AccountId: 011433970860
ContactId: a0cbc981-2351-48a5-ac05-fb6b115654fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 393420 ms
Total Talk Time (AGENT): 177064 ms
Total Talk Time (CUSTOMER): 178669 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/a0cbc981-2351-48a5-ac05-fb6b115654fe_20250324T18:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh hi [PII]. Good afternoon. This is [PII] with RDA Benefits Group. How are you?
[AGENT][NEUTRAL] I'm well. How are you?
[CUSTOMER][NEUTRAL] Good good good um I'm online in your broker resource center and it's saying that I gotta call you for a passcode I'm I'm trying to get in maybe you can direct me into my groups that they renew in April um that they had a plan change and I wanna see if I can download and get their new ID cards myself.
[AGENT][NEUTRAL] So you're just trying to get into the online service center, is that right?
[CUSTOMER][NEUTRAL] Yeah it's the broker well you tell me I mean I'm trying to figure out where to go to sign in um because I can view my commissions that's not a problem. I'm trying to get into the resources where I could find the group's ID cards.
[AGENT][NEUTRAL] And did you log under log in under the broker portal or like the agency portal?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I went to [PII]. I don't know. I'm, I'm looking at APL. It says solutions products for brokers for groups.
[AGENT][NEUTRAL] Does it say on the
[CUSTOMER][NEUTRAL] Um, it says broker resource center.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, give me just a second. I'm gonna see.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 868 8.
[CUSTOMER][NEUTRAL] Go get a post.
[CUSTOMER][NEUTRAL] um
[CUSTOMER][NEUTRAL] Yeah it says welcome RDA benefits group when I go to sign in but that's just my commissions. I don't see.
[CUSTOMER][NEUTRAL] My group name under here or anything I mean I doesn't hasn't loaded American Electric in here I don't know, no idea.
[AGENT][NEUTRAL] And so whenever you logged in you your username was [PII] and then you put in that.
[AGENT][NEUTRAL] Um, password, is that correct?
[CUSTOMER][NEUTRAL] Yeah and then um.
[CUSTOMER][NEUTRAL] Yeah yeah.
[AGENT][NEUTRAL] So you should be able to scroll down.
[AGENT][NEUTRAL] And then right underneath the box that has your commissions you're gonna see where you can pull like a date for your commissions and then I think it should be right under that it should say my groups.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And does it have your groups listed?
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] The one I have is American Electric that I just picked up a BOR for. It's not listed under here yet it's um.
[AGENT][NEUTRAL] Well, it could be, let me check that though because
[AGENT][NEUTRAL] It could still be in the process of getting switched over so hold on let me see you said American Electric, is that correct?
[CUSTOMER][NEUTRAL] Yeah, 2 264-22 is the group number if that helps you.
[AGENT][NEUTRAL] Yeah, that does. 264.
[CUSTOMER][NEUTRAL] 422.
[AGENT][POSITIVE] 22 perfect thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, I don't know, you're there, says [PII], um.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, because [PII] is my main contact there, um.
[CUSTOMER][NEUTRAL] In [PII] here, [PII], I think is his last name. I mean, I asked him, but the group, the group is asking for their ID cards because they had a plan change, and he told me I would get them electronically so I don't know who can help me with that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I just I'm wondering.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Yeah, you'll you'll definitely get them electronically um but you can.
[AGENT][NEUTRAL] Let me, um, you called me on just like our broker resources phone number. Do you mind if I throw you an invite to a teams meeting really fast so you can share your screen with me so I can see exactly what you're seeing because you should be able to drop down and see the groups that are underneath you with the agency log in. You also have a log in for your um broker.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Portal. Do you wanna try that one, right?
[CUSTOMER][NEUTRAL] Well, I'm in the broker. I'm in the broker portal side.
[AGENT][NEUTRAL] Oh, you OK, well you still should be able to see your groups so you don't, you're not under the agency correct? Just the broker part of it?
[CUSTOMER][NEUTRAL] I, that's
[CUSTOMER][NEUTRAL] No, I'm I'm on, I'm on brokers, yeah, it's definitely for the brokers.
[AGENT][NEUTRAL] OK, that might be.
[CUSTOMER][NEUTRAL] So,
[AGENT][NEUTRAL] Let's see, do you know who has the [PII], this username [PII] that is you, OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] That's me.
[CUSTOMER][NEUTRAL] That's me, it's just me here. I'm, I'm the only person.
[AGENT][NEUTRAL] Gotcha. It does, I think.
[CUSTOMER][NEUTRAL] [PII] is me. Mhm.
[AGENT][NEUTRAL] Yeah, you should still be able to be seeing, hold on just a second, it should still be working for you, so, um.
[CUSTOMER][NEUTRAL] Yeah sure.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Not seeing no bleeding.
[AGENT][NEUTRAL] Bye.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] I guess someone just has to link me to the system I guess.
[AGENT][NEUTRAL] Well, and it should, I don't know like when the actual change was made that could be what we're waiting for like if you were just now associated with this group like this.
[CUSTOMER][NEUTRAL] Well, I took it over at the end of I took it over and.
[CUSTOMER][NEUTRAL] To the [PII] 3rd week of February.
[AGENT][NEUTRAL] Yeah, no, it should be.
[CUSTOMER][NEUTRAL] Um, so I think I've already been paid like I know how the system works because I used to have more groups with APL, which hopefully I'm gonna bring over more business so I know how that screen works, so I should be able to like go under group name and click and see the group and then hit it and then be able to retrieve the ID cards, but unfortunately that's not happening.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Do you see my email that just came through? Might just take just a second.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Microsoft Teams mhm OK.
[AGENT][NEUTRAL] Mhm. Can you log, can you join, can we, I'm gonna hang up with you on this phone and can we switch over to this one so I can actually see what you're looking at?
[CUSTOMER][NEGATIVE] OK, well you can take over my screen right? because I don't even.
[AGENT][POSITIVE] Yes, I can, yes.
[CUSTOMER][NEUTRAL] OK, so hang up with you now with this phone?
[AGENT][POSITIVE] Yes, yeah, hang up with me and then jump on the meeting. Thank you.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] OK thanks OK.