AccountId: 011433970860
ContactId: 65f635e8-56a9-4e2c-84a2-194ce11c5566
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 477940 ms
Total Talk Time (AGENT): 263613 ms
Total Talk Time (CUSTOMER): 203773 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/65f635e8-56a9-4e2c-84a2-194ce11c5566_20250109T18:04_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, how you doing? My name's [PII] with uh Exponent HR Solutions. How are you today?
[AGENT][POSITIVE] I'm good [PII]. How can I help today?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Get access for myself set up. I'm the newest agent with exponent HR solutions and we've got a couple clients with you guys, um.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII] is no longer the lead agent for some of these groups. I need to be switched on and appointed and processed as soon as I can because I've got a couple of these groups that I've got to do some auditing to see if everything is gone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're currently not the AOR for these groups, is that correct?
[CUSTOMER][NEUTRAL] I, I don't believe so. Uh, I was getting some assistance from our back office, but there's been some restructuring, so I don't even know, and, um, I, I believe I have a log in, but let me, let me double check that I have a whole list of my logins, but I don't know how active they are because sometimes I'm sure you're aware sometimes you, uh, you log into something and it and it says you don't have access to any groups so it's just kind of useless.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] So what do you have like a group number like just by chance that I can that I can look up and make sure?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][POSITIVE] Absolutely.
[CUSTOMER][POSITIVE] Absolutely, absolutely. Uh, let me get
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, because the first one is the biggest issue was, uh, uh, new hire that was supposed to get on [PII] so let's go with him and then I can just audit the rest.
[AGENT][NEUTRAL] OK, what's
[CUSTOMER][NEUTRAL] Um, one second, let me get the Met gap link. 26426 should be for KGO Consulting LLC.
[AGENT][NEUTRAL] Sure, OK, I do still see [PII] is the agent of records so um if we need to get that changed, what, and you said [PII] is no longer with the agency or is she no longer servicing the groups or?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She's not the lead
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's no longer the lead agent. I'm the lead agent for the group, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so if we need to change the AOR, um, what we need is a um a letter or an email from whoever is the.
[AGENT][NEUTRAL] Um, principal at your agency principal agent or owner of your agency, um, letting us know that we need to change our records from [PII] to you.
[AGENT][NEUTRAL] So that's the first thing that we need um and then we can uh we can also start the appointment process with you if you're not already appointed with APL because that you'll have to become appointed to be able to take uh AOR on the groups that were [PII]'s.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] And so, um,
[CUSTOMER][NEUTRAL] Alright, let me check and see. I do have a log in now that I look at it. I do have a log in, so I believe I may be quote unquote appointed, but I don't, I'm not the AOR. Yeah, it says you don't, your account does not have permissions. Please contact your system administrator, have permissions granted or assigned.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, what that means is at some time [PII] has given you permission to see the groups under her what we call online service underline service center so.
[CUSTOMER][NEUTRAL] Ah
[AGENT][NEUTRAL] Um, you have access to the groups, but you probably don't have permissions, you know, that would allow you to, um.
[AGENT][NEUTRAL] Add people or you know term people or you know see commissions um so let me um let me look at her account.
[AGENT][NEUTRAL] Here, let me
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, is your username [PII] and [PII] is it I'm a [PII] [PII] sorry I didn't wanna butcher that um.
[CUSTOMER][NEUTRAL] [PII], yeah.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] Yeah, I see that you do have um access to her groups um online um that doesn't mean that you're appointed with us or that you, you can take AOR on the group, but let me see if you're already just appointed by chance.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Would OK, would I be able to at least view so I can do an audit that way if I have to submit things while I'm going through the appointment process and getting all of this taken care of, I can submit things to you or to [PII] just so that I can see, even if I can't change anything, what's going on and confirm you know like OK this person's missing. I need to send it to [PII] because I know I've been working with her on a couple of things, um, or somebody else to process in the meantime.
[AGENT][NEGATIVE] No, you're not.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] You should already be able to, let me see what type of access you have.
[CUSTOMER][NEUTRAL] Yeah, just when I log in on my own with that J Jam on log in, it says, uh, yeah, it says you do not have permissions. Your account does not have permissions, so it's kind of weird.
[AGENT][NEUTRAL] Oh.
[AGENT][NEGATIVE] Hm yeah oh sure enough you don't have permissions. What
[AGENT][NEUTRAL] That's not good, but I can go ahead and give you what the level one commission is and that would, uh, it allows the user limited access. It's you could see production, um, agents and groups, so that should give you, I'm gonna give you that right now. I don't need permission from um.
[AGENT][NEUTRAL] From [PII] to do that for you because that's just a level one and you already have a username and password and all of that set up so um I have given you that access so you should be able.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So let me go ahead and log out and then log back in.
[AGENT][NEUTRAL] Yeah, and you should be able to see.
[CUSTOMER][NEUTRAL] OK, so I'm looking at different things. It's showing me recent activity and I see affinity Solutions Chips Unlimited GCI AG accounting and all of these are, are, are active. That's good. So everything is listed as active, um.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Excellent.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah and all of those little plus signs you can drill down into those groups so like if you hit that plus sign next to the group name it will drop down and give you like all of the insureds and so you can see a list of the insureds and then there should be like tabs across the top like for billing and um add an employee termination do you see all of that?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, I do.
[AGENT][NEUTRAL] OK, well now you have access.
[AGENT][NEUTRAL] So, um, but I will work with [PII] on getting you the appointment paperwork that you need to fill out and um,
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] I'm sure she probably sent it, but the 4th quarter, I was busy so much with, with the like the major medical stuff and then just filling out her information. I'm sure she did. I don't wanna throw her under the bus cause I'm sure she did, but I just had so many things pile on top with [PII] kind of like easing off into other areas and then I'm kind of taking over and I'm like, OK, I'm scrambling here, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Not a problem. What I can do is just if she already sent it to you, I can have her resend it to you so that it's in the top of your email instead of the bottom.
[CUSTOMER][MIXED] Perfect, perfect, yeah, because trying to find it was gonna be a disaster so.
[AGENT][POSITIVE] Yeah, not a problem. I'll, I'll talk with her now and we'll get that started, but this should be the first step you can have uh level one access to do uh the things that you need to do.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] Oh, not a problem. If you have any more questions, just give us a call back, OK?
[CUSTOMER][NEUTRAL] Will do.
[AGENT][POSITIVE] Thanks, [PII]. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye-bye.