRAL] Maybe it'll take a minute to load.
[CUSTOMER][NEUTRAL] Oh shoot.
[CUSTOMER][NEUTRAL] So why is comments, you know, when I registered on me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The email address there is showing me award at the order.
[AGENT][NEUTRAL] It it's showing you as the owner?
[CUSTOMER][NEUTRAL] No, I'm not, yeah, it's showing, but when I registered yesterday, it's showing me as the agent and ramming McKinley Insurance and [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] As the active agent.
[CUSTOMER][NEUTRAL] And it's only showing one account.
[CUSTOMER][NEUTRAL] It's showing the commissions, it's showing agents one groups.
[CUSTOMER][NEUTRAL] Active group 0.
[AGENT][NEUTRAL] OK, and then in yours, what does it say?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mine is showing, well, one is showing one activity.
[AGENT][NEUTRAL] In your, in your login.
[AGENT][NEUTRAL] OK, can you send me a screenshot of that and I can see if I can look into that into that and see what's going on?
[CUSTOMER][NEUTRAL] Oh, OK, so I'll go to the dashboard.
[CUSTOMER][NEUTRAL] Active.
[CUSTOMER][NEUTRAL] OK. All right, so I'll send you a screenshot of the the couple of pages.
[AGENT][NEUTRAL] Yes, and then also screenshot your personal account as well that has 0 groups and we can see if we can get that fixed.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, alright, I'll do that. Give me a couple of minutes. I'll get the screenshots and I'll send it to you.
[AGENT][POSITIVE] OK sounds good thank you so much [PII].
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] All right. You're welcome. Bye-bye. Thank you.
[AGENT][NEUTRAL] All right, bye bye.