AccountId: 011433970860
ContactId: a2bbdf66-a495-41bd-8563-2715e5603e97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 456049 ms
Total Talk Time (AGENT): 233763 ms
Total Talk Time (CUSTOMER): 237088 ms
Interruptions: 10
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/a2bbdf66-a495-41bd-8563-2715e5603e97_20250602T20:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I'm calling from [PII]'s office, the agent, and we were, we were trying to pull his commissions. We had gotten the email saying that his, uh, commissions were available, and when I go in to log in what we've always done it's coming up I guess with this [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, we had a whole new website that rolled out like late Friday. So now he has
[CUSTOMER][NEGATIVE] Yeah and I've been trying to register him and it's not, it's not pulling up his information.
[AGENT][NEUTRAL] OK. Yeah. Yeah, he still can't get in. OK. Hang on just a second. Let me, let me get out of the screen real quick and I'm gonna go pull him up and we'll try to see if we can figure it out and if he, we still have some people that can't get on and we're not sure what's going on. It's kind of one of them days. So sorry. Oh, nothing, nothing. OK, let me get over to the screen so I can pull him up. OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I know it. I thought, I thought, what am I doing wrong? No, you're fine.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Hang on one second.
[CUSTOMER][NEUTRAL] You know, when I pulled it up I thought oh gosh, welcome to the online service center so I went in, you know, trying to put everything in and I've done I've put it into his personal name and which it should be because that's.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Oh goodness.
[AGENT][NEUTRAL] So, are you going under his
[AGENT][NEUTRAL] OK, are you going under his personal account or is it at the agency level?
[CUSTOMER][NEUTRAL] Well, no, it's at the agency level, but, but I'm looking at the checks and it's, it's in his name [PII]. It doesn't say [PII] Insurance. It's just got [PII]. Then I got a contract number.
[AGENT][NEUTRAL] Is he the agent, isn't it?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me go under that then.
[AGENT][NEUTRAL] Hang on, let me go under [PII]. No, here he is affordable, affordable employees. OK, let me pull this up. Let's see.
[CUSTOMER][NEUTRAL] I don't know if that's
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, so what email address are you trying to reregister him with because it's like you're having to reregister for the account so what email address are you guys using for him?
[CUSTOMER][NEUTRAL] OK, it's [PII] and that's [PII], mhm.
[AGENT][NEUTRAL] OK, that's correct. Mhm. And we have his name as [PII].
[AGENT][NEUTRAL] So like when it's asking for, is it asking for his last name?
[CUSTOMER][NEUTRAL] Well it's just it's saying OK well see I said it said sign in with your email so I did or do I need to go and try to register him? Is that what I need to do?
[AGENT][NEUTRAL] When you go
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You need to you have to re-register a brand new account, so go ahead and go to if you're on there, go to, yeah, just get out of what, yes, yes, yes, go there and let's walk through it and make sure he can get in.
[CUSTOMER][NEUTRAL] So create your OSC OK.
[CUSTOMER][NEUTRAL] OK, and then go to agent or broker is that what I need to do?
[AGENT][NEUTRAL] Agent broker, mhm, yes.
[CUSTOMER][NEUTRAL] OK, yeah, last name how is it listed?
[AGENT][NEUTRAL] We have it as [PII] then [PII]
[CUSTOMER][NEUTRAL] [PII] OK and let me put in his social.
[AGENT][NEUTRAL] And what social are you putting in so I can make sure we have that right too.
[CUSTOMER][NEUTRAL] And his
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] That's correct, yes, and the zip code.
[CUSTOMER][NEUTRAL] OK, and then email on record. I got his date of birth. It's got zip code is [PII].
[AGENT][NEUTRAL] What's his date of birth?
[CUSTOMER][NEUTRAL] His um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Oh, that's correct. So let's see what happens. You should, you're supposed to get um
[CUSTOMER][NEUTRAL] Alright, let me try. OK now it says complete.
[AGENT][NEUTRAL] They should get a pin number, should be coming to his address. They should get a pin number.
[CUSTOMER][NEUTRAL] Complete your account set up.
[AGENT][NEUTRAL] Coming to his email.
[CUSTOMER][NEUTRAL] OK, let me look here and see because hey, I've gotten a step further than I have, so that's good. Let me see if it's gonna come to email.
[AGENT][NEUTRAL] Yeah, well, there's, there's some two-factor authentication stuff that you're gonna have to go through, but it's pretty easy once you can get the pin number.
[CUSTOMER][NEUTRAL] Oh OK yeah I was trying to get that so that pin number should come to his email correct?
[AGENT][POSITIVE] Yes, yes, yes.
[CUSTOMER][NEUTRAL] Yeah, it hadn't come through yet but um.
[AGENT][NEUTRAL] Let me take a look out.
[AGENT][NEUTRAL] Does it say anything else on the screen?
[CUSTOMER][NEUTRAL] Mm let me go back to your user details. It just says verification. OK, please click or let me put in the email in again, OK.
[CUSTOMER][NEUTRAL] Alright, now let me see if it's gonna send me the verification code.
[CUSTOMER][NEUTRAL] OK, maybe this is it here. Let's see. Let me try putting that in if let me go any further.
[CUSTOMER][NEUTRAL] Or verify code.
[CUSTOMER][POSITIVE] Alright, now it's telling me put in a new password good so I should be on the right track.
[AGENT][POSITIVE] Mhm mhm you're doing good, yeah, we're, we're moving along. That's great. You're doing better. Some people are still getting an error message saying they can't be found in the system, so.
[CUSTOMER][NEUTRAL] Oh, OK, well, I'm gonna let me, I'm gonna try, you mean just try to finish this right while I got you on the phone or?
[AGENT][POSITIVE] Yeah, yeah, absolutely, please. That way if you have a problem, I can go and get it reported.
[CUSTOMER][NEUTRAL] Yeah, let me
[CUSTOMER][NEUTRAL] Alright, let's see here.
[CUSTOMER][NEUTRAL] Display name. What do I need to put there? Just [PII]?
[AGENT][NEUTRAL] What's is it asking for just his uh yeah I guess however you want his name to show up.
[CUSTOMER][NEUTRAL] Well it's got um I put in the pass yeah I put in the password it's new password and it says display name.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I guess I'll tell you he wants to, yeah, that's fine, that's fine. See what it does.
[CUSTOMER][NEUTRAL] I just put [PII] and then it's got [PII].
[CUSTOMER][NEUTRAL] Alright, let me keep going continue let's see our terms and privacy policy, let's see.
[CUSTOMER][NEUTRAL] Your account has been successfully created, so go to dashboard so let me see if it's gonna let me log in.
[CUSTOMER][NEUTRAL] And I'll have to use OK OK it says send verification code. Alright, let me do that again.
[CUSTOMER][NEUTRAL] Let's see if I get one.
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] I haven't gotten the code yet. Let's see here.
[CUSTOMER][NEUTRAL] I check my spam.
[CUSTOMER][NEUTRAL] Well, see that this is what it was doing to me earlier it says.
[CUSTOMER][NEUTRAL] Welcome to the online service center. The online crates, bye bye, and then the login is completely circling. It's like it whatever I did wanna go it's.
[AGENT][NEUTRAL] Mhm. Just circle. Uh-huh.
[CUSTOMER][NEGATIVE] Yes, it's not even where I got a while ago it's not even let me do that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So it's just in a loop of circling right now?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm hoping it goes through, good grief. It's probably cause I'm, we, you know, it's probably cause a bunch of people are trying to probably trying to get back on again because we said everything was resolved, but we're still finding problems.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Everybody's trying to
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Tell you what I'll do, I'll just try to do it.
[CUSTOMER][NEUTRAL] Uh, because, because his user name is gonna be his email now, right?
[AGENT][NEUTRAL] Trying to do
[AGENT][NEUTRAL] Uh, yes, yes, everything will be off the email address, yes, and you can't have that email address like multiple times on multiple accounts, so it'd be that one email address and then if he wants to give rights to anybody once you can get in, he can like give somebody authority. There's like a manage users and he can add people to that account and give them like level one access where they can just do a change and deletes like removing people from coverage or he can give them a level 2 access where they can pull commission statements and some other things so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, and, and add other users that's whatever he wants to do. But yeah, if you wanna try to see if you can get it to go through if it's gonna go through, if not, email, but the best thing to do is if you get an error message at the end of that is to take some screenshots and email it to our sales folder.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] [PII] and let us know what you've got then we can report that over to our IT department and then once we get it resolved we'll let you guys know if you can't get on. I hope I'm hoping that you get on because I don't.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But if it doesn't up there.
[CUSTOMER][POSITIVE] Yeah, I'm gonna just wait and do I'm gonna try it in the morning I think I'm just gonna let it rest and I'll try it in the morning, hopefully I get on and if not then I'll go from there. OK, well I appreciate your help. Thank you so much.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah.
[AGENT][POSITIVE] No problem. You're most welcome. You have a great day.
[CUSTOMER][POSITIVE] All right you have a good one you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.