AccountId: 011433970860
ContactId: 8f723b83-c0ec-43c2-8398-1c485fa45b84
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 863320 ms
Total Talk Time (AGENT): 225263 ms
Total Talk Time (CUSTOMER): 218087 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/8f723b83-c0ec-43c2-8398-1c485fa45b84_20250604T20:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, is this the number I can call to help one of my clients with the claim?
[AGENT][NEUTRAL] Um, no, but I can pass you along. What kind of claim is it?
[CUSTOMER][NEGATIVE] Well, it's just a wellness claim, but with this whole website debacle, people can't log in, the website's asking for different stuff. Uh, I can't even get into my own personal webpage, and I got into my broker one, and the commissions aren't even there.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So and I just need a pen.
[AGENT][NEUTRAL] Are you
[AGENT][NEUTRAL] OK, um, so are you needing help with your um agency account as well and then also how to go about.
[CUSTOMER][NEUTRAL] Well the agency account.
[CUSTOMER][NEUTRAL] Agency account, do you know if they're working on the commission's reports because mine just.
[CUSTOMER][NEUTRAL] The 0.
[AGENT][NEUTRAL] Yeah, um, so what is your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and let me see.
[CUSTOMER][NEUTRAL] Are you still there?
[AGENT][NEUTRAL] Yes, I am. I'm just looking you up.
[CUSTOMER][NEUTRAL] Oh, OK, it just went silent. I'm not used to not having static.
[AGENT][NEUTRAL] OK. And it looks like you are with Marshall Benefits, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, marshall benefits and
[CUSTOMER][NEUTRAL] R&B Insurance.
[AGENT][NEUTRAL] OK, so that is going to be your agency account, um, so you will have to set that one up in order to view your commission.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I, I, oh wait.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Agency.
[AGENT][NEUTRAL] And so um with that though, did you set up because you know your the email address is your now your username so um your username for your agency cannot be the same that it is for your brokerage so you will need to, you'll need two separate uh email address.
[CUSTOMER][NEUTRAL] Well, that's
[CUSTOMER][NEGATIVE] That is not convenient at all because I only have one.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] You guys really did a number on us out here with this change.
[CUSTOMER][NEUTRAL] OK, so agency I need to create a whole new email to get in.
[AGENT][NEUTRAL] Uh, yes, um, I can see though if you wanna send an email um just so that way I have reference for it saying that you know you just want your email to be associated with your agency and you should be able to see your groups and commissions in that aspect.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] But I still need access to my agent one, right?
[AGENT][NEUTRAL] Yes, so that's what I'm saying you need, um, if you create your agency account with your current email instead of your brokerage account, then you should be able to see your groups and your commissions in that one group or one account instead of your brokerage which can only see your groups.
[CUSTOMER][NEUTRAL] OK, so I need to switch. OK, where would I email that to?
[AGENT][POSITIVE] Absolutely, it's gonna be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, requesting that they move my Jody M at R&B insurance service from my agent to my agency.
[AGENT][NEUTRAL] From your brokerage or your broker account to your agency account, yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then um
[CUSTOMER][NEUTRAL] Actually, while I have you on here.
[CUSTOMER][NEUTRAL] My wife, we have APL accident critical illness. It's just, it's under my wife.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] We are not able to get her logged in to her web page.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so she is an insured, uh.
[CUSTOMER][NEUTRAL] So that was
[CUSTOMER][NEGATIVE] Yep, so we went under insured, put in all the information, and then when we got to the point to send a code, it just says invalid, can't be found, something like that.
[AGENT][NEUTRAL] OK. Um, let me see if I can.
[AGENT][NEUTRAL] can help with this.
[AGENT][NEUTRAL] Let me put you on a brief hold, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] in an insured that I can't log into my insured account.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so he's under martial benefits. I'll see what his wife's policy, am I allowed to see his wife's policy account?
[AGENT][NEUTRAL] I can't tell him about it but if he's got the information. OK, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, are you still there?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] What group is your wife um under or is she an individual policy?
[CUSTOMER][NEUTRAL] R&B Insurance Services.
[AGENT][NEUTRAL] Insurance services.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] But when we, but we need to go under insured to register her, right? So she has access to her account again?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, I'm, I'm just trying to um help troubleshoot this and see maybe what's going on with this.
[CUSTOMER][NEUTRAL] You have a question on that? You're just looking.
[CUSTOMER][NEGATIVE] I don't you can't have it.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] We can keep looking around on other stuff.
[CUSTOMER][NEUTRAL] I'll make sure nobody else gets that.
[CUSTOMER][NEUTRAL] You think I'll fit in your car?
[CUSTOMER][NEUTRAL] I don't think so because I can put the back seats down so I bet you I can it it looks narrow enough that I could fly through and if not, I, I wonder if I could lay it down. That's what I was trying to think too. I'm like I fit, but we'll figure it out, yeah, I think it does.
[CUSTOMER][POSITIVE] Uh, so this is the better one. Yeah. I was gonna put like $8 on that.
[CUSTOMER][NEUTRAL] Just.
[CUSTOMER][NEUTRAL] I live in an apartment without AC so I was like.
[CUSTOMER][MIXED] It's a basement apartment though, so it it does stay kind of cool, but now that we're getting hotter, it's like it gets a little like when we run the oven and stuff.
[CUSTOMER][POSITIVE] Sorry, I'm still here. I'm just having a yard sale today trying to help people.
[AGENT][POSITIVE] Oh no, you're good. I, I'm still doing some research, so you're good.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII], um, can I have your wife's name and social security?
[AGENT][NEUTRAL] Number.
[CUSTOMER][NEUTRAL] So it's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] 4, OK, perfect. I do a little bit more research, OK?
[CUSTOMER][NEUTRAL] Yeah, and then as far as your email I don't.
[CUSTOMER][NEUTRAL] It's not recognized the AD [PII] I 72 I put in is it's recognizing [PII] at RBM insurance service.
[AGENT][NEUTRAL] OK, OK
[CUSTOMER][NEUTRAL] I just need to verify that too.
[AGENT][POSITIVE] OK, sounds good.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][POSITIVE] Yep, great.
[CUSTOMER][POSITIVE] Your appointment go well? Good.
[CUSTOMER][NEUTRAL] Do you're not.
[CUSTOMER][POSITIVE] How are you doing today? Doing well. How are you? Great.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] I'm still here.
[AGENT][NEUTRAL] OK, so your wife's policy is under the RMB insurance instead of the insurance services, um, and then her email is the RMB Insurance Services as well.
[CUSTOMER][NEUTRAL] OK, but so when we use the our billing insurance services.
[CUSTOMER][NEUTRAL] And we do the verification code validation code.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Why does it say it's invalid?
[AGENT][NEUTRAL] Um, let me, let me look into that.
[AGENT][NEUTRAL] What email did you put in for her?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] She is not an APL broker. She's not contract with APL.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And you're, and you are putting it in as an insured, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there any way you could send us screenshots of this, um, and that way we can report this to our IT department because I'm, I'm not quite sure why this is happening.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, we'll try it again. I'll try to get a picture of it before it disappears and send it to you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK sounds great thank you.
[CUSTOMER][NEGATIVE] And then what number do I? I just lost my pen.
[CUSTOMER][NEUTRAL] What number do I call for claims?
[AGENT][NEUTRAL] For cooling
[CUSTOMER][NEUTRAL] Because the old one I have is no longer.
[AGENT][NEUTRAL] For claims.
[AGENT][NEUTRAL] It will be the [PII].
[AGENT][NEUTRAL] And you listen to the menu and then it would be and then it would be the claims.
[CUSTOMER][NEUTRAL] Uh, just a regular.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][POSITIVE] Alrighty thank you bye bye.
[CUSTOMER][POSITIVE] Alright thank you.