AccountId: 011433970860
ContactId: 42d00b5d-5928-4594-8c9e-86a001d03c2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 826359 ms
Total Talk Time (AGENT): 475579 ms
Total Talk Time (CUSTOMER): 328109 ms
Interruptions: 6
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/42d00b5d-5928-4594-8c9e-86a001d03c2f_20250602T20:31_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hold on let me call you back, [PII].
[CUSTOMER][NEUTRAL] Hey [PII] [PII], how are you?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][NEGATIVE] Oh, I don't know girl. I'm still having problems with your new site.
[AGENT][NEUTRAL] Are you? Oh gosh, I just got off the phone with somebody else that's having an issue too. I'm so sorry. Let me, let me get your account up.
[CUSTOMER][NEUTRAL] So how do you, can you find out how you have me registered?
[AGENT][NEUTRAL] Yeah, I'm doing that right now. Give me just a second, let me see how we have you in the system.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We need to verify all your information. Let's see here. OK, we have, we have [PII] the 3rd, so we have your last name. I think I asked you for your last name, so it's [PII] I I I I I I.
[CUSTOMER][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Hold on a second, give me a second. Let me try to, am I registering as an agency or am I resident as an agent broker?
[AGENT][POSITIVE] OK, you're fine. Take your time.
[AGENT][NEUTRAL] Um, let's see, I would, let's see, [PII] J [PII] Benefits, yeah, you're an agency. I think you can go either way. Um, if you wanna do the agency, you can, you'll just put in the tax ID number for the agency and all that. If you wanna do that, that'll give you like top access. You did, OK.
[CUSTOMER][NEUTRAL] We're an agency as well.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And I did that, so 450453559902 what email you have on file for me?
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] It's actually that agency now but anyway, what city?
[AGENT][NEUTRAL] Uh, this is gonna be in [PII], the business address is [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] [PII] we go, yes ma'am.
[AGENT][NEUTRAL] [PII] we go, is that how you say it? OK, um, and [PII] for the zip code.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][POSITIVE] OK, that worked this time OK.
[CUSTOMER][NEUTRAL] Um, alright, so we actually use.
[CUSTOMER][NEUTRAL] Dot agency now not dot [PII] anymore so can I, can I fix that here?
[AGENT][NEUTRAL] Yeah, I can change it. Hang on, so you want it to be Russell RJ Planter Benefits.
[AGENT][NEUTRAL] Is that right? And then
[CUSTOMER][NEUTRAL] Dot agency yes ma'am, not not dot [PII] dot agency, yeah.
[AGENT][NEUTRAL] That agency.
[AGENT][NEUTRAL] Now let me change it.
[CUSTOMER][NEUTRAL] You know we got rid of. I mean, we don't get me wrong, we still get emails from [PII] but we use [PII] for everything now.
[AGENT][NEGATIVE] Gotcha, gotcha.
[AGENT][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] OK, and then me going in.
[AGENT][NEUTRAL] Hang on, let me see, hang on one second.
[AGENT][NEUTRAL] Change
[CUSTOMER][POSITIVE] No, we're good like I said, I'm having fun with us all day deal.
[AGENT][POSITIVE] I'm glad you're home. That's been crazy today.
[CUSTOMER][NEUTRAL] Crazy.
[AGENT][POSITIVE] We're getting there though.
[CUSTOMER][NEUTRAL] Yeah, well, I'm sure it has.
[CUSTOMER][NEUTRAL] Well we're we're we're trying to do a um.
[CUSTOMER][NEUTRAL] It's not let me do it yet verification code.
[AGENT][NEUTRAL] Hang on, yeah, hang on just a second, let me get this updated.
[AGENT][NEUTRAL] I think it went through. Let me make sure I didn't O A D and I.
[CUSTOMER][POSITIVE] OK, no, you're good.
[CUSTOMER][NEUTRAL] I got it it went it did.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] So anyway,
[CUSTOMER][NEUTRAL] We are working on.
[CUSTOMER][NEUTRAL] We're doing recruitment right now.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, I just, I emailed, we, we did, I did a marketing thing last night. I have emailed over 300 agents in this area so far. We're trying to do like a luncheon and trying to get people appointed, yeah, we're trying to build a team up right now.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh my gosh.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] That's awesome.
[CUSTOMER][NEUTRAL] Because I got colonial now I got a guy coming. I got a guy coming in my office every day with colonial. Hey, look, let us, let us move everything over to colonial and blah blah blah. I'm like dude, don't leave me alone. Alright, for for for as display name goes, yeah, it's just like I said, you know.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Mhm. Yeah.
[CUSTOMER][POSITIVE] Uh, this place so we can make it whatever we want.
[AGENT][NEUTRAL] Yeah, I think so, yeah.
[CUSTOMER][NEUTRAL] And given name was gonna be me.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do I need to put the 3rd in here?
[AGENT][NEUTRAL] I don't know if you do or not. Um, I would just do it to be safe.
[CUSTOMER][NEUTRAL] I think so.
[CUSTOMER][NEUTRAL] Yeah, it did.
[CUSTOMER][NEUTRAL] I did.
[CUSTOMER][NEUTRAL] Alright, I know y'all getting bomb boarded with this. OK, so go to dashboard.
[CUSTOMER][NEUTRAL] OK, so now I'm gonna log in.
[CUSTOMER][NEGATIVE] Gotta send a code. I don't like, I don't like the code thing now. I ain't gonna lie to you.
[AGENT][NEUTRAL] I know we don't like it either, trust me on our side every morning when I get here, we have to do all this authentication.
[AGENT][NEUTRAL] Yeah, that's definitely different.
[CUSTOMER][NEUTRAL] Mm mm I think they need to change. Well, are they gonna have like a like a um authentification like on a um an authenticator.
[AGENT][NEUTRAL] Um, no, I think it's just through email right now, so, so, so far it hasn't gone that direction. It's just on the email.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] They they need to because it makes it so much easier. I'm not gonna lie to you.
[AGENT][POSITIVE] It is, it's faster. I need to text on it, yeah. Mhm.
[CUSTOMER][NEUTRAL] Alright, so I'm in
[CUSTOMER][NEUTRAL] OK, so agents, so all my agents should be under me now, right?
[AGENT][NEUTRAL] So yeah, so you should be able to see everything under there and then if you want to give people access under that at a low level, you can.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] OK, yeah, because all I see is [PII] and [PII] benefits. I'm missing people on here. I'm missing Skip. I'm missing [PII]. I'm missing a lot of people.
[AGENT][NEUTRAL] You are?
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] And they're under your agency, you're talking about you can't see their groups or you can't see them on the thing.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] No, I can't see their names.
[AGENT][NEUTRAL] OK, cause they'll, you'll probably have, so for them to have access on the under you, you'll have to add them.
[CUSTOMER][NEUTRAL] What
[AGENT][NEUTRAL] Under the manage users there should be a DC manage users on the I wanna say it's on the left somewhere on there there should be something that says manage users.
[CUSTOMER][NEUTRAL] OK, how do we do
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I see dashboard I see settings.
[AGENT][NEUTRAL] Yes, go to settings.
[CUSTOMER][NEUTRAL] OK manage users OK.
[AGENT][NEUTRAL] Is there, yeah, go there.
[CUSTOMER][NEUTRAL] Add a new user
[AGENT][NEUTRAL] And then you can add
[CUSTOMER][NEUTRAL] Yeah, because I got a bunch of, I mean I got.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because [PII] is one of my girls. I have to get so what is you tell me the levels.
[AGENT][NEUTRAL] OK, Level one is where they can just do like deletes and ads and the things real low level stuff. Level 2 is, hold on, let me remind myself of what level 2. I know I can't remember if commissions attached to that or not, so hang on.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one second, I'm sorry.
[CUSTOMER][NEUTRAL] So level 3 would be me.
[AGENT][POSITIVE] Yeah, level 3 is top, top level. I just can't remember if it should give a description on there, but hang on a second, I can tell you.
[AGENT][NEUTRAL] Reserve the number 11842.
[CUSTOMER][NEUTRAL] So she's not gonna get an email, right?
[AGENT][NEUTRAL] So I think she'll get an email saying that she's been set up. That's usually how or unless they've changed that. Let me see, hang on just a 2nd. 11842 manage users, oops, that's not what I want.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you see one of the things I'm looking like, like my agents.
[CUSTOMER][NEUTRAL] I need to be able to see leases commissions, which I, which I know I can't hear, but I'm not seeing Skip and I'm not and I gotta, we gotta add [PII] should be under me and Skip. Well, [PII] should be under me as well, and I do not see them.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, so level one is just like I said, the basic stuff. It excludes commissions. Level 2 allows users access to the OS, uh, your commissions, your production. They're my agents and my groups, uh, for agents that you designate below, and then level 3 gives you the top level. So those are the three different levels.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, but what I'm saying is like, like, like go under my agents like under my agents, the agencies here.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Mhm, mhm, yeah, let me go pull one of yours up. Let me pull one of your people up.
[CUSTOMER][NEUTRAL] And [PII] here, yeah.
[AGENT][NEUTRAL] OK, what is [PII]'s [PII] that you're talking about?
[CUSTOMER][NEUTRAL] Uh huh yep, I see her, but I should have I should have, um, [PII], which she just got appointed with y'all with us, so she should be under me.
[AGENT][NEUTRAL] OK, let me, let me look into her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then um [PII] I don't know how to spell [PII]'s name.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Got you, got you. You'll have to add them on there because we can't do it. We used to have access to do that for you guys and now we don't.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I know, but, but.
[CUSTOMER][NEUTRAL] But if I'm going to the settings and I'm adding agents.
[AGENT][NEUTRAL] I don't know why. Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] But this is all I'm doing is I, I'm adding a user. I'm not adding agents. I don't there's no place to add an agent at.
[AGENT][NEUTRAL] I got you. You wanna, you want to, so you're, you can't see their stuff is what you're saying under them is what you're saying, correct? Let me, OK, let me.
[CUSTOMER][NEUTRAL] Right, I need to be able exactly like I could see leases. I need to be able to see [PII]'s.
[AGENT][NEUTRAL] Let me pull up this word, OK.
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] And I need to be able to see skips.
[AGENT][NEUTRAL] You can see [PII]'s, but you can't, OK, what's Skip's last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], is that what you said to, OK.
[AGENT][NEUTRAL] Is that [PII], is that who you're talking about? or you said Skip, right?
[AGENT][NEUTRAL] Or that it
[CUSTOMER][NEUTRAL] It was [PII] [PII]
[AGENT][NEUTRAL] OK, OK, and that's what I got. OK.
[AGENT][NEUTRAL] Let's see, [PII]. OK, there's [PII].
[AGENT][NEUTRAL] Yep [PII] and he is OK under.
[AGENT][NEUTRAL] OK, so I think what's gonna happen is
[CUSTOMER][NEUTRAL] And guess what? I don't see any groups.
[AGENT][NEUTRAL] You don't see any groups, none of the groups that are.
[CUSTOMER][NEUTRAL] Um, no groups, no, I have no groups under me, not one.
[AGENT][NEGATIVE] Well, that is weird. I don't understand why that's not going on. OK, um.
[AGENT][NEUTRAL] Hang on, hang on.
[CUSTOMER][NEUTRAL] I wonder if it's under my agents.
[AGENT][NEUTRAL] It is probably under them since they're tied to it. So [PII] is gonna have to register as an agent.
[AGENT][NEUTRAL] With his own email address or skip skip different and then add you on that account that's how I understand it is what it's been told to us like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, so we could, yes, we used to add people for you. We got that taken away from us, but now they're saying each person has to go in and register for their own individual account, and then if they need anybody else needs access to it, they would need to add them.
[AGENT][NEUTRAL] Um, underneath.
[CUSTOMER][NEUTRAL] So, so hold on a second, so.
[AGENT][NEUTRAL] Under manage
[CUSTOMER][NEUTRAL] Well, why am I not seeing any of my groups? I have zero active groups.
[AGENT][NEUTRAL] So that you're at the agency level, right? That's what we did. Maybe we need to set you up under the broker. Hang on a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] This is getting so confusing for everybody. I'm so sorry.
[CUSTOMER][NEUTRAL] Let me go.
[CUSTOMER][NEGATIVE] Yeah, this, this is getting um not ridiculous but it's getting ridicu[PII]. I ain't gonna lie to you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, well, the thing is, is you'll have to have two different addresses. I know for the, hold on just a second, let me.
[CUSTOMER][NEGATIVE] I really wish they would have like get a.
[CUSTOMER][NEGATIVE] And I shouldn't have and I shouldn't have that this should all be because I know when we talked about this last year at the conference that this was gonna be all under one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] So instead of having 15 different email I mean logins now we're gonna, I'm gonna have to have 2 and I don't wanna do that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, exactly. So this, OK, so we got you at the agency level, I think, I think you're just, that's the only one you're gonna have though, so hang on a second.
[CUSTOMER][NEUTRAL] Because right now and I.
[AGENT][NEUTRAL] So that's RJ Blanchard Benefits LLC and that's how we have you. Let me just look at one other thing. Hang on, let me go over here.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Here we go, RJ Blanchard benefit. Let me go under this one and see what this has.
[AGENT][NEUTRAL] OK, let's just try this to see. So you know how you had the other email address the [PII].
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] Let's go.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] We'll do that.
[AGENT][NEUTRAL] Of the other and I think we may have this reversed because we have this email attached to your agency account so you went under the agency and we updated that under your so I think it's backwards now so.
[AGENT][NEGATIVE] Oh my gosh, this is such a mess, sorry.
[CUSTOMER][NEGATIVE] I hope not.
[AGENT][NEUTRAL] OK. OK. Go.
[CUSTOMER][NEUTRAL] So I need to register as a broker now?
[AGENT][NEUTRAL] Go do a broker but use the [PII] address and I'm gonna, I'm gonna have to probably flip it the addresses. OK, OK.
[CUSTOMER][NEUTRAL] That's what I did.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] And what zip code are you using for me as far as?
[AGENT][NEUTRAL] So let's see, OK, this all has that [PII] address on it, just like the other one.
[CUSTOMER][POSITIVE] Very good
[CUSTOMER][NEUTRAL] Alright, and [PII]
[AGENT][NEUTRAL] And this, yeah, we had you as [PII].
[AGENT][NEUTRAL] [PII], yes, [PII]'s face I I I.
[CUSTOMER][NEGATIVE] Can't find me.
[AGENT][NEUTRAL] Because it's on the other account I knew it try, um, you know what, let me call you back because I need to figure out what we need to do to get this one because I think because when I was looking at you earlier I thought we were under your account we ended up going agency and I should have went back to your agency page so you have RJ Blanchard benefits services, which is where I'm at now and it has the.com that you registered as the agency so that address that we updated.
[AGENT][NEUTRAL] With the agency at the end of the agency account so let me get, let me get with [PII] really quick and see if I can get this corrected and what's your number and I will call you back.
[AGENT][NEUTRAL] We need to get this straightened out. I don't want you to have a mask.
[CUSTOMER][NEUTRAL] Alright, that, please, uh, uh, let me give you my [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 303
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me get with [PII] and I'll call you right back, OK.
[AGENT][POSITIVE] So we can get you straightened out. I'm sorry about that. Let me, let me get it all straightened out and I'll give you a call back. All right. OK. Thank you so much for being understanding. OK, talk to you soon.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, it is what it is.
[CUSTOMER][POSITIVE] Alright, no worries.
[CUSTOMER][POSITIVE] Uh, no, you're good.
[AGENT][POSITIVE] Mm, thank you. Bye.
[CUSTOMER][NEUTRAL] Bye bye.