AccountId: 011433970860
ContactId: b8ba845c-7acc-4968-a4cd-3835b05b6a68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 963479 ms
Total Talk Time (AGENT): 349171 ms
Total Talk Time (CUSTOMER): 258582 ms
Interruptions: 6
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/b8ba845c-7acc-4968-a4cd-3835b05b6a68_20250609T20:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, hell, I'm a broker for you. Is the website still the same to log into, or does it change after the [PII]?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh yeah, no, we, um, there was a mass email we there's all redone, so you have to re-sign up. You should have gotten an email with instructions on how.
[CUSTOMER][NEUTRAL] Yeah, I remember seeing something. I just don't, I mean, uh, I mean, who does the let me see if I don't remember the email that come from or?
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Um, it came from, uh, hold on a second, I now I've forgotten we've have had this conversation so many times you think I remember, um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Because our email is APL sales, but it's I think it's APL info but let me.
[AGENT][POSITIVE] Yeah for sure.
[AGENT][NEUTRAL] Um, it comes from, it comes from [PII].
[CUSTOMER][NEUTRAL] Hyphen info or?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Yes is who it comes from, but I can email you um.
[CUSTOMER][NEUTRAL] Uh
[AGENT][POSITIVE] The the set up if if needed.
[CUSTOMER][NEUTRAL] I think I see, OK.
[CUSTOMER][NEUTRAL] Oh, under that email address that's why. OK, went to a different email went to my personal email address, OK.
[AGENT][NEUTRAL] So if you wanna try to reset it um and then let us know if you have any issues.
[CUSTOMER][NEUTRAL] Now do I have to set it up for my individual as well as for my agency?
[AGENT][NEUTRAL] Uh, I, you can set it up from the agency level and have access to everything you need, but, um, and that's kind of what we've been telling people for right now because you do have to use separate email addresses for both and so some people do not have separate.
[AGENT][NEUTRAL] Email addresses that they wanna use to set up both um so if you have to then yes you can set it up from the broker aspect and then also the agency aspect but if you wanna do the agency one first and look at the views from there and decide if you want to go ahead and create the broker account as well.
[CUSTOMER][NEUTRAL] OK, so I don't really need a brokerage account. I can do any everything you're saying from the agency one there, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, OK, I got you.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, security, let me just see.
[CUSTOMER][POSITIVE] Secure.
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] I can still do the claims and everything from here too?
[AGENT][NEUTRAL] Yes, everything, um, some of the there is there are a couple errors but it's different for each person. So once you get in there and start looking around, um, the capabilities are all there. Some of them have not, it's not fully functional just yet, but it's, it's going towards that way, but you should still be able to see claims and all of that.
[CUSTOMER][NEUTRAL] Alright, so it's just me, I, I'll be fine just setting up roll it just describes me. I'll be fine just setting up the agency, right?
[AGENT][POSITIVE] Yeah it should that's what we have been advised is the best bet for right now, yes.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, you're saying that there's some.
[CUSTOMER][NEUTRAL] There's some um errors or?
[AGENT][NEUTRAL] Yeah, and so when you're setting it up, don't, don't fill out all of the information only fill out the, the ones with the asterisks so it's gonna, I think your name, your social, and your email address.
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Name, social, and email, yeah, just fill out those three things and you should be, it should be good to go.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, verification code. Alright, I see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Is there anything like when I, when I, when you, when you claimed with this, is it something that um.
[CUSTOMER][NEUTRAL] That um
[CUSTOMER][NEUTRAL] Like tells you a better status than before or it's pretty much the same as what it was?
[AGENT][NEUTRAL] So it's supposed to be easier and I'll be honest I am the newest to the team so I'm not super familiar with the previous version um this new version I find user friendly but I wasn't very like I said I I wasn't.
[AGENT][MIXED] Using the other one frequently so to me it is, but I don't have, I don't have the longevity to tell you one way or the other. I've heard good things from the brokers though that they they like the new design and that it's easier and you know there's more information at their fingertips.
[CUSTOMER][POSITIVE] I'm glad to put it on the call with.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] OK all right perfect.
[CUSTOMER][NEUTRAL] Alright, well I'll wait to see how that how that works in a second here.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright, so I'm on like the place where it says obviously pass code display name given name surname. I don't need any of that right?
[AGENT][NEUTRAL] No, just the, the, just the 3 things, yeah.
[CUSTOMER][NEUTRAL] I'm setting up the call.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then it will send you a verification.
[CUSTOMER][NEUTRAL] Uh, claim not verified it says claim not verified.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] So I'm on a part where it says verification code was sent to your inbox I verify code. I mean I gotta do that first.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm not verified. What the heck is that? I'm not verify.
[CUSTOMER][NEUTRAL] Change email I don't know and then wants me to.
[CUSTOMER][NEUTRAL] I don't know why it says claim not verified email address verified you can now continue right, continue.
[AGENT][NEUTRAL] Yeah, yeah, and then you can just go in there and play around.
[CUSTOMER][POSITIVE] This uh alrighty.
[CUSTOMER][NEUTRAL] Oh, it's not let me see if it lets me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Move forward
[CUSTOMER][NEUTRAL] OK, OK. That's you.
[AGENT][NEUTRAL] Did it allow you in?
[CUSTOMER][POSITIVE] Yeah, it, it, it, yeah, it allowed me and continued the dashboard.
[CUSTOMER][NEUTRAL] Yeah, I gotta do some verification code thing again.
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] And you guys just sell to just you guys don't sell to individuals just companies, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, I, I thought so. I was just my friend was in the office. I was like, yeah, yeah, they just, I don't sell individually. He's like, yes they do. I just, I just wonder.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, no, only, only group.
[CUSTOMER][NEUTRAL] Yeah, yeah, that's what I figured so I thought.
[CUSTOMER][NEUTRAL] Which we don't mind.
[AGENT][POSITIVE] But yeah, so I've just been telling people to, you know, look around, see what questions they have, and if you know you need anything else you can just give us a call back.
[CUSTOMER][NEUTRAL] Yeah, it's going on the dashboard now. Is it just is it just really slow down or just?
[AGENT][POSITIVE] OK, good.
[AGENT][NEUTRAL] Well, probably for right now. I think everybody is trying to get into it and figure it out and
[AGENT][NEUTRAL] Like I said, there
[CUSTOMER][NEUTRAL] So when I went into groups, it came up 0.
[CUSTOMER][NEGATIVE] Is that because I'm underneath my like my group's not showing up here.
[AGENT][NEUTRAL] Which group uh and it would, OK, let's see.
[CUSTOMER][NEUTRAL] All I
[AGENT][NEUTRAL] OK, so what is the group number?
[CUSTOMER][NEUTRAL] 21574.
[AGENT][NEUTRAL] 21
[AGENT][NEUTRAL] OK, let me get that pulled up.
[AGENT][NEUTRAL] And I'm sorry, what was your name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm, I'm sorry you cut out.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK. So, um,
[AGENT][NEUTRAL] I'm trying to see if that is one of the errors.
[AGENT][NEUTRAL] And so do you just have one group under you?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK and you said it's ally?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright
[AGENT][NEUTRAL] OK, I'm gonna put you on hold for just a second, OK?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Alright thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Well.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Sir,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, um, OK, so it looks like I'm gonna have to send in a ticket for that. I don't know why you're not able to see them, um.
[AGENT][NEUTRAL] But I will get a ticket sent in. What is the best contact number for you?
[CUSTOMER][NEUTRAL] Uh, area code [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, um, give us, you know, about give us until tomorrow and hopefully we can get it straightened out there, um, I don't, did you take over this group from someone else?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that that may be why um.
[CUSTOMER][NEUTRAL] [PII], I believe I did, yeah.
[AGENT][NEUTRAL] OK, so group [PII].
[AGENT][NEUTRAL] All right, I will put all of that information in and.
[CUSTOMER][NEUTRAL] Uh, they're always, I mean, it was my, it was someone who works for me. It was, you know, I just, we, I mean it was always my group, but I mean it was just, but yes, yeah, yeah, I, I, I understand what you mean, but I did have a user, I did have two user names, um, for this group, and I believe so I must have set up two email addresses with you to have that right?
[AGENT][NEUTRAL] Oh yeah, yeah, yeah, no, sometimes.
[AGENT][NEUTRAL] With
[AGENT][NEUTRAL] Um, what email address did you just use?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] See, I'm sorry?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'll make sure that that one is the one associated to this group as well.
[CUSTOMER][NEUTRAL] Yeah, well, my question was, um, I did have a username and passcode for my agency as well as my individual before.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So in doing so would that meant I had to give you guys two email addresses or not necessarily?
[AGENT][NEUTRAL] Not necessarily, no. Before you could use just one email and you could have 10 different groups set up, but with the new system and the way that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I got you.
[CUSTOMER][NEUTRAL] I know I had a different user name and pass code that's all that's that's why. OK, alright, alright, no problem. I just wanted to make sure because I did try the other email address and it said it wasn't found, so I got you but so it's probably the same one I set up. OK, no big deal. Alright, um, alright, so I'll just wait to hear back from you on that.
[AGENT][NEGATIVE] Yeah, yeah, uh, unfortunately.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I will go ahead and get this sent over and then yes, we'll, we'll let you know. I would say try again about this time tomorrow.
[CUSTOMER][NEUTRAL] OK, or you guys will call me if it's something before then, right? I guess.
[AGENT][NEUTRAL] Yeah, if, if, if we can't get it fixed, yes sir.
[CUSTOMER][NEUTRAL] OK, or if it gets fixed, then I just will log in and I'll see that it's fixed.
[AGENT][NEUTRAL] If it if it gets fixed, um, you are, we're just telling people to try again the following day because unfortunately with the high volume of fixes they're not able the team isn't able to call every single person um so they're only calling if there's an issue where they can't get it fixed.
[CUSTOMER][POSITIVE] Sure, I got you.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I will get this sent over right now.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] All right, perfect. OK bye.
[AGENT][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] OK, thank you. Bye bye.