AccountId: 011433970860
ContactId: a80ffacd-815a-47fc-8445-e06348638813
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315000 ms
Total Talk Time (AGENT): 158252 ms
Total Talk Time (CUSTOMER): 121250 ms
Interruptions: 5
Overall Sentiment: AGENT=-1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/a80ffacd-815a-47fc-8445-e06348638813_20250610T19:48_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], uh, this is [PII] at Advantage Consultants Agency. I'm calling in regards to, um, one of our clients, um, plan with you, um, and just getting a little bit more information for them. Can you help me with that?
[AGENT][NEUTRAL] Uh, I can try. What group is it for?
[CUSTOMER][POSITIVE] It's the ideal company.
[AGENT][NEUTRAL] Do you have a group number?
[CUSTOMER][NEUTRAL] 13275.
[AGENT][NEGATIVE] It's going so slow.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have a log in but I it did you guys change something because when I type in my username it.
[AGENT][NEUTRAL] Yes, you have to create your account.
[CUSTOMER][NEUTRAL] It did change OK because I don't have it I my username is like my first name and last initial, so I don't have.
[AGENT][NEUTRAL] Yeah, now it's gonna be your email address. So when you go in, you're gonna have to press create a new account and you're gonna do.
[CUSTOMER][NEUTRAL] Create your.
[CUSTOMER][NEUTRAL] Oh agent or broker.
[AGENT][NEUTRAL] Yeah, so you you have to log in as an agency, um, or either log in as a worker. Um, and if you log in as an agency, it's gonna ask you for like a tax ID for the agency. If you log in as yourself, um, it's gonna ask you for like 6 things, but what I found to be the easiest is you only need to fill out the things that have the that shows that it's mandatory.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, for some reason I know some people get a lot of errors when they try to do upload it, cause you might have two zip codes, cause you might have a business one and a home one, so it, it might not recognize it. So it's just it and then of course, it's a new system, so there are several kinks that we are finding that are messing up. So we're just having people like email sales at AM public like if they go in and they're like, OK, well now I'm logged in but I can't even see any of my commissions or I can't even see my groups or.
[AGENT][NEUTRAL] Um, cause believe it or not, it's been like one case scenarios where it's like this person can see everything and then it's like this whole other group can't see nothing and then I was just like, you know, um, I guess it's good to have new but um maybe we should do like a a trial group where we only let so many people in because when I tell you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, I just tried like.
[CUSTOMER][NEGATIVE] I just tried to create because like myself and another agent in our office has a log in from before and I tried signing in as broker agent broker with my last name email zip and birthday and it said it didn't find me or something um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Hey, don't do the zip. I've seen, I feel like every time someone puts the zip, it's always, it gives errors. So try to create it because I don't even think zip is mandatory.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No it's not OK let me see.
[CUSTOMER][NEUTRAL] No user was found with the information please try again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And you're locking in as and that's as the and my system still hasn't came up. I'm still trying to pull the group up so I can.
[AGENT][NEUTRAL] I was like, you know, if today isn't a Monday, I, I don't know what it is.
[AGENT][NEGATIVE] Or and it's not even a Monday, so even worse.
[CUSTOMER][NEUTRAL] I mean I can look for agents.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] I know I just got back from vacation so it feels like a Monday to me but it's actually a Tuesday so it's yeah I hear you yeah so I don't know if I should do this as agency or agent broker if it's not finding me.
[AGENT][NEUTRAL] Oh Jesus.
[CUSTOMER][NEUTRAL] I don't know, so the, the group was asking me.
[AGENT][NEUTRAL] So just out of curiosity, if you know the agency information, it might be easier to go that route because once you get in at the agency then you can add as many users as you want.
[AGENT][NEUTRAL] If that makes sense.
[CUSTOMER][NEUTRAL] Let me, let me see if this works with I'm just putting it now it's not finding the agency either so.
[CUSTOMER][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I don't know why it's not doing that, OK.
[CUSTOMER][NEUTRAL] Well maybe I'll wait until you see what you can see on your end.
[CUSTOMER][NEUTRAL] And then let me know what I'm supposed to do here because the group probably hasn't redone this either, you know.
[AGENT][NEUTRAL] Just get to the first screen.
[AGENT][NEGATIVE] Yeah, and it's kind of, it's bad because all the employees have to do it too. So like if they want like ID cards and stuff.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] And there were several email blasts that came that went out. So I'm wondering, and that was the other thing. I got people that are like, well, I never got an email. So I'm just like.
[CUSTOMER][NEUTRAL] Well, that's the thing, the, the.
[AGENT][NEUTRAL] I don't know.
[CUSTOMER][NEUTRAL] I don't, I don't know if we ever got one either, honestly, um.