AccountId: 011433970860
ContactId: a5ac03d8-f748-4fde-94d9-e811cb90232c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 406250 ms
Total Talk Time (AGENT): 263183 ms
Total Talk Time (CUSTOMER): 160070 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/a5ac03d8-f748-4fde-94d9-e811cb90232c_20250609T14:37_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, yeah, my name is [PII]. I'm calling from All Atlantic Benefits. I was trying to help, uh, [PII] set up the, um, APL portal so that we can, um, invite all of the, the agents and account managers to see the groups and I just wanted to.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm. OK. OK.
[CUSTOMER][NEUTRAL] Um, there's a couple things. The email address that's tied to her account is her old email address, and it won't let me change that for her and um also it's not showing any of the groups. I wanna make sure it's like actually linked to our agency.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you're not senior groups either?
[AGENT][NEUTRAL] So did you you guys actually, so you got logged in at the agency level and you can't see any of the groups with her login information, is that correct?
[CUSTOMER][NEUTRAL] No, it's just a 0 groups.
[CUSTOMER][POSITIVE] Exactly, yeah.
[AGENT][NEUTRAL] Can you send me, can you take a screenshot of that because we're, you're the 2nd 1 today that I've had that can't see their groups once they're logged in at the agency level. Can she see your commission?
[CUSTOMER][NEUTRAL] That's.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, the commissions but not the groups.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I bet you she's gonna have to go under her broker account for that. Hang on just one second. Let me, let me go to this other screen. Give me just a second. That's what it is. I think that's what, OK, hang on. How do you spell her last name?
[CUSTOMER][NEUTRAL] Are are they gonna folded.
[CUSTOMER][NEUTRAL] Um, [PII], like [PII], [PII]
[AGENT][NEUTRAL] OK, [PII], there she is.
[AGENT][NEUTRAL] Let me look at her. Let me look at her agent account instead of the agency just to see what we had her with previously.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Because the way it's been explained, the groups are showing up, I believe under their broker account that are tied to the broker and then the agency is showing the commissions. I think that might be what's going on. Let me just see. OK, so she did have an, oh wait, is that her?
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] Is [PII], [PII], is that her? That's her. Would that be her? Let me see.
[CUSTOMER][NEUTRAL] Um, I believe that, yeah, I believe that's her maiden name, so yeah.
[AGENT][NEUTRAL] OK, because that's what she has. OK, uh, [PII]. Let me pull up her agency account. Give me just one second.
[CUSTOMER][NEUTRAL] Oh yeah, that's an old email too. All of benefits, yeah, I have the agency account is at [PII] [PII] and we don't even use that domain anymore.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, hold on just one second. Let me pull that one up to you. Goodness, because now you have to have more than one email address to access both accounts. So give me just a second and let me look at her agency real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Sorry, we're trying to troubleshoot all of this and get everything all lined up so we're running into a little bit of snags when you open up a new system. So hopefully we're we're working diligent diligently to get all this resolved. So let's see, let me get it right here.
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so this is all benefits. Is that the name of the agency? All benefits?
[CUSTOMER][NEUTRAL] Um, all Atlantic benefits, um, yeah, but all the benefits is old.
[AGENT][NEUTRAL] All Atlantic, OK, got you.
[AGENT][NEUTRAL] Got you all Atlantic.
[AGENT][NEUTRAL] Well, Atlantic benefits here we go, OK.
[AGENT][NEUTRAL] OK, so did you guys set, so were you able to set the agency account up with the accounting at [PII]?
[CUSTOMER][NEUTRAL] Yeah, that email address still forward, so I was able to get the code, but yeah, I wanna change it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. OK, good. OK. OK.
[AGENT][NEUTRAL] So once you set up the agency, did you get to a screen?
[AGENT][NEUTRAL] I don't know what's gonna happen if I change it, so I'm not gonna change that just yet because you were able to get in.
[AGENT][NEUTRAL] Um, what I can do is on her broker account I can have that email address updated. What's her new like, what would she use a different email for her broker account?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, for like her own like personal individual broker like to her, yeah, it's, it's almost the same but instead of it being [PII], it's [PII].
[AGENT][NEUTRAL] Yes, yes. Mhm.
[AGENT][NEUTRAL] All [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. [PII].
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] [PII], correct?
[CUSTOMER][NEUTRAL] Yep. Mhm.
[AGENT][NEUTRAL] OK, we, I, I need to have that updated in our system and I'll have to ask for that because there's several things that have to be updated on the back end. I'll ask about if we can reset the agency account to the accounts at [PII], but for right now I don't wanna mess with that because I don't wanna, I don't wanna mess anything up on that if she can actually see her commissions you said she can see her commissions at that level.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, yeah, let me just double check. I see.
[AGENT][NEGATIVE] She just can't see the groups.
[CUSTOMER][NEUTRAL] Yeah, when I click on the profile I'm able to see commissions and production, which is 0, but um, but when I click on groups, yeah, 0 for the for the agency or any agents like I don't have any agents in there right now anyway, but.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, perfect. OK, let me um let me get the other email updated and let me just confirm because I have a feeling that the groups are gonna show up under her broker level so at her agency level, does she have any other brokers underneath her that she would need to see the groups for that she normally did under the other platform?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I think the groups are all under her as like under her license or the agency license. She's like the principal, but there's like account managers and stuff, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you. OK, I have a feeling it's gonna be under the group level. Let me get her email address updated for the group level. Um, what's a good contact number for you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yeah, my direct number is [PII]. Uh, my name is [PII], and I'm [PII]'s assistant.
[AGENT][NEUTRAL] OK, no problem, yeah, let me get all this updated, um, and I'll get back with you and let you know when that's been updated and then we can update we can go into her broker account, um, and see if she's able to access her stuff at her broker account and if she can hopefully see her groups there, um, I think what they're trying to work on a fix to try to tie that stuff together and I'll get an update on that too because I'm not sure where we are. We had a meeting on Friday so let me start on getting that updated and I'll get back with you, OK?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright perfect thank you so much.
[AGENT][POSITIVE] No, you have a good day. I'll talk to you soon.
[CUSTOMER][POSITIVE] You too take care bye.
[AGENT][POSITIVE] Thank you. mhm, bye bye.