AccountId: 011433970860
ContactId: 60d30411-2681-4c7e-9485-c79057dca5fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1243410 ms
Total Talk Time (AGENT): 459299 ms
Total Talk Time (CUSTOMER): 374886 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/60d30411-2681-4c7e-9485-c79057dca5fd_20250602T16:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], uh, it's [PII] with, uh, Ruiz Benefits Group. How are you today?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][NEUTRAL] I'm well thank you I'm trying to look at my commission statement but I guess you guys changed the portal.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] Uh, and it's not, it's, it's not letting me log in even though I'm trying to set up new credentials.
[AGENT][NEUTRAL] OK, um, are you doing it with your email on um.
[AGENT][NEUTRAL] The agent
[AGENT][NEUTRAL] For agency?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, and it's not working? OK, um, would you mind sending us a screenshot of that so that way we can resolve that issue?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, yes, well, it, it basically just says error no user was found with the information that was entered, and then to please contact you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Um, let me make sure.
[AGENT][NEUTRAL] And so are you currently setting up the agency or just your personal one?
[CUSTOMER][NEUTRAL] Uh, so in the old days or in the old platform.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, it was I had a username for.
[CUSTOMER][NEUTRAL] The agency which I guess was to look at commissions and then I had another one which was to, I guess, uh, you know, look at the groups and manage ID cards and all that stuff.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, but the one I'm trying to do now is to look at my commission statement, so I'm, I'm setting it up as agency.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Should I be looking at the agent or?
[AGENT][NEUTRAL] No, if you are trying to look at your commission statement, I would recommend setting up the agency. um, it's gonna be the same as the previous one where you had to um look at the agency information. Um, let me look at that information and just make sure that you are um entering it incorrectly.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so what is the email that you're using to create a login?
[CUSTOMER][NEUTRAL] Yes, it's my first name which is uh [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then at
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The name of my agency which is uh [PII], R U I Z.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, perfect. Um, and then what are the other information that it's asking you like the address possibly?
[CUSTOMER][NEUTRAL] No, it takes me to, so when I click click on agency, I press next, then I put the tax ID.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. And what do you have as the tax ID number?
[CUSTOMER][NEUTRAL] It is it.
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, that's what I have as well.
[CUSTOMER][NEUTRAL] Mhm. And then my email which I'm putting it.
[AGENT][NEUTRAL] Yes, yeah.
[CUSTOMER][NEUTRAL] [PII] and then my zip code, which is my office is the code [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] Oh wait a minute, wait a minute, hold on, hold on, hold on, hold on. It was my error. I see, because my office.
[AGENT][NEUTRAL] And is it
[CUSTOMER][NEUTRAL] My office is about 15 minutes away from my house, so the zip codes are very similar. It's uh my home is [PII] and my office is [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, do do you type in that new zip code?
[CUSTOMER][NEUTRAL] Uh, so,
[CUSTOMER][NEUTRAL] Yeah, so now it's taking me to the next step, which is they I guess they're gonna send me a verification code.
[AGENT][NEUTRAL] Yes, and you should receive a verification code.
[CUSTOMER][NEUTRAL] Uh, and I should be fine.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, what about for like the other stuff, like for the admin?
[AGENT][NEUTRAL] Yeah, so if you, once you log on to um the portal, you will be able to add um your admin on there and and then you'd be able to select what kind of um.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] What kind of like view you would like them to see. So 3 is is the top. So um if you want like everyone to be able to see the commission, um, that's the most access and then the first one will just be kind of like the groups that are under you.
[AGENT][NEUTRAL] Um, adding and changing people kind of like the basic level so, um, and it has little descriptions next to it so whenever you set them up you can see um which one you think would be appropriate for the team member.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So let me see here and let me try to do this quick to see if I can do this with you on the phone.
[AGENT][POSITIVE] OK, yeah, absolutely.
[CUSTOMER][NEUTRAL] Oh, display name, what does that mean?
[AGENT][NEUTRAL] Display name.
[CUSTOMER][NEUTRAL] Mhm. My name?
[AGENT][NEUTRAL] Um, yes, I would put your name.
[CUSTOMER][NEUTRAL] And given name is the same thing.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Just my first name and last or first name only?
[AGENT][NEUTRAL] Um, I would do your first and last name.
[CUSTOMER][NEUTRAL] OK. And both and the
[CUSTOMER][NEUTRAL] On both on all three, including the surname.
[AGENT][NEUTRAL] Uh, surname would be your last name, and I guess your given name would be your, uh, first name and then your preferred name is your first name.
[CUSTOMER][NEUTRAL] OK, so I'm just gonna put
[CUSTOMER][NEUTRAL] Your first name, first name, last name, let's see.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, I agree.
[CUSTOMER][NEUTRAL] OK, so go to dashboard.
[CUSTOMER][NEGATIVE] Oh jeez, I have to log in again, uh, let's see here.
[CUSTOMER][NEUTRAL] Another verification code?
[AGENT][NEUTRAL] Huh, I'm, I'm not quite sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I appreciate you staying on the line with me.
[AGENT][POSITIVE] Yeah, absolutely. I, I, it's been honestly all all morning having issues with it, so I completely understand.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, so I'm here now where it says dashboard.
[AGENT][NEUTRAL] OK, and then do you see um it's gonna be under settings.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and then it will have manage users and, and you can, um, it should have your agency details up above and then it's should say manage users and then you can go to add new user.
[AGENT][NEUTRAL] And then you just add their first name, last name, and email, and then it will have um level 1 and level 2. I'm sorry I I misspoke there's only 2.
[CUSTOMER][NEUTRAL] Well, it's only for myself. So, do I have to add myself again?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, you are already added, but if you wanted to add your admin in there, then they would need to, um, that's how you would go about adding them.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So where do I look at commissions?
[AGENT][NEUTRAL] OK, let me.
[AGENT][NEUTRAL] OK, so, um,
[AGENT][NEUTRAL] I am seeing if you just like go to.
[AGENT][NEUTRAL] Did you say um dashboard agents group resource center settings help?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, I just went to agents and I typed in your, um, agency as benefit group, and then I clicked that and then it showed me your commission.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] It shouldn't have it under a graph.
[AGENT][NEUTRAL] Um, and then it says commission by month.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] And then you can do 1 and 2.
[CUSTOMER][NEUTRAL] OK, so the commission period, the, the commission for that is gonna be deposited now is 2 for May, correct?
[AGENT][NEUTRAL] Yes, so how we do it is [PII] is one and then [PII] will be 2.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So the commissions that I'm gonna get deposited today, should I be or this week, should I be clicking on [PII] or [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, [PII] will not be applicable, um, just yet, so it will be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So what, what, what is my commissions that is being deposited for for this week?
[AGENT][NEUTRAL] Um, it looks like 2:49 for the second half.
[CUSTOMER][NEUTRAL] Yeah, that's what I saw. OK.
[CUSTOMER][POSITIVE] All right perfect so I guess we're all set um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see here. Let me just go to agents.
[CUSTOMER][NEUTRAL] Just to check something here.
[CUSTOMER][NEUTRAL] Or groups.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][NEUTRAL] To work on like add ID cards and that stuff, I go to resource center is that where I go to?
[AGENT][NEUTRAL] I'm so sorry, would you mind repeating that?
[CUSTOMER][NEUTRAL] To like download ID cards and all that stuff? Where do I go to?
[AGENT][NEUTRAL] Oh, yeah.
[AGENT][NEUTRAL] Yeah, so if you type in the groups.
[AGENT][NEUTRAL] Um, and then, um, if you type in like I just clicked the first group and then it says download ID cards, um, and then you can download ID cards there.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] But that would be under that would be under oh that would be in their groups, correct?
[AGENT][NEUTRAL] Yes, yes, sir.
[CUSTOMER][NEUTRAL] OK, let me see here.
[CUSTOMER][NEUTRAL] Groups
[CUSTOMER][NEUTRAL] But I don't see any.
[AGENT][NEUTRAL] Um, if you go.
[AGENT][NEUTRAL] If you see, do you see under where it says Homestead Paving Company or or whatever it is, um, like the group name and then it says download ID cards.
[CUSTOMER][NEUTRAL] If I click on group, groups, right?
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] It takes me to your groups and I have active 0, inactive 0, all 0.
[AGENT][NEUTRAL] Oh, so you don't have access to any of your groups.
[CUSTOMER][NEGATIVE] But apparently not.
[AGENT][NEUTRAL] OK, would you mind screenshotting that? Would you mind screenshotting that and and sending that to to me so that way I can pass that along.
[CUSTOMER][NEUTRAL] Uh, and not on, not on this portal.
[CUSTOMER][NEGATIVE] Not on this part.
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] That's what I'm saying. Could it be that I need to register myself as my, as the agent as well to have access to the group because it was the same way with the old system. In the old system I had.
[AGENT][NEUTRAL] Oh, it was OK.
[CUSTOMER][NEUTRAL] In the old system I had two logins, one for commissions and one for groups.
[AGENT][NEUTRAL] Alright, OK, then yes, um, then you would need to set up a new group. The only issue is um.
[AGENT][NEUTRAL] They're working out in the system where if your email is associated to your agency so you can't use the same email for your um like your personal one, your broker account so you'd have to use another email um and so the email since it's not registered with your email right now or your account right now um we would have to set that up for you like um set up your new email address.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So, so what do, what, OK, so are you able to help me with that?
[AGENT][NEUTRAL] Yes, I, um, if you want to send me an email, I can help you with that. I won't be able to um.
[AGENT][POSITIVE] I won't be able to fix your email right now, but I am happy to, if you, if there's like an ID card that you're looking for, I'm happy to assist you with that because I know it it may take a little bit to update your email address to have that fixed.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] So this APL, this old APL.
[CUSTOMER][NEUTRAL] Uh, actually, no, it's, it's um.
[CUSTOMER][NEUTRAL] I guess because I have it saved here on tabs.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Like for quick, for quick access and I, so I guess the APL it's already automatically.
[CUSTOMER][NEUTRAL] Linked to um.
[CUSTOMER][NEUTRAL] Choose a new one.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Alright, so what, uh what is it that you need from me again?
[AGENT][NEUTRAL] Yeah, um, so if you can send an email to [PII] or [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And so for your broker account like your personal one not for um your agency we're gonna need a new email because you're gonna have to have two logins so we have to update your current email so um if you could provide us with a different email than the one you used from your agency, then we can set that up.
[CUSTOMER][NEUTRAL] OK, give me one second. So what, what, uh, can you give me the address again?
[AGENT][NEUTRAL] Yes, absolutely. It's going to be [PII].
[AGENT][NEUTRAL] At
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And the, the subject, what do I put in the subject?
[AGENT][NEUTRAL] Um, I would just say brokerage OSC account or broker OSC account.
[CUSTOMER][NEUTRAL] Broker always, always what?
[AGENT][NEUTRAL] O S and then C as in Charlie.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Account.
[CUSTOMER][NEUTRAL] Alright, so I'm trying to set up.
[CUSTOMER][NEUTRAL] My broker portal.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What did I say? I'm trying to set up my new broker portal for APL. I need to change my email address.
[AGENT][NEUTRAL] Yes, sir, um, and then provide a new email address that's different than the agency one.
[CUSTOMER][NEUTRAL] And when I put my name, [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And what, what, what piece of ID do I put for myself my social?
[AGENT][NEUTRAL] No, um, if you just want to just provide a different email address and then we can take it from there.
[CUSTOMER][NEUTRAL] Do you have my agent number?
[AGENT][NEUTRAL] Um, yes, I do.
[AGENT][NEUTRAL] Um, it is gonna be 89.
[AGENT][NEUTRAL] 71
[AGENT][NEUTRAL] 53 7.
[CUSTOMER][NEUTRAL] OK. And also, uh, I am moving offices next month and I would like to update my my my agency and my address as well, um, which is my, which is my office address. Where, where do I, how do I do that?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] Yeah, if you just wanna send um an email or if you wanna include it in that email um to the same email that the [PII] and just provide us with your new um address we can update that for you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. So what what was the email address again? [PII], Inc. or?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] The Spanish group.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] And the subject I just put my the name of my agency.
[AGENT][NEUTRAL] Yeah, just say address change.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, perfect. Uh, and what do I put my, I just, so do I put my agent number and my agency number or just?
[AGENT][NEUTRAL] No, no, I would just say hey we're moving, can you update the address to the below?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Of course, you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.