AccountId: 011433970860
ContactId: 54ea2424-3211-4f5b-825f-864d8559feaf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1939689 ms
Total Talk Time (AGENT): 914397 ms
Total Talk Time (CUSTOMER): 773789 ms
Interruptions: 25
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/54ea2424-3211-4f5b-825f-864d8559feaf_20250609T18:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you doing? Um, I am calling, um, because we're having, we, they told us that they were having errors on trying, uh, for the brokers having access. Uh, my boss also I didn't get and myself have been trying to get access and we're haven't been able, I don't know if they're still having the IT team is still working on it, um.
[AGENT][NEUTRAL] Just fine.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] They're working on some things. I can check. What is your name?
[CUSTOMER][NEUTRAL] [PII], but it's uh mostly for wholesale business wholesale has to give me access so.
[AGENT][NEUTRAL] OK, that's OK. Let me pull up the screen. Give me just a second. Which tax do you know which tax ID number you guys are trying to log in, which account?
[CUSTOMER][NEUTRAL] Is it, yeah.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] Um, it, I don't know if he's, it was, it was under his, uh, producer number, I believe, um, let me see.
[AGENT][NEUTRAL] OK, that's OK. I can look that up. Yeah, what's his last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And one, is that what you said?
[AGENT][NEUTRAL] Or [PII], [PII], the [PII] or the [PII].
[CUSTOMER][NEUTRAL] No, uh, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] I got more than one. OK, thank you, thank you, thank you. I was like, oh, a couple of men here. Let me get this up real quick. Let's see.
[CUSTOMER][NEUTRAL] The [PII], [PII] is the sun.
[CUSTOMER][POSITIVE] Yeah, we're all working in the same agency, so I was like I got it.
[AGENT][NEUTRAL] Oh, this is Arier A LLC, is that correct?
[CUSTOMER][POSITIVE] That's correct, yes.
[AGENT][NEUTRAL] OK, so [PII] is the principal over that agency, is that correct? Like he's like the top person there that that owns the agency account, is that correct?
[CUSTOMER][NEUTRAL] For Areer, no, that, that's, um, for the Behringer. I mean, the thing is, uh, we, we used to be a small and then we, uh, they bought, uh, also and we we got partnered with, um, Akreer. So, um, I know that the accounts that we had uh, well, like two weeks ago, um, we had the access and it was under his producer number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. What's the
[CUSTOMER][NEUTRAL] So I'm believing whatever is in his producer number mhm go ahead.
[AGENT][NEUTRAL] What do, what is his producer number?
[AGENT][NEUTRAL] Do you know?
[CUSTOMER][NEUTRAL] Let me get him on the phone. Hold on, so he can help out. Hold on.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This gets complex. Sorry, I just don't wanna mess anything up. I just wanna make sure I have the right account.
[CUSTOMER][NEUTRAL] No, no, I understand. I, I, I'd rather have him on the phone than, you know, he gives you the information and uh I mean there's a possibility you might need him on the phone either way in the end. So, um, might as well just get him ready. Alright, hold on for me.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi, is this [PII]?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] No, how dare you?
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] No
[AGENT][NEGATIVE] OK, sorry, I'm getting all my names messed up. Sorry, yes.
[CUSTOMER][POSITIVE] [PII], we are, we are so glad that [PII] is in [PII] right now.
[AGENT][POSITIVE] OK, well, I'll be some fun.
[AGENT][NEUTRAL] Well anyway, yeah, oh, I know just fine. This is, this is [PII] at APL on the broker resources team trying to help um get this account. So, um, are you, so I saw the agency account has [PII]. Is that your email address? OK, so is that are you guys have you guys tried to set up the agency account?
[CUSTOMER][POSITIVE] Yeah, I do too. I'm I'm only kidding. How are you? Who's who am I speaking with, by the way?
[CUSTOMER][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] That's me.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, I want to set up the agent account.
[AGENT][NEUTRAL] The agent, OK, OK, hold on just one second, let me.
[CUSTOMER][NEGATIVE] So and and I logged in with my I try to create it with my name, my date of birth, my social security and that email and it's it's telling me error.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so there's a trick to it. Let me give it, let me get another screen screen. Mhm, mhm.
[CUSTOMER][NEUTRAL] Right, because, alright, so, so, so that we know I just signed paperwork today. We're now we're no longer the Barringer group or Jane and Barringer and Associates.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We are now Arier and even though we kept our, our we were until last year we were uh the Barringer group doing um I'm sorry Areer doing business as the Behringer Group.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] The the company is getting rid of all the legacy names. Well, not they're they're still gonna own everything, right? But, but they're not going to be using, uh, any of the legacy names so it's all gonna be Akersure.
[AGENT][NEGATIVE] Gotcha.
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] OK, so who's the, uh, who, who owns Acrosure? Like who's the, is that, who's at the top of that because I, I think this is where some of the complexities getting in because I don't know, we're trying to make sure that all the accounts are tied the way they're supposed to be.
[CUSTOMER][NEUTRAL] Um, so I was
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] A Aure like APL.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] is a big company that has many shareholders, including me.
[AGENT][POSITIVE] Great, OK. Yeah.
[CUSTOMER][NEUTRAL] So it is a we are not a publicly traded company.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then I'm gonna
[CUSTOMER][NEUTRAL] And that by saying yes.
[AGENT][NEUTRAL] OK, gotcha, gotcha, gotcha.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] But, but we're, we're big, we're, we're 20,000 employees in 24 countries.
[AGENT][NEUTRAL] That makes sense.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And, and, and it we're, we're big, you know, a $5 billion revenue company, so I.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] I, I would just treat it as a very, very large, you know, multi-state and international agency.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] But we also sell as individuals. We're all individual licensed agents.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and we're the ones that are selling even though the commissions are assigned to Akerser and I'm in [PII].
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Now I can tell you who's the head of employee benefits for Southeast.
[AGENT][NEUTRAL] No, that's OK. I think I found your account. I figure I found, I found the account. Thank goodness, because this, yeah, OK, so a beer one. OK, so I'm looking at your old account to kind of see what you were tied to.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][NEGATIVE] Because I could have kept that going for another half hour.
[AGENT][NEUTRAL] I know, hey, hey, I was taking it all in. Let me tell you, OK, so you got what, so first off, what exactly, OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I've been told like the commissions are tied to the agency accounts and like the groups are tied to the individual brokers so when you normally when you to log in um.
[AGENT][NEUTRAL] What do you, what are you guys trying to do when you log in? So I'm trying to make sure I get to the right account so we can get you what you need. I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] Well, I
[CUSTOMER][POSITIVE] I, I used, I, I used, I used to be able to log in and do the QPG and, and, and do my run my own proposals. You got rid of that and so we, I don't know how [PII] and [PII] from my office have been requesting.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Proposals, but ever since you took away my QPG.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You know, we just broke it, didn't we?
[CUSTOMER][NEUTRAL] And so I was told by
[CUSTOMER][NEUTRAL] Yes, you did so, but, but it's OK we kept we still selling we just and it looks like I'm going to the next uh the next meeting.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, um, but.
[CUSTOMER][NEUTRAL] I think it's in [PII].
[AGENT][NEUTRAL] So can you, can you see your, can you see your groups and your commissions and all that? Are you even having access to any of that?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Right now I don't think we do or do we blastna? No, we, we don't have access uh in at all right now. Uh, it would be it looks like the new website removed the access, and then I spoke to other representatives, they told me that it, it was, um, due to a new change you had to create a new account. You.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, you gotta have two different email addresses right now, so let me look at one other thing on this account just to make sure, hang on just a second. OK, so I have an account.
[AGENT][NEUTRAL] For under the tax ID number [PII].
[AGENT][NEUTRAL] Which that's for Acreer LLC with the A Selvig email address. I'm assuming that's at the top of the agency account or whoever manages that. I don't know who manages that one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I, I don't, I don't think so. I think that's, that's somebody's social.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, well, it's, it's, it's.
[CUSTOMER][NEUTRAL] I think that is another another broker.
[AGENT][NEUTRAL] OK, it's actually, it's it's actually just says Ackershore LLC but it doesn't have anybody's name. It says the list of agents, so I'm like, who is that?
[CUSTOMER][NEUTRAL] So the, the
[CUSTOMER][NEUTRAL] Right, because
[AGENT][NEUTRAL] OK, and then.
[CUSTOMER][POSITIVE] Alright, so I would be one of, I, I am the top producer for AquaSure with APL.
[AGENT][NEUTRAL] OK. OK. And then I've got you with the 265378647.
[AGENT][NEUTRAL] That's your ID. OK, OK, so that account, let me look at this one really quick in our new my new little admin screen that I can see a little bit for.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] OK, so we have your email address on there as the [PII]. So when you go to try and log in, do not fill out every one of those boxes that it tells you on the screen. You just need to fill out the ones that have the red asterisk on it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get to that page. Give me just a second. Let me get to the page so I can see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, let me, let me get, let me get, let me get back to that page too, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Am public.
[CUSTOMER][NEUTRAL] God
[CUSTOMER][NEUTRAL] And then I go to for brokers online service center.
[AGENT][NEUTRAL] You go to go.
[AGENT][NEUTRAL] Yeah, you wanna go to agent. Yeah, when you're on the screen, click the sign in button and click create an OSC account. You create your own OSC account because you're having to start completely over having to do a whole new account.
[CUSTOMER][POSITIVE] OK, great.
[CUSTOMER][NEUTRAL] Alright, so I'm gonna, I'm gonna click as agent or broker.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Agent or broker, and then next.
[CUSTOMER][NEUTRAL] Next.
[AGENT][NEUTRAL] And then you're just gonna put in your last name.
[AGENT][NEUTRAL] That email address that I said that we have in our system and your date of birth.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And I know what next.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Next.
[CUSTOMER][NEGATIVE] It says return error.
[AGENT][NEGATIVE] It says error. What does it give you any kind of error? What's it say? Just is it a 405 area error or anything?
[CUSTOMER][NEGATIVE] It says it says X, a big X error no user was found, yeah, no user was found returned, so.
[AGENT][NEUTRAL] A big X.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, so we'll see on top.
[CUSTOMER][NEUTRAL] Could it be, could it be [PII]?
[AGENT][NEUTRAL] No, we have your, your email it's off your email. So, OK, how did you, yeah, how did you put your last, yes, yes, your last name does have to have the 3. Yes, yep, yep.
[CUSTOMER][POSITIVE] Ah, I did, it worked. It worked. It worked. I put [PII].
[CUSTOMER][POSITIVE] OK. All right, awesome. All right, good. So now.
[AGENT][NEUTRAL] OK, and then you'll get a pin number, you'll get a pin number, you have to request the pin number. Let's see what you can see. I'm curious to see what you can see once you get in.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So I am I put oh that that was my old email address so let me put one new one.
[CUSTOMER][NEUTRAL] [PII] good [PII].
[CUSTOMER][NEUTRAL] And then I'm gonna create a new password.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Does it have to have any.
[AGENT][NEUTRAL] It has to be 8, I think it has to be 88 characters. It's gotta have a capital and one special character.
[CUSTOMER][NEUTRAL] Are there any restrictions for the password?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] We started it all over again.
[AGENT][POSITIVE] Yeah get a girl if we're gonna get a girl logged back in.
[AGENT][NEUTRAL] Get another code. I know.
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] I know, I, I never, I never, I never uh requested send verification code. Let me go, send verification code.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it's
[AGENT][NEUTRAL] It takes a, it takes a 2nd, [PII]. It takes a minute for it to come through, but it'll come through.
[CUSTOMER][NEUTRAL] Inbox
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, something came in. Microsoft, on behalf of American Public Life, there it goes.
[AGENT][POSITIVE] Yeah, yeah, yay, that's a positive.
[CUSTOMER][NEUTRAL] OK, verify code.
[CUSTOMER][POSITIVE] I agree on the terms of use. I don't know what they are, but I agree.
[AGENT][NEUTRAL] Well, hey, you got to, right?
[CUSTOMER][NEUTRAL] It required
[CUSTOMER][NEUTRAL] I require field dismission, please fill out all requirements.
[CUSTOMER][NEUTRAL] I accept your policy, OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Your account has been successfully created. All right, thank you.
[AGENT][POSITIVE] Yay, yes, yeah, so you wanna get in it real quick and see if you can see everything cause some people can see stuff and some people can't. I need to know what you can see.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Go to go to dashboard I'm gonna hit log in.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Oh, that's asking me for a verification code again?
[AGENT][NEUTRAL] Yep, yep, sorry, two-factor authentication.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Because now it's taking you to your dashboard.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I got the code.
[CUSTOMER][NEUTRAL] Verify code continue.
[CUSTOMER][NEUTRAL] OK, welcome to the online center now how do I give.
[AGENT][POSITIVE] Awesome. OK, there should be a settings or managed users on the on the side, on the, on the, I think it's on the left side or on your dashboard somewhere it should say settings or manage users or you go to settings then go to manage users. OK, cool.
[CUSTOMER][NEUTRAL] Access.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I, I got it.
[CUSTOMER][POSITIVE] Got it, it, it comes right on the left hand side, yes.
[AGENT][NEUTRAL] And then you just
[AGENT][NEUTRAL] Mhm, mhm. And then you add whoever you want added in there.
[AGENT][NEUTRAL] And you can give them a level. So who are you trying to add? You're trying to add blocks?
[AGENT][NEUTRAL] I say his name right? Pre said it wrong. OK, give me just a second. Let me see what email address.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You did, you did.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, do do do do do.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is he still on the phone?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What, what's your, what's your agent ID? I'm just wanna look at your.
[AGENT][NEUTRAL] Email that I have on file.
[CUSTOMER][NEUTRAL] Agent ID
[CUSTOMER][NEUTRAL] G110496
[AGENT][NEUTRAL] Is it, uh, so are you just, do you just help under his account? Are you actually selling or are you just?
[CUSTOMER][NEUTRAL] No, no, he's he helps under the account he's uh.
[AGENT][NEUTRAL] OK, OK, OK, hang on, OK, OK, then you can add him with whatever the email you're putting him under your account, so whatever email address you wanna put it, the email address is now the user name, so whatever email address you want to assign to him.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Alright, so I'm gonna add a user.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] First name [PII].
[CUSTOMER][NEUTRAL] Last name [PII].
[CUSTOMER][NEUTRAL] [PII], what's your email? [PII].
[CUSTOMER][NEUTRAL] Uh, what are the, what does the levels mean?
[AGENT][NEUTRAL] So I know they've got different descriptions on there, but level one is very restricted. You can just do adds change, delete things like that. A level 2 gives commission, um, and then level 3 gives commission plus the ability to add other users. So level 3 gives full access, level 2.
[AGENT][NEGATIVE] Gives them commission access and level 1 access they can I don't think they can add new users at level 2 and then level one is just to like if they need to make changes to any of your groups like add an employee, delete somebody, get an ID card, things like that.
[CUSTOMER][NEUTRAL] So one you want one, OK, good. I mean, I mean, I, I need like commissions and uh [PII] does the commissions, so yeah, that's something for [PII] so it doesn't give her the access.
[AGENT][NEUTRAL] Yeah, then he would be alone.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Alright, so what do I do now? Go.
[AGENT][NEUTRAL] What's it say? What options do you still, you select it. Do you already put his name and stuff in there and then select the level that you want? Does it say add or?
[AGENT][NEUTRAL] Save or something.
[CUSTOMER][NEUTRAL] Yeah, you gotta scroll give me the option of adding more and then add users so I'm gonna add I'm gonna.
[AGENT][NEUTRAL] Mhm. Yeah, you can add more. Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Who's inactive? B Blanco, oh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, so [PII] you should have access now.
[CUSTOMER][POSITIVE] Perfect, yeah, I just received it. Thank you for both. Alright. Thank you.
[AGENT][NEUTRAL] So can you on your dashboard can you see your groups? Can you click on the groups and see if your groups show up and if your commission shows up?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, it says total commission 0.
[AGENT][NEUTRAL] Cause if you're uh.
[AGENT][NEGATIVE] OK, that's not good.
[CUSTOMER][NEUTRAL] Total production 532, 32,000. Maybe the commissions go go somewhere else.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] I think, I think they go through maybe Asher first and then come back, so I don't know, I'll double check on that. Can you see your groups that are assigned to you?
[CUSTOMER][NEUTRAL] I, I am looking at, I clicked on groups and I'm seeing.
[CUSTOMER][NEUTRAL] Multiple pages of groups.
[AGENT][POSITIVE] OK, good. OK, good. That's good. OK, great. OK. Well, it sounds like you're in.
[CUSTOMER][NEUTRAL] 2 pages.
[CUSTOMER][NEUTRAL] There should be more though, I think I'm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Well, if you find something.
[CUSTOMER][NEUTRAL] I think I have more than 2 pages.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] That's loaded. They actually loaded more than 2 pages, or do you think some are missing?
[CUSTOMER][NEUTRAL] No, I think a lot are missing, but.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Maybe they're under my son's name or [PII]'s name or.
[AGENT][NEUTRAL] They could be, yeah, they're gonna be tied to whoever the broker that they're affiliated with more than likely um so like if you're at the agency level I think you're supposed to be able to see everything but I'll check on that and see.
[AGENT][NEUTRAL] Um, and let you guys know. Let me get with the team and make sure because I know Azure, there's a lot of people underneath that one, so I need to see how they're, how we're handling that part of it because I don't think your commissions are gonna show up because it must go through a higher ar archy and then come down at the 8 broker level is what it looks like or sounds like anyway so.
[CUSTOMER][NEUTRAL] I, I, I, everything goes to Aquiure. Aquisure pays me, so you don't have to do that, right, so.
[AGENT][NEUTRAL] I don't know.
[AGENT][NEUTRAL] OK, OK, that's what it is. OK, cool. OK, perfect. OK, well, if you find out that you can't do something or can't get to something that you need or whatever, please let us know um screenshots are helpful too if you get into something and you're getting some weird message shoot a screen take a screenshot and send it to us. Mhm mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, the the I have to change, I have to change the mailing address. How do I do that?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mailing address for?
[AGENT][NEUTRAL] For for
[CUSTOMER][NEUTRAL] Yeah they they still have uh the the uh.
[CUSTOMER][NEUTRAL] Office at [PII] and we're no longer there.
[AGENT][NEUTRAL] OK, OK, send an email to [PII] for [PII].
[AGENT][NEGATIVE] [PII]
[AGENT][NEUTRAL] Uh, 80.
[CUSTOMER][NEUTRAL] [PII], can you take that down?
[CUSTOMER][NEUTRAL] Yeah, I know, I, I know which one is the FSLs. I, yeah, I said every second time you mean the care team, yeah.
[AGENT][NEUTRAL] It's APL AP yeah.
[AGENT][NEUTRAL] Yes, well, no, this is to the sales team. That's APL dash FL for Florida [PII] and just tell us that you need to update the address from to whatever the new address is because we'll have to have it in writing that you're that you the address is changed for this account and that's all we'll need.
[CUSTOMER][NEUTRAL] Yeah, we, we closed the, the [PII] office.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, in at the end of March or the beginning of March, so we're using the the the day land office.
[AGENT][NEGATIVE] Gotcha. Oh, OK.
[AGENT][NEUTRAL] OK, OK, you might just put that in your email at the other loca that location's closed and you guys are at this location with the current address and just send that to us and our team will take care of it.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Right and and and copy uh.
[CUSTOMER][NEUTRAL] [PII] over at the national sales agency.
[AGENT][POSITIVE] Yeah, but now NAS, yeah, yeah, good idea, yup.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, quick question, um, I'm trying to access a group right now. I'm clicking the, the group and it says an error comes here there was an error processing your request. One thing I was doing is I went to groups.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What were you trying? Mhm.
[CUSTOMER][NEUTRAL] And then I went and selected, let's say insignia, I click it and then I came out the error message.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm, so it won't let you get into the group?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] What's the group?
[CUSTOMER][POSITIVE] That's the first group I just checked right now. Oh, maybe because I'm maybe because I'm in because I was able to get out of the group.
[AGENT][NEUTRAL] Which does it have a uh-huh.
[AGENT][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] Let me, let me log out plus.
[CUSTOMER][NEUTRAL] And then you could be able to log in probably right, I'm out.
[CUSTOMER][NEUTRAL] That just says go to broker.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well that's not that, but OK, groups and then. Alright, do you guys need me for anything else because I'm in the middle of an email that I need to finish.
[AGENT][NEUTRAL] And for the.
[AGENT][POSITIVE] No, no, I think we're good. If we run into any problems, we'll shoot it, take care of it on our end. Thank you so much though. I appreciate it.
[CUSTOMER][POSITIVE] Uh, thank you, my pleasure. Alright, bye bye.
[AGENT][POSITIVE] Have a good day. Bye bye.
[CUSTOMER][NEUTRAL] Alright, um, yeah, it looks like the, I can't even look at the employees. It's just, it looks like it automatically takes me to wholesale again, um.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Huh.
[CUSTOMER][POSITIVE] Yeah, I'm even checking the other groups and it keeps on.
[AGENT][NEUTRAL] Can, so when you, uh, OK, so when you click into the group, are you able to see the list of employees or anything?
[CUSTOMER][NEUTRAL] Yeah, it'll take me to contact.
[CUSTOMER][NEUTRAL] Now,
[CUSTOMER][NEGATIVE] Nothing at all. I see the groups, yeah, and I click, uh, I, when I went in, there's of course dashboard to production, agents and groups. I clicked the groups, then I saw the groups I was going I mean specific one at the moment and then it comes out the air. There was an error processing your request. If this error persists, please call customer service.
[AGENT][NEGATIVE] You can't see anything.
[AGENT][NEUTRAL] Mm. Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you try another group? Can you try a different group? I'm just curious because we have some people that can get ID cards for some and some they can't get ID cards and can you just select a different group and see if it lets you in that?
[AGENT][NEUTRAL] I just wanna make sure it's not.
[CUSTOMER][NEGATIVE] Mm, I just selected 3 different groups. Yeah, they all keep on coming out the errors.
[AGENT][NEUTRAL] And I won't let you in. OK, um, OK, let's see what, give me one of the group numbers.
[AGENT][NEUTRAL] Do you know the group, does it have the group number on there?
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Route number 27031.
[AGENT][NEUTRAL] Or the name OK 27031. OK, just one second Insignia Securities, let's see.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Securities, yeah.
[AGENT][NEUTRAL] OK, let me just make sure. OK, yeah, you're active.
[AGENT][NEUTRAL] Huh.
[AGENT][NEUTRAL] OK, hold on just one second. Let me go and see what I can see on the back end. I can't see a lot. Let me just look and see what I can see. OK, 88.
[AGENT][NEUTRAL] 862 9.
[AGENT][NEUTRAL] I just wanna see if it has you.
[AGENT][NEUTRAL] OK, yeah, shows you're active.
[AGENT][NEGATIVE] I don't understand. He gave you a level one access and then you can't, OK, um.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Can you do me a favor? Can you take a screenshot of that error like the page that you're on showing that you tried to go into the group and then the fact that it's not loading or it's just is it just a blank page when you click on it or do you just get, do you actually get an error message or anything?
[CUSTOMER][NEUTRAL] The error message is on the right. It takes me straight to the contact that shows [PII] Being again, and then on the right says, uh, the processing was an error. Uh, let me, I logged out. I was trying to see if logging out logging back in.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, log in and log back in just to see, yeah.
[CUSTOMER][POSITIVE] That works.
[AGENT][POSITIVE] Good idea.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] Slowing
[CUSTOMER][NEUTRAL] Nothing changed. It's just the format changed in the in the new website, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Uh, well, yeah, the format changed as far as how you access stuff, yes, that's correct, the formatting's just changed, but it's, it's supposed to function like it did before, so if it doesn't, I've got to figure out what you're not seeing that you've been able to see in the past so I can report that to our IT team and they can figure out what's not linking.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you want me to send it to the FL sales or straight to you?
[AGENT][POSITIVE] Yeah, um, yeah, just, yeah, go ahead and send it to the sales. I'll grab it.
[CUSTOMER][NEUTRAL] OK, so I'm just gonna the screenshot but uh log in issue, I mean not a login issue, um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Uh, unable to access groups once, once logged in and I go to the groups on the dashboard, I can't, I can't download any of the group information because you're, you can see it but you can't get anything, right? You can, can you see the groups you can actually see the groups obviously but you when you click on it.
[CUSTOMER][NEUTRAL] I can see the groups, but yeah.
[AGENT][NEUTRAL] Yeah, you can't do anything we can't get into the group information.
[AGENT][NEUTRAL] But you should be able to with a level one so I don't know why it's not letting you in.
[CUSTOMER][NEUTRAL] Alright, just sending it now.
[CUSTOMER][NEGATIVE] There should be nothing about the Chrome or I mean also was able to see it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, the girls but I don't know if he checked.
[CUSTOMER][NEUTRAL] I'll try with Internet Explorer.
[AGENT][NEUTRAL] Yeah, as long as he added your as long as he added your access, and it actually stuck. I mean, you should have little one, so you should be able to get to.
[AGENT][NEUTRAL] you should be able to get to the groups, see the groups, download ID cards, whatever you need to do.
[CUSTOMER][NEUTRAL] Yeah, I usually just do the operations, meaning any changes, strains, ID cards, you know.
[AGENT][NEUTRAL] Mhm, yeah, they change deletes, yeah, exactly, yeah.
[CUSTOMER][NEUTRAL] Yeah, because I've been lately sending a lot of emails.
[CUSTOMER][NEUTRAL] Extra little work but I could just do it on myself, but I get it. I mean, what can we do? We, we gotta do it, we gotta do it.
[AGENT][NEUTRAL] Right, yeah.
[AGENT][NEGATIVE] Mm, I know, I know. This will be a pain.
[CUSTOMER][POSITIVE] It's I, I like doing everything myself, like I just go boom boom, then I don't have to bother nobody. I just do it myself.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Right, exactly, exactly, I understand.
[AGENT][POSITIVE] And it's gonna be a pain until we get everybody set up and get them, you know, to where they can see everything. Once we get it all resolved, I think it'll be really good once we can get everybody logged in and they can make sure everything's linking like it's supposed to.
[CUSTOMER][NEGATIVE] Yeah, that means that the calls have been must be ridiculous right now, to be honest.
[AGENT][NEUTRAL] Mhm. Ours are too. Yeah. Mhm, we are, yeah.
[CUSTOMER][NEUTRAL] Must be you, you guys must be receiving a lot of calls these of this.
[AGENT][POSITIVE] Yeah, working through all the pain points, which is good because we did some of the stuff we, you know, stuff happens when you go live with a new system that you don't you think you've tested it, but sometimes things go, you know, not the way you planned them to or you don't realize something didn't connect or something so we're just trying to troubleshoot all of that.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] We, but we never received the email that it was gonna be updated like if let's say the email we were just like, alright, boom, something's happening this time, so I can expect.
[AGENT][NEUTRAL] Well, we did, we did send emails out, yeah, we did send emails out, but if people updated their email addresses and didn't notify us, and you probably didn't get notification if you if it's an old email address, but we did, we sent a mass communication out to everybody that we had the email address that we had in our database.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Were you able to get it?
[AGENT][NEUTRAL] Oh hang on sorry I hit refresh. I hadn't came through yet. yep I got it. Perfect. Yes, I do have it. OK, so I'm gonna report this to our team and uh see if we can troubleshoot it. What is a good contact number for you?
[CUSTOMER][POSITIVE] Very right.
[CUSTOMER][NEUTRAL] [PII], the same number this office as our office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, perfect. OK, let me get this over to our IT team and let them know what's going on, and then we'll get back with you. Um, if I get an answer today, great, if not, it may be tomorrow before I get back with you, but I will have this reported because it so that we can get your access, um.
[AGENT][NEUTRAL] To those groups because you should be able to access that and I'm not sure why you can't.
[AGENT][NEUTRAL] Was there anything else that you um needed?
[CUSTOMER][POSITIVE] Perfect thank you.
[CUSTOMER][POSITIVE] Uh, no, that's all, thank you.
[AGENT][POSITIVE] OK perfect have a great day talk to you soon.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye.