AccountId: 011433970860
ContactId: 4155be52-1b9c-492f-8fd9-6a09c283100f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316040 ms
Total Talk Time (AGENT): 172966 ms
Total Talk Time (CUSTOMER): 119651 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/4155be52-1b9c-492f-8fd9-6a09c283100f_20250610T17:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, just need help getting into my account with this new system.
[AGENT][NEUTRAL] OK, and who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, [PII], let me get your account pulled up just one second.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Are you trying to log in with your broker account?
[CUSTOMER][NEUTRAL] OK, so I got into, I did the agent or broker first.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I use my work email.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Then when I tried to do the agency I guys look at commissions somebody at APL said I had to do agency, but I need a different email. I I only have 11 work email so they said I had the email APL to get my email switched to the other one.
[CUSTOMER][NEGATIVE] And I don't know if it's been done or not because I still can't move forward.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, probably not. Let's see. OK, so I'm under, let's see, I'm under your account with the tax ID starting out or ends in 7000. That's your broker account, correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's my, oh.
[CUSTOMER][NEUTRAL] So I'm a broker account you have is my social security number.
[AGENT][NEUTRAL] Yeah, I have your agent ID and on that one I have [PII] as the email address. Did you use that on the agency account?
[CUSTOMER][NEUTRAL] Yes, so
[CUSTOMER][NEUTRAL] No, I use that under agent or broker.
[AGENT][NEUTRAL] OK, hang on, let me pull up the, let me just pull up the other account too so I can look at it and see.
[AGENT][NEUTRAL] We have going on.
[AGENT][NEUTRAL] So you use that on agent or broker, so, OK, hold on one second, I'm getting another screen up we will.
[AGENT][NEUTRAL] Get that figured out.
[AGENT][NEUTRAL] I was going to come out there we go.
[AGENT][NEUTRAL] Your agency account is the tax ID ending in 6127 correct?
[CUSTOMER][NEUTRAL] 617.
[AGENT][NEUTRAL] Marshall Benefits LL OK.
[CUSTOMER][NEUTRAL] That is correct. OK, so agency is marshall Benefits.
[CUSTOMER][NEUTRAL] Tax ID and then my agent was my
[AGENT][NEUTRAL] So, OK.
[AGENT][NEUTRAL] Yeah, so we've got
[CUSTOMER][NEUTRAL] So everything you said is correct the only.
[AGENT][NEUTRAL] Mhm, mhm. Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, the Jody Mt RB Insurance service is the one I need to move to the agency.
[AGENT][NEUTRAL] So you want us to your chart, OK.
[CUSTOMER][NEUTRAL] Because that's one where I can see my accounts and my commissions, right?
[AGENT][NEUTRAL] Yeah, but I think we might be able to let me let me work with my technical team because um what's an alternate email address that you would want to put on the broker account? I'm gonna see if they can tie these together.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I, I don't, it's just I, the only thing I have is my personal email.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] OK, some people are having to use that on their broker account, so let me, let me get, let me ask my team. OK, OK, sorry.
[CUSTOMER][POSITIVE] All righty. It's, it's.
[CUSTOMER][NEUTRAL] Well, let me give it to you in case that's what we need to do. It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] [PII], what does that, did you say ENT?
[CUSTOMER][NEUTRAL] As emergency medical technician [PII] ENT.
[AGENT][NEUTRAL] Oh, OK. Oh, OK, OK, I got you. I took that class too. [PII], did you say what was the [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, OK, let me get with my team and ask them if we can move the [PII].
[AGENT][NEUTRAL] The RB Insurance. Let me look at one other thing. Hang on just one second. Did you already activate the account with that?
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] That's what I'm gonna go look at. OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] That account is 1835.
[CUSTOMER][NEUTRAL] Under yeah I activated agent or broker with that.
[AGENT][NEUTRAL] OK, I see that has been activated. OK, let me check with my team real quick. What, uh, what number can I reach you at if I need to call you, otherwise I'll just email you, OK.
[CUSTOMER][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Go ahead. Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK. All right, let me send this over to the team. Yeah, mhm, sure.
[CUSTOMER][NEUTRAL] And then while we're at it, can you look up, can you look up groups?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So the group number is um 25755.
[AGENT][NEUTRAL] 2575. OK.
[CUSTOMER][NEUTRAL] Center County.
[CUSTOMER][NEUTRAL] The question is which email of record did we put for that?
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] Uh, that one for the group contact.
[AGENT][NEUTRAL] Or for that insurance.
[CUSTOMER][NEUTRAL] Contact email.
[AGENT][NEUTRAL] OK, so the group.
[CUSTOMER][NEUTRAL] Because I'm trying to help Center County government log log into their group and it says email one record.
[AGENT][POSITIVE] Got you, got you, OK.
[AGENT][NEUTRAL] OK, yeah, so yeah, so [PII] is a contact, so it's uh [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so if they have an HR email.
[AGENT][NEUTRAL] And make it makes.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Can they call in and just get that changed?
[AGENT][NEUTRAL] Yeah, just, yes, yes, yes, yes, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, they can call in and they'll change it for him, yep.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] All right. Was there anything else?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Alright thank you that's all for now.
[AGENT][POSITIVE] You're most welcome. OK, I'll let you know when I find out, OK? Thank you so much.
[CUSTOMER][POSITIVE] Yeah, thank you. Yeah, bye.
[AGENT][POSITIVE] Have a good day, bye bye.