AccountId: 011433970860
ContactId: a4986cf1-5a5c-4c3f-9828-a576341c8ee5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1046688 ms
Total Talk Time (AGENT): 298619 ms
Total Talk Time (CUSTOMER): 360874 ms
Interruptions: 7
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/a4986cf1-5a5c-4c3f-9828-a576341c8ee5_20250617T13:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm the broker for Freddie Group of America and um now that you guys have changed your system, uh, your online portal system, um, my, uh, group, Freddie Group of America, [PII], uh, sent me a message today that she had added me and um.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] So I'm in here trying to get registered but for whatever reason it's not allowing me it says claim not verified and then it has in parenthesis email address but it's the exact same email address that you um.
[CUSTOMER][NEUTRAL] Information to it says click here to finish your registration and it says that your username under [PII] is your email address so.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I don't know what to do with it.
[AGENT][NEUTRAL] Yeah, absolutely. So did you by chance have the same login um for like the email address uh for your personal account as well as for the group?
[CUSTOMER][NEUTRAL] Uh, I don't have a personal account. I'm the broker. I only work for the group.
[AGENT][NEUTRAL] Right, right, so most
[CUSTOMER][NEUTRAL] My old username was [PII] and that was under the [PII] address um but you know this new email said email address, so my email address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, so our new logins are based off of emails so um do you look at your commissions or do you look at your personal groups, not just that one group?
[CUSTOMER][NEUTRAL] Well this is the only group I currently have.
[AGENT][NEUTRAL] OK, let me take a look then and and look in our system so you have not created a um.
[AGENT][NEGATIVE] A log in at all for any reason for yourself.
[CUSTOMER][NEUTRAL] I don't think so. I mean, I had my old one, but it didn't work any longer. This is the first time, you know, when I talked to you guys, I was told that [PII], who's the like head HR person of the group that I work with, that she had to give me access. So she did. I got your service staff center at [PII] email to me CC the [PII], and it said welcome to the online service center Fred Group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Has added you as an authorized user under their account. Please follow the instructions below. Complete your account set up. The user name for your OSC account under [PII] is your email address. Please retain this information for future use. Click here to finish your registration for assistance email, and that's or call and it was sending me to.
[CUSTOMER][NEUTRAL] 3, which is like customer service, so I thought it might be better to go to broker, so I hit 7 to get to you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And how do you spell [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then your last name?
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, and it got to a point I put in my email, it said.
[CUSTOMER][NEUTRAL] You know, verify a code. It went to my email. I got everything filled out, but when I try to click.
[CUSTOMER][NEUTRAL] Continue it says claim not verified.
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] And you are a broker?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me put you on hold for a brief second, OK?
[CUSTOMER][POSITIVE] Sure, no problem.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Morgan.
[AGENT][NEUTRAL] Can you help me with something?
[AGENT][NEUTRAL] OK, so I have this lady named [PII]. She says she's a broker. I'm not finding her in anything.
[AGENT][NEUTRAL] Um, and she said she was added to the Ferretti Group of America as a user, but where do you see where users are?
[AGENT][NEUTRAL] This is um my portal.
[AGENT][NEUTRAL] No this is [PII] like an admin.
[AGENT][NEUTRAL] I'm pretty sure it is.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] So it doesn't even have [PII].
[AGENT][NEUTRAL] Oh this is national agency.
[AGENT][NEUTRAL] And.
[AGENT][NEUTRAL] Yeah I see admin.
[AGENT][NEUTRAL] Where is that?
[AGENT][NEUTRAL] I don't think so.
[AGENT][NEUTRAL] [PII], but she's not even the agent on this.
[AGENT][NEUTRAL] I she she
[AGENT][NEUTRAL] She said she's the broker.
[AGENT][NEUTRAL] I would get back on the phone and say I'm not seeing.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] No, let me just double confirm this is the group.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] And can you repeat what the group you are calling about?
[CUSTOMER][NEUTRAL] Yeah, it's called Freddy Group of America. If you wanna hold on, I'll pull up their policy number for you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 19145
[AGENT][NEUTRAL] OK, I am not seeing you as the broker on this account.
[CUSTOMER][NEUTRAL] Uh, let's see, [PII], who is [PII]? Is that [PII]? No, that's [PII].
[AGENT][NEUTRAL] OK, so,
[AGENT][NEUTRAL] Um, [PII] is the broker, um, on this, not you.
[CUSTOMER][NEUTRAL] Yeah, I'm the account I'm the account manager.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, that.
[CUSTOMER][NEUTRAL] But we function under the broker.
[AGENT][NEUTRAL] Yes, that might be one of the issues you're having is we don't have your information in our system, so [PII] has to create the account.
[CUSTOMER][NEGATIVE] Oh yeah, so that's what we went through that and [PII] isn't gonna do that. I don't think he has access. So then that's why they said [PII] had to add me.
[AGENT][NEUTRAL] And and then add you as a user.
[AGENT][NEUTRAL] OK, let me.
[CUSTOMER][NEUTRAL] So I, I'm the account manager. I handle day to day. I'm a licensed broker also, but I'm not the one selling. I'm account manager is my position.
[AGENT][NEUTRAL] OK, yeah, so, so just yeah just so you know in our system we only have like the the broker's information in our system like we don't have everyone who is licensed um in our system so that's maybe why some of the issues are happening um but.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Well, so [PII] added me.
[CUSTOMER][NEUTRAL] Because you know I need to be able to add term full cards, full invoices as their account manager so now that [PII] has added me, how do I.
[CUSTOMER][NEUTRAL] Why am I not getting in here properly?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I am not seeing you as a username on the um OSC account.
[CUSTOMER][NEUTRAL] But I must be because how would I have gotten this email saying here click here to finish setting up your account.
[CUSTOMER][NEUTRAL] [PII] added me this morning.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Did she, and she put in your correct email because it came to your email address correct?
[CUSTOMER][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me put you on another hold.
[CUSTOMER][NEUTRAL] And I got the code.
[AGENT][POSITIVE] OK, let me put you on another hold, yeah, you're good.
[CUSTOMER][NEUTRAL] OK. Sorry.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I'm the broker
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] But she
[AGENT][NEGATIVE] It's not allowing
[AGENT][NEUTRAL] He
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, I am.
[AGENT][NEUTRAL] OK, you may need to clear your cache in your web browser, um, do you are you using Chrome by chance?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, do you see the three dots on the right hand corner?
[CUSTOMER][NEGATIVE] Yeah, but every time I do this, it makes a mess of everything. All right, hold on.
[CUSTOMER][NEUTRAL] Let me get there.
[CUSTOMER][NEUTRAL] It's the delete browsing data, right?
[AGENT][NEUTRAL] Um, if you go to 3 dots and then you go to settings and then you go to privacy search and services.
[CUSTOMER][NEGATIVE] Oh sorry.
[CUSTOMER][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] And then the clear browsing data.
[CUSTOMER][NEUTRAL] Privacy and security and then.
[AGENT][NEUTRAL] And then clear browsing data.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just that one I don't have to do anything else, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, cookies and cash.
[CUSTOMER][NEUTRAL] Or just cookies.
[AGENT][NEUTRAL] Um, I would do cookies and cash.
[CUSTOMER][NEGATIVE] Yeah, that's such a hassle because then.
[CUSTOMER][NEGATIVE] Oh my logins have to get put back in again, it's such a hassle.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, so then what do I need to do from here? So I've already got, do I have to start this whole email thing again, put in passwords and all that again?
[AGENT][NEUTRAL] And I went
[AGENT][NEUTRAL] I would exit out of the I would exit out of the browser that you were in and then I would um start the process again.
[CUSTOMER][NEUTRAL] Or can I just send a new code?
[CUSTOMER][NEUTRAL] All right, well, can you hang with me and make sure I get in?
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEGATIVE] Nope same thing claim not verified email address.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] So sorry about that um and could you just send me a screenshot of that and I can send that over to our IT department to see what's going on.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, hold on a moment.
[CUSTOMER][NEUTRAL] Let me get that here.
[AGENT][NEUTRAL] And then can you also forward that email that you received to set up the account as well?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] OK, so hold on a moment.
[CUSTOMER][NEUTRAL] OK, what email address am I sending this to?
[AGENT][NEUTRAL] If you could send it to [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, wait, let me go back. Wait, wait, wait, wait, wait. Is that [PII]?
[AGENT][NEGATIVE] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Yes, and then [PII].
[CUSTOMER][NEUTRAL] And then
[AGENT][NEUTRAL] Sales, [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, I got it at [PII] it came up now.
[AGENT][NEUTRAL] Yes, ma'am. Yes.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] And I'm sorry, tell me again, what was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII], sorry, [PII], I didn't write it down. If I don't write it down, it goes right out of my head.
[AGENT][POSITIVE] No, you're good. You're good.
[AGENT][POSITIVE] You're good.
[CUSTOMER][NEUTRAL] OK, I've hit send. I put the policy number in the first line and the cop the screenshot and then the email I just forwarded it, that's what I put it all in.
[AGENT][POSITIVE] OK perfect.
[AGENT][POSITIVE] Perfect, let me see if I got it.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] I received it
[CUSTOMER][NEUTRAL] OK. So how long do you think this will take?
[AGENT][NEUTRAL] Um, I am not quite sure, um.
[AGENT][POSITIVE] I would say maybe within the next few days, but if there's something that needs to be done urgently, you can always send us a request at that email and we can get that taken care of you.
[CUSTOMER][NEUTRAL] OK, so, um,
[CUSTOMER][NEUTRAL] Like are they gonna email me back or how how is that gonna work?
[AGENT][POSITIVE] We, we, yeah, we will, I'll be sending it off to IT and then IT will give us a response and then I will pass that response along to you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All [PII]. Well, thank you so much.
[AGENT][POSITIVE] Of course you have a great rest of your day, yeah, absolutely.
[CUSTOMER][POSITIVE] Appreciate your help.
[CUSTOMER][POSITIVE] Thanks. You too, [PII]. Bye-bye.
[AGENT][POSITIVE] Alrighty bye bye. Bye bye.