AccountId: 011433970860
ContactId: b9e7a795-cc4f-48d0-9ccb-28bc7a847d5a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 487260 ms
Total Talk Time (AGENT): 296036 ms
Total Talk Time (CUSTOMER): 211447 ms
Interruptions: 4
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/b9e7a795-cc4f-48d0-9ccb-28bc7a847d5a_20250602T15:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], yes, good morning. Uh, my name is [PII]. I'm calling from ISure Brokers. Um, I received a commission statement um email like we do every month. And now there's a new system. I'm trying to register, but I can't.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, we, uh, went live with a new on um OSC um this morning and we're having some login issues so let me just verify some information from you because we're diligently trying to resolve it. So did you, so now you have to register for a brand new account as a broker agent and with your email address. OK, you did do that. OK, perfect. Let me look you up. Give me just one second. What is.
[CUSTOMER][NEGATIVE] It doesn't work.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] But it does, it doesn't let me go, like I, I've been trying, but when I do continue, then it stays there and then it gives me an error.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Mhm. Yeah, that's what everybody's telling us. So what's your last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And what was your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, [PII], [PII], yeah.
[AGENT][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] [PII] Are you spelling [PII]?
[AGENT][NEUTRAL] Your last name [PII]. OK, that makes a difference. I put a [PII] in there. There you are, [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, but I'm not registering for me. I'm registering for the agency and the other, the other two agents that we have business under.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what group what agency is it that you're under that you're trying to do?
[CUSTOMER][NEUTRAL] Eisher Brokers, ISure Brokers.
[AGENT][NEUTRAL] I, OK. Oh, I sure, let me look into their account. Give me just a second.
[CUSTOMER][NEUTRAL] Because so now then we have, I have to register uh-huh, uh-huh.
[AGENT][NEUTRAL] I your insurance broker.
[AGENT][NEUTRAL] OK. I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] So now I have to register the agency, the agent.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So for the agency and
[CUSTOMER][NEUTRAL] So that we have so that we can have so that we can have access to the groups, right?
[AGENT][NEUTRAL] Yeah, the thing is, now it's like if I don't know if you guys just so at the agency level.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We have an email address as [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is that the email address that you tried to use for the agency?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and you still got that error message?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, which I figured that's the case because that's what's happening to almost everybody, so hold on just a second.
[CUSTOMER][NEUTRAL] So everybody, yeah, yeah.
[AGENT][NEUTRAL] So let's see, um, so when you're going in to register that, what are you putting as the last name on the account because you're going in wait let me.
[CUSTOMER][NEUTRAL] I'm not getting to a I'm not, no, I'm not getting to a last name. With the agency, I go in, um, it's asking me for the tax ID, the email, the city, and the zip code. That's it.
[AGENT][NEUTRAL] Um, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, verify the tax ID number for me to make sure we have everything correct on our side.
[CUSTOMER][NEUTRAL] [PII]. I even put the dash with no dash.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm, that's fine. OK, we have that correct. What zip code do you guys have?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What zip code are you using? Does it, does it ask you for the zip code or is it just?
[CUSTOMER][NEUTRAL] [PII]. Yeah, zip code [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I cannot get to the agency screen, so bear with me just a second. I don't know why it's not letting me see that. Give me just a second.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK it's not gonna let me go to the agency screen. Well, I can't go to any of them now. Oh wait, hang on.
[AGENT][NEUTRAL] Next, OK. Tax ID. The email is [PII] and then the city that you put in there, did you put [PII]?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm. OK, so all of that match and then when you hit next, what, what message does it say?
[CUSTOMER][NEUTRAL] I get, complete your account set up, hit continue.
[AGENT][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] Right? So I do continue.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And then it gives me error 404 and I get, welcome to API Resource Center, like log in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So, OK, and so it takes you to that page, the login page.
[CUSTOMER][NEUTRAL] Right. Mhm. It gives me like a, it gives me like a flash of the 404 error and right, right after I get the welcome to APL resources.
[AGENT][NEUTRAL] OK, so you get 4.
[AGENT][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] OK, it takes you to APL resources.
[CUSTOMER][NEUTRAL] So, it's like it's skiing, it's it's skipping the step where I get to register.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, we're aware, yeah, we're aware somebody else has reported that same thing. Everybody's having a little bit different stuff, so you're getting a flash of the 4044 error and then it takes to the resource page. um, when you're on that page, um, have you tried doing password reset?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][NEUTRAL] Sorry to hit the password reset because somebody said somebody said they did a password reset and then they got the code to log in so I'm just curious if that works for you.
[CUSTOMER][NEUTRAL] Um, I can try. Let me try.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's try. Hold on. I didn't think so, because since the other logins were not with emails. The other logins were with usernames, so I said maybe that doesn't really work.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK. I got a code. Let's see if we can do with the code.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Continue.
[CUSTOMER][NEUTRAL] An account could not be found with this provider user ID, yeah.
[AGENT][NEUTRAL] OK, that's what I figure that's what I was gonna say. OK, um, I'm gonna take this information and pass it on to our IT team. We know that there's a problem. We're sincerely apologize. We're trying to, they're working diligently trying to figure out what happened because all of this, this is an unexpected thing happening this morning, so we do apologize. Was there anything that you were needing to look up that I can try to help you with? Were you trying to get into your commission statements or anything? OK, you're.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, no, I, I was getting the commission statement, but I'm in no rush, as long as I can get it within the next week or so, that's fine. I'd rather figure out because I have to, now let me ask you, with the new system, as an agency, when I create the agency login, will I be able to see all of our groups and service them without login, or do I have to do it like the other?
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The other system that I had to have a log in for each broker and then going to each of them to service the groups.
[AGENT][NEUTRAL] I think at the agency level.
[CUSTOMER][NEUTRAL] Because the agency will only allow me, yeah, at the, the agency level really only allow me to seek commissions. I, I didn't do anything else in that, on that side.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, right, because it's at the because it's at the higher access. I do know at the individual level, everybody will have to register their own account at the individual level, um, but at the agency side you should still get the same view at the agency level. You should be able to see it because that's the hierarchy, so you should still be able to see all the groups at the hierarchy level.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, because to tell the truth to me it's, it's, it's way better. If I just have one login like I have for other carriers, the agency log in and I have access to all the groups, I can terminate employees, add employees, whatever, instead of going and remember, oh, this group is this guy and this other group is this other guy, you know, it's, it's crazy. But, but OK, OK, then now.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mm, yeah.
[AGENT][NEUTRAL] Yeah, I know the one thing is I know, I know that some brokers, they share an email address. They won't, it won't let you share an email address where you can use the same email address to log in under different groups so that that they can't do, but yeah, you should still be able to see everything at the agency level.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Perfect. OK. Should I, are you guys gonna uh let me know when this is solved?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes, yeah, there's gonna be a mass communication going out to all the brokers letting everyone know there should be something going out letting you know that we're having a problem and then um there's gonna be a communication go out once it's all been resolved. So yes, we do apologize we didn't foresee this happening, so we're trying to get it resolved and hope to have it resolved pretty soon hopefully because it's it's definitely definitely hard for everybody because they can't get into their accounts today. So anyways, but yeah, we will definitely let you know, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No worries. No worries.
[CUSTOMER][POSITIVE] That's OK. All righty. Well I, I'll wait for that. OK. Thank you. OK. Bye-bye. You too. Bye.
[AGENT][POSITIVE] OK. You have a great day. Thank you. Bye-bye.