AccountId: 011433970860
ContactId: 9c1f3e9f-341f-4e0b-8b80-efb321effb18
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1001059 ms
Total Talk Time (AGENT): 322293 ms
Total Talk Time (CUSTOMER): 366189 ms
Interruptions: 9
Overall Sentiment: AGENT=0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/9c1f3e9f-341f-4e0b-8b80-efb321effb18_20250626T14:59_UTC.wav
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[AGENT][NEUTRAL] It disappearance.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hi, [PII] this is.
[CUSTOMER][NEUTRAL] Yes, hi, this is [PII], um, with the Century Insurance. I called last week regarding, um, access to the portal and I was getting a
[CUSTOMER][NEGATIVE] A message I think they were working on it I just I still can't log in.
[AGENT][NEUTRAL] OK. What, um,
[AGENT][NEUTRAL] What company is it for?
[CUSTOMER][NEUTRAL] It's, it's for uh Celsius.
[AGENT][NEUTRAL] Um, is this an agency or is it a group?
[CUSTOMER][NEUTRAL] Well, I'm with the agency and I'm calling to get into the portal to add members to the group.
[AGENT][NEUTRAL] You're with the agency, but you want to add, so if you're, that's gonna be two different logins. The group person is going to have to
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I set up a group account and add them.
[CUSTOMER][NEGATIVE] Well, we had all we had everybody on our team with we had everybody on our team with online access and then you guys changed your portal so now I have to go back in and try and get everybody access again, um, and there was, there was a glitch last week so um they were working on it and you know I wish I, I don't, I was at home I don't have the case number, um.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] I write it down anywhere.
[AGENT][NEUTRAL] So what's the group name?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] The name of the group is Celsius.
[AGENT][NEUTRAL] OK, I thought you said that was the.
[CUSTOMER][NEUTRAL] Like to drink.
[CUSTOMER][NEUTRAL] Celsius like the drink.
[AGENT][NEUTRAL] OK, so what is the agency?
[CUSTOMER][NEUTRAL] Acentria A C E N T R I A.
[AGENT][NEUTRAL] Sorry, someone so ACC.
[CUSTOMER][NEUTRAL] No, A C E N T R I A.
[AGENT][NEUTRAL] I know for sure you're gonna need two different logins. Just the group you're gonna have to log in, have the one for the group and the people to them you're gonna need access to the agency and that's gonna be separate, um, so when you go into to create the account, are you like create as an agency or create as a group?
[CUSTOMER][NEUTRAL] As long, yeah, as long as I can get.
[CUSTOMER][NEUTRAL] I, I
[CUSTOMER][NEUTRAL] Gosh, I just need to get into one of the portals so I can add employees, not add employees so I can add contact.
[AGENT][NEUTRAL] Correct. So which one are you wanting to do first? Do you want to do the group or the agency because these are gonna be two different processes. So right now on your screen, are you at the APO website where it says create account?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, now when you do that, did you click you wanna create a group or an agency?
[CUSTOMER][NEUTRAL] I guess we're gonna do the agency.
[CUSTOMER][NEUTRAL] And then I think [PII], it was under his name so I need to put his last name.
[AGENT][NEUTRAL] You look to the agency.
[CUSTOMER][NEUTRAL] it's a broker it it a broker or agent group insured or provider.
[CUSTOMER][NEUTRAL] And I chose agent or broker when really it's.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Yeah, which I would think that you are here for that.
[AGENT][NEUTRAL] OK, let's start over. So you're on the screen and you click sign in. Underneath sign in you click create your OSC account. There's 4 options. Which one are you clicking so I can know which way to help you?
[CUSTOMER][NEUTRAL] I'm sorry, it
[CUSTOMER][NEUTRAL] Agent or broker?
[AGENT][NEUTRAL] Agent or broker?
[CUSTOMER][NEUTRAL] Yeah, that's one full tile, yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What agent are you trying to set up?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 512123.
[AGENT][NEUTRAL] And his last name, which is [PII], his email address, which is what we have on file. Do you know what that is?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So is the is the email address you have on file for [PII] or is it for me because I'm the one usually setting everything up for him and all his emails come to me so I just don't know if it's under [PII].
[AGENT][NEUTRAL] So on file, it says [PII] and the email address is [PII].
[CUSTOMER][NEUTRAL] Yeah, yeah, that's me.
[AGENT][NEUTRAL] OK, so that's gonna be the email and you're gonna put.
[CUSTOMER][NEUTRAL] Yeah, so let me make sure.
[CUSTOMER][NEUTRAL] OK, and then his do you put his social no.
[CUSTOMER][NEUTRAL] But his date of birth.
[AGENT][NEUTRAL] Just only do the a.
[CUSTOMER][NEUTRAL] OK, let me just find uh.
[CUSTOMER][NEUTRAL] I think it's [PII].
[AGENT][NEUTRAL] It looks like it's [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so um.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] OK, for the verification code which you should receive.
[CUSTOMER][NEUTRAL] 66
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] OK, so now I can go to the dashboard.
[CUSTOMER][NEUTRAL] It says log in.
[CUSTOMER][NEUTRAL] So send verification code.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK. This one is.
[CUSTOMER][NEUTRAL] 7.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So now,
[CUSTOMER][NEUTRAL] Do I wanna add those employees and manage users?
[AGENT][NEUTRAL] Please, you just set up a broker account. No, because you want people to have access to his commission. You just set up a broker account.
[CUSTOMER][NEUTRAL] Employees that will have access.
[AGENT][NEUTRAL] That's why I asked you, did you want to do a group?
[CUSTOMER][NEUTRAL] No, I want, no, no, I, well, I just said I need to do both, so I need to.
[CUSTOMER][NEUTRAL] And
[AGENT][POSITIVE] So now we need to start all the way over and do a group.
[CUSTOMER][NEUTRAL] Our team
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, you, so you do want people to have access to his commission?
[CUSTOMER][NEUTRAL] Not too I, I need people. I need our implementation team to be able to um add members onto the group.
[AGENT][NEUTRAL] We don't wanna put that on his because you just set up a broker. We want to put all that on a group.
[AGENT][NEUTRAL] So now you have to go back and set up a group account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so.
[AGENT][NEUTRAL] But that's good to have, so now if [PII] ever wants to pull deletions or something, he has that log in.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I had to do it anyway, so, um, brokers still go into brokers.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But now
[AGENT][NEUTRAL] Um, so let's log all the way out and then when we go back to the APO we're gonna say set up OSC account but this time we're gonna press group.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you know the group numbers look it up. You said it was.
[CUSTOMER][NEUTRAL] Um, I think I have it, yeah, hold one second.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] PL
[CUSTOMER][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] And design.
[CUSTOMER][NEUTRAL] Generate employer paperwork trying to find out where it would be. It would it be like GMA 21 APLFL?
[CUSTOMER][NEUTRAL] That sounds
[AGENT][NEUTRAL] No, it was just like a 5 digit number.
[CUSTOMER][NEUTRAL] 402-23.
[CUSTOMER][NEUTRAL] I have a [PII].
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I think where you could, do you have like an invoice maybe?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I don't have an invoice. I have final plan and rate.
[AGENT][NEUTRAL] OK, so it's gonna be on top of the.
[CUSTOMER][NEUTRAL] Benefit summary, um, how to file claims. Let's see, would it be on the benefits, no.
[CUSTOMER][NEUTRAL] 22,630 like at the bottom of the page of the benefit summary it says APSB.
[AGENT][NEUTRAL] Oh, OK. What is it again?
[CUSTOMER][NEUTRAL] 22,630
[AGENT][NEUTRAL] 10.
[AGENT][NEUTRAL] That pulls up a Jimmy Bernhart Insurance Agency, is that right?
[CUSTOMER][NEUTRAL] It pulls up what?
[AGENT][NEUTRAL] Jimmy uh Burkhard Insurance Agency.
[CUSTOMER][NEUTRAL] No. No.
[AGENT][NEUTRAL] Yeah, I think that's it.
[AGENT][NEUTRAL] Let
[AGENT][NEUTRAL] And you said the group name is A C E N T R.
[CUSTOMER][NEUTRAL] The group name is Celsius, Celsius the drink, C E L S I U S, the agency is centria.
[CUSTOMER][NEUTRAL] How about 22547?
[AGENT][NEUTRAL] It's 26863.
[AGENT][NEUTRAL] Yes, it is 26863.
[CUSTOMER][NEUTRAL] 268
[CUSTOMER][NEUTRAL] 3.
[AGENT][NEUTRAL] 26863.
[CUSTOMER][NEUTRAL] Alright, let me just add that to our.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] So, are you [PII] or [PII] is somebody else?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] That's somebody else.
[AGENT][NEUTRAL] And what about [PII]?
[CUSTOMER][NEUTRAL] 36863 uh shoot.
[CUSTOMER][NEUTRAL] Right, APL.
[CUSTOMER][NEUTRAL] 26863.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ah
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] OK, alright, now add in [PII].
[AGENT][NEUTRAL] The only bad thing is it's gonna send it to whoever this [PII] person is, so it has the email address [PII].
[CUSTOMER][NEUTRAL] And email.
[AGENT][NEUTRAL] So she's that verification is gonna go to that email.
[CUSTOMER][NEUTRAL] So that's where our commissions and stuff go, so it's [PII] who?
[AGENT][NEUTRAL] Um, well, I guess it's not too specific on the name because it's just whoever has access to the [PII] email and if they can give you the verification code.
[CUSTOMER][NEUTRAL] OK, so I know who that is, so let me team her.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] So yeah, just teams are saying hey I'm trying to set the group up um for their online service center and I just need to add users um and just the only bad thing is the verification only lasts for about 5 minutes. Um, so don't click it until you know that she can kind of be able to get it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's, that's fine.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Deer.
[CUSTOMER][NEUTRAL] Are you available?
[CUSTOMER][NEUTRAL] And so I forget that email on record was info or what is it called?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, is that Celsius?
[AGENT][NEUTRAL] Because we're getting.
[CUSTOMER][NEUTRAL] Accounts payable at itself yes that's what you have on file.
[AGENT][NEUTRAL] OK, we're setting the group is Celsius Inc. The email that we have is [PII].
[CUSTOMER][NEUTRAL] Uh, never mind.
[AGENT][NEUTRAL] That's for the group.
[AGENT][NEUTRAL] You have to use the email for the group to set up a group.
[AGENT][NEUTRAL] Earlier we set up a broker, so that's why we used his email for his information.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And then your insured are gonna have to go in and do the same thing, create account and they're gonna have to click the insured and put all their information in.
[CUSTOMER][NEUTRAL] Yeah, so I, I know I'm not in charge of that. I'm just in charge of making sure that our team has um access to add the employees into APL.
[AGENT][NEUTRAL] Right, and we're on the correct screen. You just need to be able for someone to give you the verification code for [PII].
[CUSTOMER][NEUTRAL] So why is this
[CUSTOMER][NEUTRAL] Mm, OK.
[AGENT][NEUTRAL] So for for security, a person, we can't, the group has to go and create the account and they add who they want to have access.
[CUSTOMER][NEUTRAL] All right, um.
[AGENT][NEUTRAL] You, you can't, which we know you know this group, but this we can't go backwards the other way.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Yeah, no, it's, it's fine. I know it's fine. It's just we have this all set up and then you guys changed portal, so then we have to reset it up and it, it's just something that the group had already did.
[AGENT][NEUTRAL] We sent out emails about it as well that gave you guys um just a heads up that it was.
[CUSTOMER][NEUTRAL] It must have gone through our spam we have a.
[CUSTOMER][NEUTRAL] Yeah, it, it didn't get through to our spam or firewall, so it didn't happen. So anyway, I'll call you back.
[AGENT][NEUTRAL] Yeah, we send it to the group as well.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I'll have to call you back because, alright, thank you.