AccountId: 011433970860
ContactId: 4400dfd5-99ca-4893-9312-944ecda0a9ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 525719 ms
Total Talk Time (AGENT): 202445 ms
Total Talk Time (CUSTOMER): 151119 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/4400dfd5-99ca-4893-9312-944ecda0a9ea_20250618T17:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. Um, my name is [PII], and I'm calling from a broker's office.
[CUSTOMER][NEUTRAL] Um, one second. I'm calling about, uh,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A member for one of our groups.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You have the group number?
[CUSTOMER][NEUTRAL] Let me see if I can get.
[CUSTOMER][POSITIVE] Yeah, give me one second, I'm trying to get that for you.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, the group number is 26424.
[AGENT][NEUTRAL] OK and then what's going on with this group?
[CUSTOMER][NEUTRAL] I'm just trying to see uh for some reason I'm having trouble logging to the portal as a broker, and I'm trying to get the information for.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] If one of the employees said they didn't get the ID card.
[AGENT][NEUTRAL] OK, so let's back up to the OSC portal. So we did launch a new portal on [PII] and all communication was sent out that all the accounts had to be recreated.
[AGENT][NEUTRAL] So if you are you the acting broker or is.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] No, it's uh the main broker. I'm the account manager, the, uh, that's why I didn't get the email. It was probably sent to him.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and who's the agent of record?
[CUSTOMER][NEUTRAL] His, uh, it's uh Insurance Office of America and the agent is [PII].
[AGENT][NEUTRAL] OK, so he would have to set up a new broker account.
[AGENT][NEUTRAL] And then add you add you as a user. Let me go, I wanna go to his name really quick, [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] So Insurance Office of America, so now hold on, I'm just trying to look on my side for a few things. Insurance Office of America.
[CUSTOMER][POSITIVE] Yeah, no problem.
[AGENT][NEUTRAL] Insurance office.
[AGENT][NEUTRAL] America.
[AGENT][NEUTRAL] OK, so the agency would have to create their agency account.
[AGENT][NEUTRAL] And then um the broker would have to reset up his broker account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and then once, once he does that,
[AGENT][NEUTRAL] Um, he can add you as a user within the account.
[AGENT][NEUTRAL] Are you allowed like are you able to set up his account for him like on behalf of him?
[CUSTOMER][NEUTRAL] Uh, probably I, I have a lot of his info, so I think I can.
[AGENT][NEUTRAL] Yeah, do you wanna try with me really fast?
[CUSTOMER][NEUTRAL] But I wouldn't have a
[CUSTOMER][NEGATIVE] I just wouldn't have, if something is sent to him, like I wouldn't have access to his email that I don't like I wouldn't be able to get that.
[AGENT][NEUTRAL] OK, so is he, he's not available to get the, the verification code?
[CUSTOMER][NEUTRAL] Right now, no, I think he's, he's in a meeting right now.
[AGENT][NEUTRAL] OK, do you want to
[AGENT][NEUTRAL] Do you want to we can get back on once we have him available because the first verification code will be sent to his email and then once we add you as a user within the um within the uh account then it will just be you logging in with your verification code and your email.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So we just need him one time to give us um well I guess twice technically to give us a verification code and then we can set you up.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I, like I said, I probably have to um.
[CUSTOMER][NEUTRAL] Um, you know, wait for him to be available and I can call back when, when he is.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, that's OK, yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah my name is [PII] if you want to request me but then we can anybody in the um on our team can help as well so.
[AGENT][NEUTRAL] Up to you.
[CUSTOMER][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Um, so just call this number back. I don't have to ask for you specifically.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that works.
[AGENT][POSITIVE] OK alright well we'll talk soon OK? and then we'll get that set up for you.
[CUSTOMER][NEUTRAL] Well, can you help me with the with the employee question?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Oh yeah, like as far as um they need an ID card, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] Just give me one second. I'm trying.
[AGENT][POSITIVE] My goodness, bless you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's see
[AGENT][NEUTRAL] I know you gave me a group number. What? 2642426424.
[AGENT][NEUTRAL] 26424.
[AGENT][NEUTRAL] And then um once you receive the, uh, or once you can tell me the name of the person then.
[AGENT][POSITIVE] I'll get the policy number and we can, um, I'll give, I'll send you a temporary ID card.
[CUSTOMER][NEUTRAL] Um, OK, so the name, hold on.
[CUSTOMER][NEUTRAL] The last name is [PII], so [PII].
[AGENT][NEUTRAL] Uh huh and the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Um, right now I have a [PII] and a [PII]. Let me see, maybe he's a dependent.
[CUSTOMER][NEUTRAL] I think it, I think it's [PII].
[AGENT][NEUTRAL] Of one of them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I have a [PII], and an [PII]. I don't see [PII].
[CUSTOMER][NEUTRAL] Yeah, uh, it's, I think it's [PII]. He goes, he goes by [PII], but I think his name is [PII].
[AGENT][NEUTRAL] Oh, I understand, I understand, OK.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Let's see, here we go.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, and what is your
[AGENT][NEUTRAL] Get to an emai[PII] What is your email address?
[CUSTOMER][NEUTRAL] My email is um [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Yeah, he's, his name is [PII], but he goes by [PII], but he doesn't say that.
[AGENT][NEUTRAL] That makes sense, right, he doesn't say that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, I just sent it out to you.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] So I will call back once I'm able to get the agent's help and I'll set that up, set the account up.
[AGENT][POSITIVE] Yeah of course yeah call me back and we can get that set up.
[CUSTOMER][POSITIVE] Thanks for your help.
[AGENT][POSITIVE] Of course I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thanks, bye.