AccountId: 011433970860
ContactId: 92852189-125e-4876-b214-5d502fdbe827
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 976559 ms
Total Talk Time (AGENT): 293919 ms
Total Talk Time (CUSTOMER): 512511 ms
Interruptions: 9
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/92852189-125e-4876-b214-5d502fdbe827_20250604T15:45_UTC.wav
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[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] APL, this is [PII].
[CUSTOMER][NEUTRAL] Hi, um, this is [PII] on the care team. I've got [PII] with [PII]'s office, and he is wanting assistance on how to set up several different accounts on the OSC.
[AGENT][NEUTRAL] And that he's with [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] You there?
[AGENT][NEUTRAL] OK, I was like I couldn't hear anything. You said he was with [PII].
[CUSTOMER][NEUTRAL] [PII], the broker [PII].
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, um, and he's trying to set up an agent account or a broker account?
[CUSTOMER][NEUTRAL] Uh, the broker account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You want me to transfer him through?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I'm sorry, what was your name?
[AGENT][NEUTRAL] Parents
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] I'm gonna introduce you and then I'll release the call.
[CUSTOMER][POSITIVE] OK, [PII], I've got Tren on the line and she's gonna assist you, OK? Perfect, [PII] thank you so much for your help. Thank you.
[AGENT][NEUTRAL] Hey, [PII], um, you're trying to set up a broker account?
[CUSTOMER][NEUTRAL] You know I'm, I'm [PII]. I work for [PII], um, but he's the one who had set this up previously and then whenever y'all did y'all's change, um, it kind of, I guess we're having a little bit of issues finding our policies to be able to set up these accounts for so I was just hoping that you'd be able to kind of help guide me through this.
[AGENT][NEUTRAL] Um, I can try. Uh, what's going on?
[AGENT][NEUTRAL] Are you, did you already set up a new account for [PII] or no?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEGATIVE] Yeah, that's what I that's what's like not working is that like when I put in his um social security number, the zip code, his date of birth, and his last name and the email, it keeps telling me to reach out to y'all because there's an issue and uh I just wanted to.
[AGENT][NEUTRAL] Is it for [PII]? Is it [PII]?
[CUSTOMER][NEUTRAL] It should be [PII], I guess whoever set it up, I mean, maybe they misspelled it and it was [PII].
[AGENT][NEUTRAL] What's the last name?
[CUSTOMER][NEUTRAL] [PII], [PII]
[CUSTOMER][POSITIVE] And I can give you a social too if that helps.
[AGENT][NEUTRAL] No.
[AGENT][NEGATIVE] So you're going, no.
[CUSTOMER][NEUTRAL] I can give you his date of birth.
[AGENT][NEUTRAL] Uh, what email address are you using?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Well, we, I mean, we had several different accounts um that could access it. There was one that was [PII], then there's a [PII], and then there's uh [PII].
[AGENT][NEUTRAL] Um, so if you're trying to set up an account for [PII], you need to use the [PII] email address.
[CUSTOMER][NEUTRAL] Oh, OK, that's the reason why it was OK, let's see real quick. I'll put in all this information and then we'll see, but is his name [PII] on the, on, on what you see because you told me it's [PII].
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Cause I thought, I thought you were spelling it like [PII]
[CUSTOMER][NEUTRAL] 00 no, OK, got you, got you, got you.
[CUSTOMER][NEUTRAL] Yeah ma'am, y'all did this update man I bet it's, I bet it's caused a lot of people to be calling in, hasn't it?
[AGENT][NEUTRAL] Oh my gosh, it's been like
[AGENT][NEUTRAL] Oh, and then with the course, the department who did the update doesn't take phone calls.
[CUSTOMER][NEGATIVE] Jesus Christ, man, that's ridiculous.
[AGENT][NEUTRAL] need to hear all the pain points.
[CUSTOMER][NEUTRAL] I'm so sorry man but yeah I mean it it it.
[AGENT][NEGATIVE] You said that the worst day was worse because the worst day wasn't even letting people, like it wasn't even sending a verification uh code for people to get it. I was just like, oh my [PII].
[CUSTOMER][NEGATIVE] Yes, ma'am, what a headache because I, I work in customer service myself, so I, I always hate getting bombarded and not necessarily having to answer for them right then and then people get frustrated and then it's just the, the whole cluster.
[AGENT][NEGATIVE] Another thing I've been hearing complaints about is
[CUSTOMER][NEUTRAL] So let me
[AGENT][NEUTRAL] Um, people, because you study the user names now you don't need an email address, and I have people that are like they're an agent but they like to have an agency, but they only have one business email.
[AGENT][NEUTRAL] So that's been like a cluster. I was like, I don't think you guys thought about that, but.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] No, definitely, definitely, man, that's, uh, ridiculous. Alright, I've almost got everything in here. He was just born in [PII], so I'm just scrolling down on this.
[CUSTOMER][NEUTRAL] [PII] and that's December.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] All right, let's hope this works. OK, well, that was super easy.
[CUSTOMER][NEUTRAL] Wow, um, so, so do I just, can I set up a new email address since I just used that [PII] or is it gotta be [PII] now?
[AGENT][NEUTRAL] It does unless you send us an email to change that for him.
[CUSTOMER][NEUTRAL] OK, well I guess I'll just set up the account first and then it it would that be like a sales at a public life kind of thing where I send it off to them? Got you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Exactl[PII]
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Very cool. You definitely know I've been through this before.
[AGENT][NEGATIVE] Man, if you, uh, today is gonna come, these that first two days, I was like, I don't even think I can make it.
[CUSTOMER][NEUTRAL] No, I get that, man. I do understand that, but I do think you probably, you know, the first week or you know the first two days are always the worst and then it's probably gonna level out. Um, let me just write down.
[AGENT][NEUTRAL] And then we didn't find out about the, the roll out until you guys found out.
[AGENT][NEUTRAL] That
[CUSTOMER][NEGATIVE] Dude, are you, are you kidding me? What an uncoordinated.
[AGENT][NEGATIVE] Get these calls and people are like, if I click on this page, what happens? I'm like I have no clue because I've never logged in.
[CUSTOMER][POSITIVE] Yeah, we'll just learn together. That's hilarious.
[AGENT][NEUTRAL] I was like, give me a second, I guess we'll just look at it together at the same time, so.
[CUSTOMER][NEUTRAL] Yeah, there you go. There you go, Tren. OK, OS benefit 76712. That's what I'm gonna name it and so, so what's the given name? What does that mean? It had me set up a name and then a given name.
[AGENT][NEUTRAL] Oh my God, somebody asked me that the other day. I was like, um.
[AGENT][NEUTRAL] You know, hey [PII], when it says the given name and [PII], what do they?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh, she's gonna just put your first name.
[CUSTOMER][POSITIVE] OK, cool, cool, cool.
[CUSTOMER][NEUTRAL] Sure, so should I probably, I'll probably put [PII]'s name on there since this is technically his policies and stuff, and then do I have to put a surname in there?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I think that's fine.
[CUSTOMER][POSITIVE] OK cool I will uh.
[CUSTOMER][NEUTRAL] Sending that verification code to my coworker who used to do this and hopefully she'll send it over real quick and then uh Tren let me ask you this so like once it's verified and everything and I continue, will it have all of our policies that are underneath our our our um agent or broker?
[AGENT][NEUTRAL] Yeah, you should be able to see all of the agents. So there's like this dashboard and like underneath it. I know there was a thing that said like agents, companies, and you can be able to click on there and like pull commissions and stuff like that.
[CUSTOMER][NEGATIVE] And, but what, what about also like servicing the account like as in like um turning people off of it and stuff like that? Am I gonna have to set up something else?
[AGENT][NEUTRAL] Yeah, you should be able to do that and you can go ahead. No, the only other thing, like, say for instance you wanted your own login or something, you can go in there and create you one so that way you can kind of log in instead of, you know, if you just wanted to, I guess you could just still use his, um, but that that's the only other thing if he needs to set up more people to have access to it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, I think I'll just be good and this and that and that display name is that gonna be the user name is that what they mean by display name is username or is it gonna be that [PII] email?
[AGENT][NEUTRAL] Yeah, but it's not the user name is gonna be your email um it's just when you log in it's the name that's gonna be on the top of the screen.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so interesting. Got you. I will, uh, I'm gonna definitely get this changed today though, so my, my coworker doesn't have to be sending me stuff all the time. I hate bothering people like that.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Let's see AOSP.
[CUSTOMER][NEUTRAL] See if she gets it. Does it usually take like a, like a minute or two for that verification code to get sent over to that email, or um is it pretty quick?
[AGENT][NEUTRAL] So I've had some people say I was thinking that I've had some people say they had to do it more than once. So I'm just gonna be honest with you. I don't really know, but in my mind, you would think it would be quickly, but.
[CUSTOMER][NEUTRAL] Yeah, you know what, can, can you just wait real quick? I'm gonna walk over to the office next to me and and see if she's got it, OK?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] OK, that's awesome, [PII]. So I just, I, she, she, I got the verification code from her. I put it in there and then I verified it and then it said it asked me if I wanted to change email. So would, are you thinking that I can just change it now since I'm setting it up?
[AGENT][NEUTRAL] Oh, I don't know. I've never, no one's ever told me. Yeah, let's, yeah, go ahead and try that again.
[CUSTOMER][NEUTRAL] I'm gonna go ahead and do it and see what happens and then I'll say send verification code and then let's see.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Because this would be nice, it'd be instantaneous for me. I wouldn't have to deal with sales, yeah.
[AGENT][POSITIVE] I know, right? Instead of you having to email it to me, and I can pass it along to other people too to know that they can just, uh, change it up for them set it up.
[CUSTOMER][NEUTRAL] There you go, yeah, there we go, but let's see if I, I don't know, I don't know how long it takes to send, oh yeah, I did.
[AGENT][NEUTRAL] Did it work?
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Yes it did. Oh crap, that's awesome.
[AGENT][NEUTRAL] Well, now you taught me something.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] Well, hey, that's awesome you're helping me. I'm helping you. That's a good, it's a good trade right there.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, let me just new user name.
[CUSTOMER][POSITIVE] Awesome and then I, I'll let you go soon [PII]. I just wanna log in and and make sure everything is is cool.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] Are you working out of the office, man? Y'all aren't working from home?
[AGENT][NEUTRAL] It's every other day. So this one's an office day.
[CUSTOMER][POSITIVE] Not too shabby actually, man, beats having to be in the office every day like me.
[CUSTOMER][POSITIVE] OK, verify perfect yep.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][POSITIVE] OK, cool, I created terms agreed policy.
[CUSTOMER][NEUTRAL] Alright, go to dashboard and then I'll log in and see what's going on.
[CUSTOMER][NEUTRAL] Oh it's gotta send me another verification code I guess.
[AGENT][NEUTRAL] That's kind of like.
[CUSTOMER][NEGATIVE] That is lame dude. Where, where is APL? Where, where are y'all like based out of?
[AGENT][NEUTRAL] So does they send it to your new?
[AGENT][NEUTRAL] Does it, uh, well, we actually have several different offices, um, but I'm in [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][POSITIVE] Oh nice, nice. Oklahoma, little OC program, that's nice. You like it up there?
[AGENT][NEUTRAL] No thunder, uh, of course.
[AGENT][NEUTRAL] Full flow.
[CUSTOMER][POSITIVE] Nice. You born you born and raised, ma'am?
[AGENT][NEUTRAL] Yeah, are you gonna, uh, what state are you in?
[CUSTOMER][NEUTRAL] There you go.
[CUSTOMER][NEUTRAL] We're in [PII] man born and raised, I, but I'm originally from.
[AGENT][POSITIVE] OK. I go there so much. I feel like I'm from there.
[CUSTOMER][NEUTRAL] Heck yeah, dude, where do you go? Do you go to [PII] or [PII] or or what's up?
[AGENT][NEUTRAL] Everywhere. I'm just always like, uh, hey, they have this new restaurant, let's go here, or
[CUSTOMER][POSITIVE] Yeah, you're a foodie, man, I get that.
[AGENT][NEUTRAL] And then y'all have tons of concerts, um.
[AGENT][NEUTRAL] So I got.
[CUSTOMER][POSITIVE] Oh yeah, [PII]'s got great concerts. I used to go to and and [PII] to like ACL, Summerfest, [PII], stuff like that.
[AGENT][POSITIVE] Yes I do.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] View Group.
[CUSTOMER][NEUTRAL] All right, dude, this looks.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] I just, um, so like invoicing too like I'll be able to like pay the bills off of here and everything like that off this one account.
[AGENT][NEGATIVE] You're supposed to be able to, um, yeah, if we get off here and you can't do it, then send us like an email like hey this isn't working.
[CUSTOMER][NEUTRAL] Yes ma'am, let me see group detail report to.
[CUSTOMER][NEUTRAL] Yeah, I mean this is man it's gonna take a little bit of a learning curve to adjust to to dealing with this new website, but I, you know, if everything's centralized it beats having to log into each different policy with a different account, you know that's.
[CUSTOMER][NEUTRAL] That's kind of the nice thing about this I'm guessing, but um let me see detail.
[AGENT][POSITIVE] Well, you know what, that is the most, that's the first positive thing I've heard this week, so.
[CUSTOMER][POSITIVE] Well, I'm glad I could be some type of positivity or or good vibe.
[AGENT][NEUTRAL] No one has said my one good thing.
[AGENT][NEGATIVE] I was just like, uh, maybe this lunch wasn't the best.
[CUSTOMER][NEUTRAL] They own both.
[CUSTOMER][NEUTRAL] Yeah, no, I get that. OK, so.
[CUSTOMER][NEUTRAL] I guess what I'm trying to see is like the current policies.
[CUSTOMER][NEUTRAL] So does that APL upload link still work? like when you go to like APL upload the upload those spreadsheets and everything like that when I have like new hires or or new policies?
[AGENT][NEUTRAL] That should still work.
[CUSTOMER][NEUTRAL] OK cool um I just I wanna be able to see if I can like.
[CUSTOMER][NEUTRAL] Like I don't know, do do you remember how the old layout was? It was like you could like click on it, you could see your invoices, you could also submit that invoice, then you could submit payment with the I guess the um banking on file and then you could also like drop down and it was basically like you could like turn somebody off and like give the term reason and stuff like that is that is that something I'll be able to do on this one?
[AGENT][NEUTRAL] So when they did this the demo, that is something that you are supposed to be able to do. Um let me see if I can try to log in I can see her.
[CUSTOMER][POSITIVE] OK, sounds good sounds good thank you.
[CUSTOMER][NEUTRAL] Uh, I went to a resource center.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Claims and support.
[CUSTOMER][NEGATIVE] I don't think that's I'm gonna go back to the LSC portal.
[CUSTOMER][NEUTRAL] Yeah, but let me know when you get in there and and you kind of look around and and uh see what you think.
[AGENT][NEUTRAL] Yeah, I'm on the page. Let me see, let me just go to the group.
[AGENT][NEUTRAL] Now I'll lock in at this right.
[CUSTOMER][NEUTRAL] Yes ma'am.