AccountId: 011433970860
ContactId: 8d212728-8865-4a5c-b56b-92c5f19e2e1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 948919 ms
Total Talk Time (AGENT): 279785 ms
Total Talk Time (CUSTOMER): 332020 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/8d212728-8865-4a5c-b56b-92c5f19e2e1d_20250602T21:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII].
[CUSTOMER][NEUTRAL] [PII] with RJ Blanchard Benefit Services. How are you doing?
[AGENT][POSITIVE] Good, how about yourself?
[CUSTOMER][POSITIVE] Oh, it's there it's there, it's there, but we're having a problem with our little set up so we got in earlier. I forgot who I spoke to. I kept girls phenomenal.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But not one of my groups were in the system.
[AGENT][NEUTRAL] OK, are you looking at the agent account or the agency account?
[CUSTOMER][NEUTRAL] So we did the agency account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And it's not working.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] So that might be the issue as to why um the brokers or the agency account typically just has the commission on it and then the broker's account has the groups on it.
[CUSTOMER][NEUTRAL] Oh well I thought this whole thing was being changed.
[AGENT][NEGATIVE] I wish I wish it was.
[CUSTOMER][NEGATIVE] I thought they were literally like, no, honestly, I thought they would change it when you have one log in and everything was there. I mean that that was a, I'm gonna be honest with you, I gotta call I'm gonna call La. this is a waste of time. Y'all spent a lot of money on nothing then.
[CUSTOMER][NEUTRAL] I'm not being mean, but you know it's supposed to be all under one thing now alright, so let me get in here.
[CUSTOMER][NEUTRAL] Because I can get in my agency account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But I can't get into my broker account at all.
[AGENT][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] And I have no idea where my pro account just went.
[AGENT][NEUTRAL] OK, let me
[CUSTOMER][NEGATIVE] Alright, this is not good.
[AGENT][NEUTRAL] It's
[CUSTOMER][NEGATIVE] Yeah, I mean, I see my two, I mean, I'm missing agents in the agency and everything.
[AGENT][NEUTRAL] OK, can you send me screenshots of this and I can pass it along to our IT department?
[CUSTOMER][NEUTRAL] Uh, but I said the problem is we have work to do.
[CUSTOMER][NEUTRAL] Like we literally have stuff that we're waiting to put in.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And let's see, give me a second.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Give me your email address.
[AGENT][NEUTRAL] Um, it's gonna be [PII].
[CUSTOMER][NEUTRAL] Wait, hold on, [PII] what?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Uh [PII], OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, hold on a second.
[CUSTOMER][NEUTRAL] Or to help myself went.
[CUSTOMER][NEGATIVE] I got too many things open here.
[CUSTOMER][NEGATIVE] Not good.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Just bear with me.
[CUSTOMER][NEUTRAL] Mm mm mm.
[CUSTOMER][NEUTRAL] Where did it go?
[CUSTOMER][POSITIVE] Oh here it is right here.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] I can get this.
[CUSTOMER][NEUTRAL] I'm missing agents just to let you know.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I've already addressed this one time.
[CUSTOMER][NEUTRAL] Now let me log out of here.
[CUSTOMER][NEUTRAL] Tell me what you got as far as my broker account, how do we have it set up so I can set this up?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] And you said your last name was [PII], correct?
[CUSTOMER][NEUTRAL] And what
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK, I have it pulled up. What information are you needing?
[CUSTOMER][NEUTRAL] I need the email you'll have it on there.
[AGENT][NEUTRAL] Um, it's gonna be [PII].
[AGENT][NEUTRAL] [PII] RJ Blanchardbenefits. agency.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Nope, that's what we that's what they ended up putting the agency under.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And how do you have Blanche, B L A N C H A R D?
[AGENT][NEUTRAL] Um, B L A N C H A R D.
[CUSTOMER][NEUTRAL] OK, and no 3rd, nothing like that.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEGATIVE] Error tell me it's not there.
[AGENT][NEUTRAL] OK, um, could you send us a screenshot of that?
[CUSTOMER][NEUTRAL] I mean it's all sense error. I mean y'all have it an agency. I know the other girl moved the agency went over to the my actual agency.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, uh, all the sense I call and call the phone number that's all I'm getting.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, did she take down your email to set it up with a different email account or are you expecting a different email?
[CUSTOMER][NEUTRAL] Well, I did. Well, I mean we have [PII] and dot agency, so I think she said she had it just the opposite and she, she changed it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] And let's see I'm trying, nope, still an error. I'll put I even put the 3rd in there.
[AGENT][NEUTRAL] Um, where is the 3rd, where is the 3rd located?
[CUSTOMER][NEGATIVE] Uh, it's still not working.
[CUSTOMER][NEUTRAL] Um, right after the Blanchard.
[AGENT][NEUTRAL] Plan your 3rd benefits.
[CUSTOMER][NEUTRAL] Wait, how do I need to do, so wait, I'm trying, I'm trying to get in my broker account.
[AGENT][NEUTRAL] Yeah, so for the broker account, we have the email as [PII]. agency.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] How do I need to put my last name?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And this is just your email address.
[CUSTOMER][NEUTRAL] And how about my social security number?
[AGENT][NEUTRAL] Um, it's [PII], that this was just for your email address, for your name, we do have a Blanchard the Third.
[CUSTOMER][NEUTRAL] Wait, say that again, uh huh.
[AGENT][NEUTRAL] As your name.
[CUSTOMER][NEUTRAL] So I need to put 3rd is it all all capital I's?
[AGENT][NEUTRAL] Uh, yes, yes, 3 Is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what zip code do you have?
[AGENT][NEUTRAL] Um, the zip code is [PII].
[CUSTOMER][NEUTRAL] And then what about my date of birth?
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, still getting an error, same thing.
[CUSTOMER][NEUTRAL] I put everything you just told me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I can't, it's not in
[CUSTOMER][NEUTRAL] Like I said, I can go into my agency one.
[CUSTOMER][NEUTRAL] And I can assign people but I can't do anything in this.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, are you, are you able to take a screenshot at all to show me this so I can, I can send it to IT? I have no way of fixing. OK, perfect, perfect. um I can send that along to them.
[CUSTOMER][NEUTRAL] I just did
[CUSTOMER][NEUTRAL] I just sent it to you.
[AGENT][NEUTRAL] And see if we can get that fixed, um.
[AGENT][NEGATIVE] I'm not seeing the email come through.
[CUSTOMER][NEUTRAL] I just I just sent it like literally just sent it.
[AGENT][NEUTRAL] Oh OK, OK.
[CUSTOMER][NEUTRAL] Oh boy.
[AGENT][NEUTRAL] Did you get a bounce back email at all?
[CUSTOMER][NEUTRAL] Nope.
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEGATIVE] I don't know why it's not recognizing me. I mean it just don't make sense.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It's not I'm not receiving it. Um, could you maybe send it to another email?
[CUSTOMER][NEUTRAL] I can.
[AGENT][NEUTRAL] Try [PII]. Oh, I just got it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I will.
[CUSTOMER][NEGATIVE] The first one, the first one is my agency, and the second one is the one trying to register for the broker, and it will not let me do it.
[AGENT][NEUTRAL] OK, OK, sounds good. I will pass this along to our IT department. Um, now I do know you said that you had some, uh, items that you needed to complete, uh, uh.
[CUSTOMER][NEUTRAL] We have a we have a bunch of stuff going on right now and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is
[CUSTOMER][NEUTRAL] We have a bunch of stuff so we've got, yes, we have to be in here.
[AGENT][NEUTRAL] Is it something that
[AGENT][NEUTRAL] Is there, is there something that I could help you with right now? Um,
[CUSTOMER][NEUTRAL] Probably not
[AGENT][NEUTRAL] Since I have you on the phone? OK. OK.
[CUSTOMER][NEUTRAL] Mm it's it's actually it's literally um renewals.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Now you see I can I did my personal one as a you know as um.
[CUSTOMER][NEUTRAL] As a um what you call it.
[CUSTOMER][NEUTRAL] As a policy holder that that went right through.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But as far as the broker goes, it's not it's not giving me anything.
[AGENT][NEUTRAL] OK OK perfect well I will pass this along to our IT department and see if they can investigate what the issue is on this.
[CUSTOMER][NEUTRAL] OK, and then let me ask you this one I, I gotta, I gotta do multiple ones.
[CUSTOMER][NEUTRAL] Because um.
[CUSTOMER][NEUTRAL] Because we also have policies here with the company.
[CUSTOMER][NEUTRAL] So I gotta do it multiple times this is crazy.
[AGENT][NEUTRAL] So, you're saying you have multiple accounts for brokers?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Well, because I'm a group I'm an insured, no, I'm I'm, I'm a group I'm an insured and everything.
[AGENT][NEUTRAL] Yeah, um, you will need to create, yeah.
[CUSTOMER][NEUTRAL] So what I'm saying, so now I gotta, I gotta create an account.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Uh, uh, y'all killing me with this.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I didn't know my group number ain't that a shame.
[AGENT][NEUTRAL] Do you need help looking that up?
[CUSTOMER][NEUTRAL] You wanna give it to me? It's RJ By Benefit Services.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] I need my group number.
[CUSTOMER][NEUTRAL] sound like I find it.
[AGENT][NEUTRAL] It looks like it is 256-61.
[CUSTOMER][NEUTRAL] What is it? 25 what?
[AGENT][NEUTRAL] 661.
[CUSTOMER][NEUTRAL] Let's see if I can get this to work.
[CUSTOMER][POSITIVE] Error found, oh man, this is just great.
[CUSTOMER][NEUTRAL] What address y'all have?
[AGENT][NEUTRAL] Um, [PII]
[CUSTOMER][NEGATIVE] That's wrong, yep, that's wrong.
[CUSTOMER][NEGATIVE] That that's completely wrong. We haven't been there in years and then what uh what what phone number y'all have on file?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah and what about the email address?
[AGENT][NEUTRAL] Could it be the [PII]. agency.
[CUSTOMER][NEGATIVE] Nope, still error that was giving me an error too.
[CUSTOMER][NEGATIVE] Oh man, this is not good and you said 256-61?
[AGENT][NEUTRAL] 256-61, yes, sir.
[CUSTOMER][NEUTRAL] Yep that's what I'm looking at.
[CUSTOMER][NEUTRAL] Alright, so we had a problem with this one too. I can't log in to.
[AGENT][NEUTRAL] So are you typing in the incorrect address?
[CUSTOMER][NEUTRAL] Well, it's not asking it's asking for the city.
[AGENT][NEUTRAL] So are you, but are you typing um [PII]?
[CUSTOMER][POSITIVE] Yep sure I am.
[AGENT][NEUTRAL] And then the zip code [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Yep, so you want me an error.
[AGENT][NEUTRAL] If you wanna send that over to me as well I can um I can send that along to IT.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Well, I mean it's uh I mean I'm kind of saying it's just saying the same thing sign up error code same thing I just sent you.
[CUSTOMER][NEGATIVE] So there's no, I mean it's not even worth even sending another screenshot, but.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I mean, you understand what I'm saying?
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yes, sir. I, I do. We've, we, um,
[AGENT][NEUTRAL] We've been hearing about it all day.
[CUSTOMER][NEGATIVE] I know y'all have had a lot of issues with it today.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, I can just imagine.
[AGENT][NEGATIVE] Yeah, um, it hasn't, it hasn't been a great day for it.
[CUSTOMER][NEUTRAL] All right, well, like I said.
[CUSTOMER][NEUTRAL] Mm I can see that.
[CUSTOMER][POSITIVE] Alright dear thank you.
[AGENT][POSITIVE] Of course, have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.