AccountId: 011433970860
ContactId: a8f0deae-d4e6-4590-ade5-73687fce80a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 716909 ms
Total Talk Time (AGENT): 338000 ms
Total Talk Time (CUSTOMER): 283579 ms
Interruptions: 8
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/a8f0deae-d4e6-4590-ade5-73687fce80a1_20250609T14:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, uh, I'm a broker and I'm trying to download my commission statement, but
[CUSTOMER][NEGATIVE] It doesn't work. You have a new, a new system.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm yeah we updated yeah we updated our online platform. Who am I speaking with? Let me see if I can help get you registered.
[CUSTOMER][NEUTRAL] OSC
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] How do you spell your last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] ERG OK, give me just a second, let me get you pulled up real quick.
[AGENT][NEUTRAL] OK, and you usually, uh, view those at your broker level or do you have like an agency level that you go under?
[CUSTOMER][NEUTRAL] I'm not sure.
[AGENT][NEUTRAL] Do you, OK, so are you what agency are you attached to?
[CUSTOMER][NEUTRAL] Uh, well, I have my own agency, [PII] for INS, but I don't know, uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's what I was asking. That's what I was trying to figure out. Give me just a second. Let me pull it up here. Let me just look at your old account so I can figure out what you have. Give me just one second. OK, so you don't have your broker. You didn't set up your broker. It must be your agency. So let me go look into your agency. What's the name of your agency? Is it Michael For Insurance Incorporated?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Michael for uh Michael for INS.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's what, OK, let me go over to that one. I think that's what you need to go under.
[AGENT][NEUTRAL] Yeah, that's the one you have set up. OK, so let's see your OK, so your email address is [PII]. OK, you need to go to
[AGENT][NEUTRAL] Uh, can you open up a browser in Chrome Google Chrome, and I can walk you through this.
[CUSTOMER][NEUTRAL] Yeah, I'm, I'm on now. I'm on it says welcome to the online service center to log in.
[AGENT][NEUTRAL] Yeah, OK, yeah, so hold on, let, let me pull, go ahead.
[CUSTOMER][NEUTRAL] And I that it also says it also says create your OSC account.
[AGENT][NEUTRAL] Yeah, that's what you wanna click on you wanna click on create your OSC account.
[AGENT][NEUTRAL] And you want
[CUSTOMER][NEUTRAL] OK, so I do that under the agent or broker or under the agency.
[AGENT][NEUTRAL] You need the agency because it looks like you were signed on at your agency level previously so click on agency and then click next.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you only need to put in.
[CUSTOMER][NEUTRAL] OK, you can see I click.
[AGENT][NEUTRAL] Tax just put the ones that have the red asterisk, so put your tax ID number in there.
[AGENT][NEUTRAL] Which is the [PII].
[CUSTOMER][NEUTRAL] Hold on
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me just fill this in.
[CUSTOMER][NEUTRAL] It's always when they don't have time that these things change.
[AGENT][NEUTRAL] I know, I get it and then make sure you use the email address [PII]. Don't put in the city.
[CUSTOMER][NEUTRAL] Right, I, I got that.
[CUSTOMER][NEUTRAL] Complete your account set up.
[AGENT][NEUTRAL] Yeah, yes, yes.
[CUSTOMER][NEUTRAL] OK, so I have my email address in again.
[AGENT][NEUTRAL] Yeah, cause you're gonna get a pin. Once you do that, you're gonna get, it's gonna send you a pin, so you'll have to enter the pin once it comes to that email address. It should, you know, it takes, OK, gotcha.
[CUSTOMER][POSITIVE] Yeah, I get it I get it new password.
[AGENT][NEGATIVE] Gotcha.
[CUSTOMER][NEUTRAL] Display name, given name, surname, I
[AGENT][NEUTRAL] I don't know if you actually have to fill that out or not but ask for that. I can't see that screen, so I don't know exactly what all that has on there. I just know that you have to do the email and the pen.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I need to send verification code first, OK.
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So it's gonna send it to my email.
[CUSTOMER][NEGATIVE] I have to wait to get the email.
[AGENT][NEUTRAL] It takes a, it takes a second. It takes a few seconds. I will say it does take a few seconds.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So now your your username now is gonna be your email address and once you go through all of that when you sign back in sign back in you'll sign in with your email address and your password that you created.
[CUSTOMER][NEUTRAL] Yeah, that's, that's, that's what it was before, so.
[AGENT][NEUTRAL] Yeah, yeah, and then you'll get a pin each time for the authentication coming to you and then you can get into your account.
[AGENT][NEUTRAL] I think it sends it every time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I need this.
[CUSTOMER][NEUTRAL] Verify code.
[CUSTOMER][NEUTRAL] Change email?
[AGENT][NEUTRAL] You don't have to.
[CUSTOMER][NEUTRAL] Claim not verified.
[AGENT][NEUTRAL] Yeah, you, does it, what's it saying you shouldn't have to change your email.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Well, that's what it's telling me.
[AGENT][NEUTRAL] No, you don't have to.
[CUSTOMER][NEUTRAL] Email address that you can confirm it says change email.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, that's if you need to change it, so you don't, you don't need to change your email. You've got your email in there.
[CUSTOMER][NEUTRAL] OK, wait, wait, OK, so I'm saving that there. I agree to terms, privacy accepted. I agree to privacy policy.
[AGENT][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Your account has been successfully to go to dashboard.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][MIXED] It's a pain in the neck, but probably only the first time.
[AGENT][NEUTRAL] Yeah, getting it set up is the hardest part. Once you get past that, then you should be good to go.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so I'm signing on.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Now I got to send the verification code again.
[AGENT][NEUTRAL] Yeah, they've added the two-factor authentication for security.
[CUSTOMER][MIXED] It's really a pain in the neck, but OK, so now I gotta wait for another email with another verification code.
[AGENT][NEUTRAL] Yeah, I get it.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] Now does the dashboard change? I gotta learn this all over again.
[AGENT][NEUTRAL] Yeah, yeah, so everything should be on the left hand side there should be tabs so there's um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, how do I get, I just want to print my commission, so what do I?
[AGENT][NEUTRAL] Does, does it have a tab on there for commissions for you on your dashboard?
[CUSTOMER][NEUTRAL] No, it has a resource center maybe it's on there.
[AGENT][NEUTRAL] Go there and see.
[CUSTOMER][NEUTRAL] Let's see, home products about APA billing business convention enrollment may I start underwriting no.
[AGENT][NEUTRAL] No, that has nothing to do with your account. That's bizarre. So does it, does it have a settings tab?
[CUSTOMER][NEUTRAL] Let me see agents.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] So that has me there, OK.
[AGENT][NEUTRAL] I just
[AGENT][NEUTRAL] You can add people, you know, let me hang on a second, let me grab my
[AGENT][NEUTRAL] So it took you to the resource center. It didn't take you into your account. I that that's what sounds like what happened, which shouldn't, it should take you to your account so you can see all of your stuff. So give me just a second, let me look at something.
[AGENT][NEUTRAL] What, so
[CUSTOMER][NEUTRAL] OK, I don't see where.
[AGENT][NEUTRAL] OK, something's not connecting on your side, so I'm gonna have to, can you email me a screenshot of that? Do you know how to take a screenshot?
[CUSTOMER][NEGATIVE] I really, I don't have time for this note. I, you know, they should, they should have these things that it works when you set it up.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Right, yeah.
[AGENT][NEUTRAL] What, what are you what are you trying to view so I can just come and pull it for you.
[CUSTOMER][NEGATIVE] Just, just the last one, what the hell was it?
[CUSTOMER][NEUTRAL] I checked my account. I was on I was on vacation so.
[AGENT][NEUTRAL] The one for May.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Was it APL?
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] I'm pulling it up now. Give me just a second. Let me see.
[CUSTOMER][NEUTRAL] $208. That's [PII], $208.41. It was probably [PII] or [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, yeah, yeah, the end of May. OK, yeah, I can send I can email that to you. I'll send it to your email address if that's OK. I'll send that over to you. OK, and then I'm gonna report your issues.
[CUSTOMER][NEUTRAL] Email it to me
[CUSTOMER][NEUTRAL] Yeah, OK, email me.
[AGENT][NEUTRAL] OK, and then I'm gonna report your issue to our IT team that you could that took you to the resource center and they need to get it fixed so I'll get back with you, um, as soon as I get an update on that and let you know I'll email you or call you. Is this your number, the [PII]? Mhm I'm sorry.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, should it be
[CUSTOMER][NEUTRAL] What is it?
[CUSTOMER][NEUTRAL] But [PII], no, no, not that, not the [PII] use use my cell number [PII].
[AGENT][NEUTRAL] OK. OK. OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] [PII]. OK, perfect. I will get back with you. I've, I've reported it and mhm yeah.
[CUSTOMER][NEUTRAL] Right now, where would it, where would it be, where would it normally be under dashboard agents groups?
[AGENT][NEUTRAL] You, you should, you, it should be under your dashboard and we'll click what do what do you see right now? Do you see anything at all for a dashboard?
[CUSTOMER][NEUTRAL] for dashboard it says my metrics it says 0 groups active groups 0 view groups. Now I've had a group with you for years, a large group.
[AGENT][NEUTRAL] So you can't see your group. Hmm, interesting. OK, I need to add that. OK. Mhm.
[CUSTOMER][NEUTRAL] View groups, let me see, view groups it doesn't show anything.
[AGENT][NEUTRAL] Mm, OK, and that's at the bottom of the page? OK.
[CUSTOMER][NEUTRAL] Active agents, it has, it has me as the active agents.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So it has that.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, but that's it.
[AGENT][NEUTRAL] That's it. You can't see it. OK, OK.
[CUSTOMER][NEUTRAL] And it has agents the same thing is active groups is um let me just put in where it says search uh.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, I'll try that.
[CUSTOMER][NEGATIVE] No, nothing works there. It says 0 active, 0 inactive, all 0, so that's not working.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, OK, so that's not working, so you can't see your groups either. OK, um, yeah, I'm gonna send, I'm gonna report all of that. Thank you for checking that out, and, and I've got your commission statement, the 208-41. I'm getting ready to send that over to you. So yeah, let me report to all of this, and I will get with you and let you know when that's been resolved. I apologize for this. We did, you know, we're trying to work out the kinks right now.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Well, I thank, I thank you for your help. You, you've, you've been very nice, so I got no complaints.
[AGENT][NEUTRAL] OK, we
[AGENT][POSITIVE] Thank you. Well, I will, I'll get in touch with you just as soon as I hear back, OK?
[CUSTOMER][POSITIVE] That's fine, thank you, bye bye.
[AGENT][POSITIVE] OK, you have a great day. Talk to you later bye bye.
[CUSTOMER][NEUTRAL] It's