AccountId: 011433970860
ContactId: ca4a6856-6344-44cf-b028-ec5a5f1a7fea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1154560 ms
Total Talk Time (AGENT): 278301 ms
Total Talk Time (CUSTOMER): 393606 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/ca4a6856-6344-44cf-b028-ec5a5f1a7fea_20250623T14:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, hi, I, I've been trying to, um, log in into the account, the new, uh, uh, SC.
[CUSTOMER][NEUTRAL] Um, but I haven't been able to every time I try to get in, I'm an agent and I tried to get in there, um, they ask me for verification code. I get the verification code, and then, uh, it gets into a loop. They tell me to change the email, um, then I'll verify the email when I do that is it it tells me get that I get a get a verification code and then and so on and so on.
[AGENT][NEUTRAL] Huh, OK, um, so do you already have an account or are you trying to create an account?
[CUSTOMER][NEUTRAL] Um, I did create an account already.
[AGENT][NEUTRAL] OK, OK, and then so you're just getting um it it's saying to send a verification code to you and it's telling you to change your email?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, OK, let me put you on a brief hold um and see if IT is aware of this issue, OK?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Sir, are you still there?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Let me just get a little bit of information from you. Um, what is your first name and last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And do you by chance know if you are trying to log into your personal account or an agency account?
[CUSTOMER][NEGATIVE] I have no clue what it is. I'm getting all confused here.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, yeah, I get it I get it. OK, um, would you be able to send us screenshots of what you are seeing? Um, we just haven't experienced this issue before and so I'm gonna send it to IT and see if they can assist you with it.
[CUSTOMER][NEUTRAL] OK, hold on one second.
[CUSTOMER][NEUTRAL] And she goes I do OK, how many, um, I mean which ones are these we supposed to have because I have two supposedly two accounts. One is um uh for the groups that we have and then, uh, and the other one is the, uh, the commissions are those two separate ones or OK, but.
[AGENT][NEUTRAL] Yes, yes, those are our two separate ones. Um, I can see if possibly we can link your accounts together if you are the primary person on the agency. Do you, do you know if you are?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes I am yeah I am the principal, yeah.
[AGENT][NEUTRAL] OK, OK, OK, um, what is the agency that you are um a part of or that you are the primary contact for?
[CUSTOMER][NEUTRAL] Um insurance consulting group.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK yeah I can see if we can get that linked together for you so that way you can just have one account um it may take a little bit but I can see if we can do that for you um but in the meantime if you could send us um or send me an email with what you're receiving and that way I can have IT troubleshoot that for you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, but the, the only thing is, OK, it's just I mean it says welcome to the online service center.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And and then uh and then I, I tried to log in with the passwords that I have.
[CUSTOMER][NEUTRAL] Uh, hold on one second, let me just, uh, which one should I use the one, the, the for the groups or for the.
[AGENT][NEUTRAL] What, what are you trying to do, I guess.
[CUSTOMER][NEUTRAL] OK, right, right now I just wanted to see the groups, but I also, also I wanted to see the commissions, but right now how do they, they both the same, you know, uh, logins.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Of what I, what it shows here I mean the uh um the the website is the same one or the login is, is, you know, they.
[AGENT][NEUTRAL] Yes, so is your email the same for your personal account and your agency account?
[CUSTOMER][NEUTRAL] Yeah, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and you set up the account and you've logged into both of the accounts.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK. OK, let me put you on a brief hold then, OK?
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yeah, hi, yes.
[AGENT][NEUTRAL] OK, so, um, I'm not able to find you a solution right now, so we're just gonna have to do a little bit of research as to what's going on. Um, is a good phone number to call you back at at [PII]?
[CUSTOMER][NEUTRAL] 3, I'm sorry, [PII], what was the number again?
[AGENT][POSITIVE] Yeah, absolutely. [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, the one that I'm calling you from. That's why I didn't recognize it. OK, now let me give you the main number because that is like a routing number. So, OK, so it's uh [PII] I mean [PII].
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me give you my cell phone number also, so, OK, I haven't, OK, I just, I log in actually I mean clicking again clicking again I did, yes, but it doesn't show anything on it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, you did?
[AGENT][NEUTRAL] It doesn't show like commissions or groups.
[CUSTOMER][NEGATIVE] There's no groups, there's nothing, nothing. There's groups, nothing. This is I signed up to for the groups and there was like nothing in there so.
[AGENT][NEUTRAL] OK, could you send me a screenshot of that so I can, I can provide that to the IT department?
[CUSTOMER][NEUTRAL] Yeah, hold on one second, let me, one second, I think it's got me out of here, uh, wait.
[CUSTOMER][NEUTRAL] Search
[CUSTOMER][NEUTRAL] Uh, just the commission guidelines. Let me see home.
[CUSTOMER][NEUTRAL] Um, how do I get back to that, um.
[CUSTOMER][NEUTRAL] This is uh.
[CUSTOMER][NEGATIVE] A little bit complicated though.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Your website.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] I, I very, uh, I usually a lot more friendlier than this.
[CUSTOMER][NEUTRAL] Um, so this one takes longer. It was easier before, I don't know.
[AGENT][NEUTRAL] Yes, yes, it was.
[CUSTOMER][NEGATIVE] Somebody, this one is not that friendly and takes forever. Like I'm right now thinking is this right here in groups and it's like nothing. I can't, it doesn't, I mean you know it's working but it doesn't come through.
[AGENT][NEUTRAL] Yeah, it's, uh, I've experienced myself that it hasn't been the quickest when it loads stuff.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, no, I saw an email like, you know, actually quite some time ago that it says that you guys were working on that.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] On a technical issue and uh.
[CUSTOMER][NEUTRAL] But um yeah but it hasn't been results alright let's see uh screenshots.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] One circle my ear.
[CUSTOMER][NEGATIVE] On this screenshot doesn't show everything that I need.
[CUSTOMER][NEUTRAL] I mean, if I send you the one that it says.
[CUSTOMER][NEUTRAL] Just uh
[CUSTOMER][NEUTRAL] One second, let me see agents.
[CUSTOMER][POSITIVE] Um, I just gonna print it's a lot easier for me.
[CUSTOMER][NEUTRAL] So I can put it in the PDF and send it to you.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yeah, it doesn't say anything right, so what's your um your email?
[AGENT][NEUTRAL] Yes, it's gonna be [PII]
[AGENT][NEUTRAL] Dash
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Gosh
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] [PII],
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII],
[AGENT][NEUTRAL] [PII],
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII],
[AGENT][NEUTRAL] [PII],
[AGENT][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] [PII], um.
[CUSTOMER][NEUTRAL] I'm sorry, what was that one?
[CUSTOMER][NEUTRAL] What, what was the last one?
[AGENT][NEUTRAL] Uh, it's gonna be the word public, [PII], [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So, OK, go ahead. I'm sorry, in the next one and I'll repeat it back to you.
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] [PII], [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright, so let me see, OK.
[CUSTOMER][NEUTRAL] Um, [PII] [PII] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So it's um,
[AGENT][NEUTRAL] After the [PII] part.
[AGENT][NEUTRAL] It's gonna be
[CUSTOMER][NEUTRAL] Yeah, the [PII].
[AGENT][NEUTRAL] And yes, and then [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, it is on. OK, that's the.
[AGENT][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] Oh sales. OK, [PII] sales I [PII], uh, OK.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So just AM public, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, one second.
[CUSTOMER][NEUTRAL] Uh, [PII], OK.
[CUSTOMER][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] And so I, I just wanna make sure that I guess I'm, I'm will be researching the correct issue is to make sure that your brokerage and agency account is linked together and then also to um help figure out as to why your groups and commissions are not showing up.
[CUSTOMER][NEUTRAL] Yeah, I just, I, I, I mean, I, I need guidance on everything else because you know we, I mean it was really easy before now, you know, I don't not, not that I'm an expert, but I'm also not that.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I can, I can read these things and I, uh, don't, I can't, and this one is because I, I don't know which one is which and you know, and so on it's not uh an easy, uh.
[AGENT][NEUTRAL] Yeah, so when you, you press groups, you don't get any groups.
[CUSTOMER][NEUTRAL] No, no groups whatsoever. I get agents, uh, it shows insurance consultant group and my my my I mean my email, the main contact, the address, and that's it, and then, uh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Then on settings, you know.
[CUSTOMER][NEGATIVE] Yeah, that's it. It says show manage users. It says nothing. So and then when I add myself I can't because it says I'm already in it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But the dashboard says Active Group 0 and Active agents 1, which probably, you know, and it says insurance consulting group that's what it is it's under there because this is probably the company one.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] And then uh let me see the profile.
[CUSTOMER][NEUTRAL] Yeah, that's what he has right there email.
[CUSTOMER][NEUTRAL] But the uh mailing address.
[CUSTOMER][NEUTRAL] And my email. OK, that's it. I mean it is simple. I'm not saying I mean I I like when it's simple, but, but then again you can't really there's nothing in there, so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I need to to get everything right um and then both, you know, to see how I signed for both for for commissions and for everything else and obviously for.
[CUSTOMER][NEUTRAL] Uh, to add somebody here that does all the, uh, uh, I mean to look at the groups so.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The the one member of my team that does the uh looking into.
[CUSTOMER][NEUTRAL] One specific group.
[CUSTOMER][POSITIVE] All right, thank you so much I appreciate that.
[AGENT][POSITIVE] Thank you [PII] have a great rest of your day.
[CUSTOMER][NEUTRAL] Somebody's gonna call me or?
[AGENT][NEUTRAL] Yes, sir. Yes, sir.
[CUSTOMER][POSITIVE] OK, wonderful, thank you. OK, bye bye bye.
[AGENT][NEUTRAL] Of course bye bye.