AccountId: 011433970860
ContactId: 71b9f8c7-8fbb-494c-b717-f7c9577c1695
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 662429 ms
Total Talk Time (AGENT): 302305 ms
Total Talk Time (CUSTOMER): 156268 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/71b9f8c7-8fbb-494c-b717-f7c9577c1695_20250618T14:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. How are you?
[AGENT][NEUTRAL] I'm I'm well. How are you?
[CUSTOMER][POSITIVE] I'm doing well.
[CUSTOMER][NEUTRAL] Um, I am trying to set up my credentials on the new website as the broker for one of our groups, and I'm plugging in our, I'm mean, I'm on the sign up page and I'm plugging in our tax ID number and my email address, and then when I hit next it says error.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] And it says call you guys.
[AGENT][NEUTRAL] Let me go to your.
[AGENT][POSITIVE] Broker account really fast. Give me just a second.
[CUSTOMER][NEUTRAL] So I.
[CUSTOMER][NEUTRAL] I would say maybe the tax ID may be different due to some recent mergers.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Um, are you out of [PII]? with Sterling Seacrest Partners? OK, um, which tax ID are you using?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] That's me.
[CUSTOMER][NEUTRAL] So the the correct or the most recent tax is [PII].
[AGENT][NEUTRAL] And then what email address are you using?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And then are you doing it under a broker or agent?
[CUSTOMER][NEUTRAL] I did it under the agency. Should I go back and do it under agent?
[AGENT][NEUTRAL] Yeah, so that, yeah, but give me just a second, hold on, I'm gonna switch over to so the information that you provided is for your broker or agent account, but I want to switch over to Sterling Sea Crest Partners and make sure that.
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] Sterling, the.
[AGENT][NEUTRAL] Is this your agency?
[AGENT][NEUTRAL] Or a different agent like so this is your like this is your agency?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm, I'm the I'm, I am one of the, the partners of the agency. I'm the primary producer, um.
[AGENT][POSITIVE] Perfect. OK. OK.
[AGENT][NEUTRAL] OK, so for your agency um account you would use the [PII], but the email address is in [PII].
[CUSTOMER][NEUTRAL] OK, um, so can, can she then re-register on the new site as opposed to myself, or I'm, I'm really doing it because the accounting team actually asked me to, to, um, set up some direct, uh, direct bill folks, so I don't know if we need to.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] So is the is the agency more important right now to set up then for the the information that's needed like commission wise?
[CUSTOMER][NEUTRAL] Um, yeah, I, I think.
[CUSTOMER][POSITIVE] Yeah, that's right, exactly.
[AGENT][NEUTRAL] OK, so who is in [PII]?
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Um, [PII], I need to make sure she's still with us, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, if you hold for one second, I'll make a quick call.
[AGENT][POSITIVE] Yeah, of course, yeah, of course.
[CUSTOMER][POSITIVE] Alright thanks.
[AGENT][NEUTRAL] 9
[CUSTOMER][NEUTRAL] OK, are you still there?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, hang on, alright, um, OK, [PII] is still there and so I'm gonna have them have her go through the process and then we should be good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, yeah, uh, [PII] needs to set up the agency and then you can set up your broker account.
[AGENT][NEUTRAL] With the information that you.
[CUSTOMER][NEUTRAL] OK, I'll go ahead and set up.
[AGENT][POSITIVE] Provided yes.
[CUSTOMER][POSITIVE] I'll set up my broker account and she'll do the other and then we'll be good to go.
[AGENT][NEUTRAL] OK, call me if you get stuck but only use the Ais um options. So for you, you just need your ID or your social security number, your date of birth, and your last name, and then for the agency she's only gonna need the tax ID and the email address, so don't do any of the other fields that are not a.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And does she have to
[AGENT][POSITIVE] You should be OK.
[CUSTOMER][NEUTRAL] OK, um, does, does she need to, and so same for me should I only do asterisk information?
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Yep.
[CUSTOMER][NEGATIVE] OK, I'm on the agent side and it's giving me that same error.
[AGENT][NEUTRAL] OK, so go, so go back to.
[AGENT][NEUTRAL] Go back to the agent let me hold on let me switch back to you so I know exactly what we're putting in.
[AGENT][NEUTRAL] And you're putting in the 45049 0 wait no we're doing social I'm sorry.
[AGENT][NEUTRAL] Hold on let me get to the
[CUSTOMER][NEUTRAL] Yeah, I but there's.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hold on, I'm gonna, I'm gonna.
[AGENT][NEUTRAL] I'm gonna move with you. Give me just a second. Sign in, create new OC account. OK, so your last name.
[CUSTOMER][POSITIVE] OK cool.
[AGENT][NEUTRAL] Email on record and your date of birth. What's your date of birth? I wanna make sure I have it right.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] I'm just gonna try it on my side, hold on, um, I know that we've had issues with um.
[CUSTOMER][POSITIVE] OK thanks.
[AGENT][NEUTRAL] Uh, people needing to clear their cache and their settings on their browser, yeah, I'm able to do it. Um, do you want me to continue setting it up or do you wanna try to clear cache and try one more time? Whatever works for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, if you don't, if you don't mind, let's keep, let's keep going on your end.
[AGENT][NEUTRAL] Yeah, sure, um, you're gonna receive a verification code sent to that email if you could just give it to me once you see it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No fingers crossed that the spam filter doesn't catch it.
[AGENT][NEGATIVE] I shouldn't, hopefully not. It might take just a minute though. Sometimes it comes quick, sometimes it does not.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No problem.
[CUSTOMER][NEUTRAL] There it is. OK, you need the code?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK and then what password would you want to use?
[CUSTOMER][NEUTRAL] Um, [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK, one more time it's gonna send you a verification code um and then it'll, I'm gonna get in and just make sure that all your stuff looks good every time you log in now just for secure purposes we do, you do have to have that verification code um so just be prepared for that um and that goes for the agency as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, whenever you
[CUSTOMER][POSITIVE] All right, no problem there.
[AGENT][NEUTRAL] I don't know if anybody else that is in your office or that works with you needs access but once you get into this you can log in and add users um if you want to and give them a level of what they can and cannot see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you should see all your groups.
[CUSTOMER][NEUTRAL] Do you need this other access code?
[AGENT][NEUTRAL] Yes, if you have it.
[CUSTOMER][NEUTRAL] I do it's 248.
[CUSTOMER][NEUTRAL] 176.
[AGENT][NEUTRAL] OK, so I am in your dashboard it's taking just a minute to load. I just wanna make sure everything looks good before I log out of it and then um of course it's just your email to log in and then the password that you provided.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Maybe it's thinking.
[AGENT][NEUTRAL] OK, there we go so you have one active group, is that correct?
[CUSTOMER][POSITIVE] That's correct, yes.
[AGENT][NEUTRAL] uh mana Inc of yep, so.
[AGENT][NEUTRAL] If you get in here and kind of mess around you can see your groups you can see what products that they have, you can look at um invoicing and your employees you can also download download ID cards you can add new employees you can change and term them um you can file claims on behalf of your employees or of your insured, excuse me, um, and then you'd be able to track their claims process, but other than that it looks good so I'm gonna log out and I'm gonna leave it to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You have any questions call me back uh yeah of course yeah and then clear if for whatever reason you get on there and you cannot sign in clear your cache or your cookies and your cache in your browser underneath settings and then it should be you should be able to to log in but yeah you're good to go.
[CUSTOMER][POSITIVE] All right I appreciate it, [PII] have a good one.
[CUSTOMER][POSITIVE] Sounds good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right sounds good.
[AGENT][POSITIVE] All right well I hope you enjoy your day thanks for calling, of course.
[CUSTOMER][POSITIVE] Appreciate it.
[CUSTOMER][POSITIVE] Alright thank you alright bye.
[AGENT][NEUTRAL] Uh-huh. Bye.