AccountId: 011433970860
ContactId: a00ec152-644c-4530-9b9e-15db0c6ec87b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 887299 ms
Total Talk Time (AGENT): 386699 ms
Total Talk Time (CUSTOMER): 359293 ms
Interruptions: 11
Overall Sentiment: AGENT=0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/a00ec152-644c-4530-9b9e-15db0c6ec87b_20250625T20:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, yes, actually, this is [PII], and we are brokers with you and we need to set up a new account, an online account, and it said we had to call you to do it so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, so when you are logging in, um, do you see where it says create a new account?
[CUSTOMER][NEGATIVE] Mm, I didn't even get that far because it said call this number um sign in with your email address.
[AGENT][NEUTRAL] OK. When you go on to [PII].
[CUSTOMER][NEUTRAL] Yeah, I've got uh
[CUSTOMER][NEUTRAL] Uh, I don't even know where I am, but it says APL sign in. It's a link that keeps taking me on something the online service center. Do I just go ahead and put in the password, um.
[AGENT][NEUTRAL] Um, hold on a sec, let me put you on a brief hold, OK?
[CUSTOMER][NEUTRAL] OK. You are on hold.
[AGENT][NEUTRAL] Did y'all see that on the OSC it now says call us if you wanna set up a new account?
[AGENT][NEUTRAL] Yes, it just says that.
[AGENT][NEUTRAL] It's saying if you wanna create an account call us.
[AGENT][NEUTRAL] Yeah
[AGENT][NEGATIVE] I didn't even do anything. I just, this just popped up.
[AGENT][NEUTRAL] So are we able to do that now?
[AGENT][NEUTRAL] I think
[AGENT][NEUTRAL] that they put this on there.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] Cool.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Uh, yeah.
[AGENT][NEUTRAL] OK, so, um, I just wanna confirm, are you trying to register an agency account or a broker account?
[CUSTOMER][NEUTRAL] An, an agency account.
[AGENT][NEUTRAL] Agency account. OK.
[CUSTOMER][NEUTRAL] Well, I mean the broker is payable to the agency. Do you? I'm not sure how.
[CUSTOMER][NEUTRAL] Um, I'm trying to do it right now, um.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so are you trying to see commissions or are you trying to see the groups right now?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm trying to see the groups I'm trying to see the commissions. I'm trying to see everything we used to see before.
[AGENT][NEUTRAL] Yes, OK, so, um, if I were you I would create the agent or broker account and then, um, uh, right now our agency is down um to create just because we had technical issues on that um so we can then tie the agency account to your broker account at a later time um but let's.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so just.
[CUSTOMER][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] So if you go through and and are you the primary agent are you an agent?
[CUSTOMER][NEUTRAL] Yeah, and the primary agent sitting here beside me, but I'm doing the work, um.
[AGENT][NEUTRAL] OK, so you will need to enter in all of their information, um, not your information so you click agent or broker and then you'd hit next.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Are you seeing that?
[CUSTOMER][NEUTRAL] OK, hold on, I'm I've got all, I've got all his stuff in there. I error, no user was found with the information. Um, yeah, I did agent or broker and I've set up all his information, but I'm wondering if the Social Security number is our corporate tax ID number because it says no agent is found.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Just, just to his last name to all the things only with the asterisk so last name, email on record, and date of birth.
[CUSTOMER][NEUTRAL] Oh, don't do so. OK. On the asterisks got it. OK. No that, OK, OK, we're gonna do that.
[AGENT][NEUTRAL] Yeah, yes, yes.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Just so you know, I don't, I don't know how close he is to you, but you, he will receive a verification code that you must enter in within 5 minutes.
[CUSTOMER][NEUTRAL] OK, I've got
[CUSTOMER][NEUTRAL] OK, he's sitting right here, so.
[AGENT][NEUTRAL] OK perfect just so that way you have access to the email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's says error no user was found with the information that was entered.
[AGENT][NEUTRAL] OK, what is the last name?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII], it's [PII] T.
[CUSTOMER][NEUTRAL] Yeah, and I didn't do a social. I didn't do a zip code. [PII] [PII] [PII]. That's right. Date of birth is correct.
[AGENT][NEUTRAL] And what is the first name?
[CUSTOMER][NEUTRAL] May I did it all caps on the last name? Could that be the problem that
[AGENT][NEUTRAL] What, what is the last name or first name on the broker?
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Alright let me pull this up and what is the email that you have for him?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Uh [PII].
[AGENT][NEUTRAL] OK. Huh, um, do you mind if I try it?
[CUSTOMER][NEUTRAL] Do you have a different one? Do you have a, do you have a different, because we changed our email because it was so complicated, but that's been probably 1015 years or 20 years ago.
[AGENT][NEUTRAL] No, no, that's the that one.
[AGENT][NEUTRAL] Yes, that um that is what we have. I'm gonna try and and see if I get that same error message when I type in his information, OK?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] [PII] A R T.
[CUSTOMER][NEUTRAL] You need date of birth or you got it right there?
[AGENT][NEUTRAL] No, I, I have it all. It has to match our system exactly, um, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Huh.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] Having trouble too.
[AGENT][NEUTRAL] Yes ma'am, let me put you on a hold and see if I can troubleshoot this real quick, OK?
[CUSTOMER][POSITIVE] OK, that's fine. Thank you. I appreciate it. You are on hold.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Oh, [PII].
[AGENT][NEGATIVE] So I enter in everything that is in line and it's saying error and says there is not a user found.
[AGENT][NEUTRAL] For the agent.
[AGENT][NEGATIVE] There's no user found.
[AGENT][NEUTRAL] Yeah, well
[AGENT][NEUTRAL] I put him on hold, but yeah, I entered in Tiger oh maybe [PII] is the reason why it's not.
[AGENT][NEUTRAL] Uh hi, I'm just gonna copy this.
[AGENT][NEUTRAL] 929, [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, I guess you.
[AGENT][NEUTRAL] I guess I guess I just you just have to do it all capital.
[AGENT][NEGATIVE] But that sucks.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let me know if you
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][POSITIVE] Yeah, I, yeah, I am thanks.
[AGENT][NEUTRAL] OK, OK, so, um, I was able to, uh, I guess they have [PII] as the last name and so that's why there are some issues as well.
[CUSTOMER][NEGATIVE] Uh, uh, never name your child a junior. I swear. It's awful.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And so, so if you could, there was a verification code that is gonna be sent. If you could please provide that to me, I can finish up the registration process for you.
[CUSTOMER][NEUTRAL] You say you you get a test.
[AGENT][NEGATIVE] It does take a little bit of time. It's not as quick as I'd like it to be.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Or send it to the email or to the phone? Yeah, where is it going.
[AGENT][NEUTRAL] Yes, sir. So it's, it's going to the email.
[CUSTOMER][NEUTRAL] Oh, to the email. Oh, well, here, hold on.
[CUSTOMER][NEUTRAL] Um, hold on, I got it here.
[CUSTOMER][NEUTRAL] No, you've read all the messages in your inbox.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Ah, there we go. OK. [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] All righty.
[AGENT][NEUTRAL] Alrighty so if you go back to the first page and just log in you'll need another verification code, but you should be able to log in.
[CUSTOMER][NEUTRAL] OK, wait a minute. How do I even, where, where is the log in the OSC, um, secured. [PII]? Is that it log in? Is that the
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Slash [PII] log in, yes, that's it. And then it will say welcome to.
[CUSTOMER][NEUTRAL] OK, hold on, let me, let me mark this page. Give me a second. OK, so I don't forget it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And then select.
[CUSTOMER][NEUTRAL] OK, so he's gonna sign in with his email address?
[AGENT][NEUTRAL] Yes ma'am, so if you select the log in.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] Type his email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the the password, the password is gonna be today but with a capital T.
[CUSTOMER][NEUTRAL] They asked for a password.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Exclamation point.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Verification is necessary. Please click send button email address send verification code. Let's find it.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's gonna be a new one.
[CUSTOMER][NEUTRAL] And I am sure we will be changing that password.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEGATIVE] It's not the most securest.
[CUSTOMER][NEUTRAL] Uh, no, I don't think so.
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Verify code I guess it's verify code yeah OK uh continue.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Ah, what happened to it?
[AGENT][NEUTRAL] Did it not let you log in?
[CUSTOMER][NEUTRAL] Oh yes, uh, not now, yeah, I don't, I we're not saving that password, um, OK, welcome to the online service center.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, we're just gonna have to play around with it to see what we've got, right? Um.
[AGENT][NEUTRAL] Yes, and in there you'll just be able to see items with the groups um is you said [PII] is the primary contact for corporate benefit solutions?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK alrighty I'm gonna see if we can link that account to the agency um whenever the agency is available um on the online portal and you'll be able to access both.
[CUSTOMER][NEUTRAL] Oh, OK, so we'll only be able to get, will we get commissions? Let me see, can we, can we see commissions? um.
[AGENT][NEUTRAL] as as of this moment, no, um, you will, once we connect to the agency account, um, just because that some people have brokers and the agency, um, so they have separate accounts, um, just.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And then I wanted to see the commission but I, I thought of some uh total commissions, yeah, OK, so you, you won't be able to tell for a while what the commissions are anything. You won't be able to see them correct until you get them linked.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Until we get it linked, that is correct um but if you need one in the meantime.
[CUSTOMER][NEUTRAL] OK. Are you going for?
[AGENT][NEUTRAL] Are you what?
[CUSTOMER][NEUTRAL] Are you going crazy with this?
[AGENT][NEUTRAL] Yes, ma'am. Yes, ma'am.
[CUSTOMER][NEUTRAL] I would imagine it, I would think it's made your life very difficult this change. Oh OK. Oh, OK.
[AGENT][POSITIVE] Yes, yes, it's been a long, long process um but if you need your commissions we can absolutely send you your commissions uh if you can send us an email and then we can, we can pass that along to you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] On
[CUSTOMER][NEUTRAL] Once you get a link though, you'll be, we'll be able to go back and see all the old stuff because we can't, we can't even go on the old website anymore, isn't that correct?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Yes, yes, that's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and how long do you think it's gonna be before the commissions and everything get get linked?
[AGENT][NEUTRAL] Um, I'll, I'll send, I'll send you an email whenever it is linked. I'll send an email to the [PII] CBS. Yes, yeah, whenever they are linked and then that way you guys are aware of what it is, um, linked.
[CUSTOMER][NEUTRAL] Do you have any idea?
[CUSTOMER][NEUTRAL] I it uh [PII] A. OK. OK.
[CUSTOMER][NEUTRAL] And then if we need anything we just contact you to get the commissions schedules and stuff, OK.
[AGENT][NEUTRAL] Yes ma'am, if, if you, if you need your permission to send an email to sales at.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][POSITIVE] And we can get that passed along for you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. Sounds great. Thanks so much. I appreciate your help. OK. OK.
[AGENT][POSITIVE] Thank you, of course, absolutely you guys have a great rest of your day.
[CUSTOMER][NEUTRAL] OK, you too. Bye bye.
[AGENT][NEUTRAL] Bye bye