AccountId: 011433970860
ContactId: 8ac36aee-7ea3-4910-90fd-cef51c564d72
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 582950 ms
Total Talk Time (AGENT): 265998 ms
Total Talk Time (CUSTOMER): 153598 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/8ac36aee-7ea3-4910-90fd-cef51c564d72_20250618T16:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII], uh, with the Century Insurance. Um, I just, uh, got off the phone with APL a few minutes ago regarding the new portal and everything, so I, I was able to log in, set up my new password, but when I go in, um, we, uh, like a 1000 life group or maybe it's like.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] 600 700 life group and it's not showing up on my dashboard.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So under groups it's saying 0?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, and you're under the broker view or the agency view?
[CUSTOMER][NEUTRAL] I would be under agency.
[AGENT][NEUTRAL] Um, so it's gonna be under the broker view. What are you, can you tell me what group you're, do you have a group number?
[CUSTOMER][NEUTRAL] It's Celsius.
[CUSTOMER][NEUTRAL] Celsius, I'm not sure. Let me look at the group number. Hold on.
[AGENT][NEUTRAL] That's, that's OK. I can, I can try to see if I can.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] So the Celsius drink to.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 26.
[AGENT][NEUTRAL] 26863.
[CUSTOMER][NEUTRAL] What is, what is it so I can put it in my file 26.
[AGENT][NEUTRAL] It says 26863 and then we have 26946 so let me switch over there and see what the difference is. Oh big beverages contract.
[CUSTOMER][NEUTRAL] So we did that, yeah, yeah, they're just separate but there's still a lot of the benefits, yeah.
[AGENT][POSITIVE] [PII]'s a master.
[AGENT][NEUTRAL] OK, so and you're with Foundation Risk Partners, is that correct?
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, so the groups are gonna be under [PII]'s view under his broker view. I don't know if he's created an account yet, but um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] He did before or it's not gonna log out on this one, right?
[AGENT][POSITIVE] OK, let me hold on let me switch and I can and I can check really fast.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Which my views coded.
[CUSTOMER][NEUTRAL] You log out first alright log out.
[AGENT][NEUTRAL] Foundation risk.
[AGENT][NEUTRAL] Uh, where am I going?
[AGENT][NEUTRAL] New OSC.
[AGENT][NEUTRAL] 12517.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] T
[CUSTOMER][NEUTRAL] Time that yeah.
[AGENT][NEUTRAL] Yeah, I don't see that he has set up an account quite yet um he would need to set up a broker.
[CUSTOMER][NEUTRAL] The on the new one.
[AGENT][NEUTRAL] Right, yeah.
[CUSTOMER][NEUTRAL] No, he did on the other one.
[CUSTOMER][NEUTRAL] Yeah, so hold on, I, I'm setting it up for him because he's not around, um.
[CUSTOMER][NEUTRAL] Because I'm the one that set up his other one too.
[AGENT][NEUTRAL] You set up the other one as well?
[CUSTOMER][NEUTRAL] Yeah, so I have his info, contact info.
[AGENT][NEUTRAL] Well, the only, OK, so the problem is though is that we don't go off user names, we go off of emails and under [PII]'s I think that your um email is connected to him, the [PII]
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is that yours? [PII], excuse me, um, you've already used that for the agency account I'm assuming, is that correct?
[CUSTOMER][NEUTRAL] [PII], yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Did you use that? Oh, you didn't, it was a different one?
[CUSTOMER][NEUTRAL] No, please.
[CUSTOMER][NEUTRAL] Yeah, it was carrier info for for our commission purposes. I don't know that's where.
[AGENT][NEUTRAL] OK, cool. Oh no, no, no, that's good no that's good because we can only have each account set up with um different emails like moving forward since it's a more secure log in yeah so if you wanna create a broker account for [PII] using his just his last name, his um.
[CUSTOMER][NEUTRAL] It was going to um yeah.
[CUSTOMER][NEUTRAL] Yeah, no, I understand that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I think email hold on let me refresh. I need to go back to.
[AGENT][NEUTRAL] Um, and agent or broker next, so his last name, the email on record, which is yours, and then his date of birth, then you would be able to set up exactly how you did the agency account and with like the um email, the new password, getting yourself verified through the verification code, and then you would be able to see all your groups.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah, so it's [PII], his social, my email, and his date of birth.
[AGENT][NEUTRAL] Just
[AGENT][NEUTRAL] Yeah, not the social just do last name, email, and date of birth.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][POSITIVE] They're OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, because we cannot create a new account with this information, reach out to the agent or broker admin to be invited to the account.
[CUSTOMER][NEUTRAL] So I
[CUSTOMER][NEUTRAL] I think I think originally I set it up with his email and then I have his.
[CUSTOMER][NEUTRAL] I mean I can just call him and say hey send me that code so let me see if this works.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] No, it says error no user was found with it.
[AGENT][NEUTRAL] What is this
[AGENT][NEUTRAL] What is his um
[AGENT][NEUTRAL] What is his birthday?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Um, OK, that's weird.
[AGENT][NEUTRAL] [PII] um
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Did does your um.
[AGENT][NEUTRAL] 02, yeah.
[CUSTOMER][NEUTRAL] Does it have one L or two L's in Killan?
[AGENT][NEUTRAL] It's just one L.
[CUSTOMER][NEUTRAL] OK, that's what it's supposed to be, yeah, just because it.
[AGENT][NEUTRAL] So [PII] 0204. 0 wait, hold on, I.
[AGENT][NEUTRAL] 19
[AGENT][NEUTRAL] 71.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Can I try again?
[AGENT][NEUTRAL] Mm
[AGENT][NEGATIVE] Um, I just did and it didn't work, um.
[AGENT][NEUTRAL] That's so weird cause
[AGENT][NEUTRAL] Hold on, I'm just gonna go.
[AGENT][NEUTRAL] Broker account next.
[AGENT][NEUTRAL] 0204 1971.
[AGENT][POSITIVE] I haven't had an error in a long time. I've been
[AGENT][NEUTRAL] It's been working for me so I don't know, this is weird. OK, um.
[AGENT][NEUTRAL] 1251.
[AGENT][NEUTRAL] OK, I'm gonna do.
[AGENT][NEUTRAL] I'm gonna go back and I'm gonna take a screenshot of that error and I'm gonna send it to my IT team because.
[AGENT][NEUTRAL] I haven't had
[AGENT][NEUTRAL] I haven't had ears in a long time. I've just
[AGENT][NEUTRAL] I've been setting up people left and right so it's kind of weird that it's also giving me one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So this could be, could be more, more than me 0204 1971.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] I'm gonna take a screenshot.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK, I'm gonna send this into the IT team as a ticket and then I will um.
[AGENT][NEUTRAL] I will um get back with you on this one because this is is weird.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you gonna call me or are you gonna email me?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, do you mind give me is the the number that you're calling me on the.
[AGENT][NEUTRAL] [PII], is that OK?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] [PII] and I'm just gonna put.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] We're working with.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK thank you I will get back with you once I.
[CUSTOMER][POSITIVE] Thank you bye bye. OK.
[AGENT][POSITIVE] Yeah of course have a great day.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye.