AccountId: 011433970860
ContactId: cd8a7602-df20-427b-b971-54d66f7fee76
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 732700 ms
Total Talk Time (AGENT): 397829 ms
Total Talk Time (CUSTOMER): 332615 ms
Interruptions: 15
Overall Sentiment: AGENT=1.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/cd8a7602-df20-427b-b971-54d66f7fee76_20250620T20:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from broker's office, Brown and Brown. Um, I received a registration link and for some reason I'm getting an error, um, to register for an account, so I'm just looking for some assistance.
[AGENT][NEUTRAL] OK, so you're trying to register for the online service?
[AGENT][NEUTRAL] Center, like the LSE.
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] Let's see what it's called exactly. it just looks like the APL portal. I, I'm assuming broker access.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] I the registration, um, it says click here to finish registration for broker resources.
[AGENT][NEUTRAL] Did you get an email or you doing it off the website?
[CUSTOMER][NEUTRAL] Email, I received the email.
[AGENT][NEUTRAL] Hm, OK, so and are you needing to pull commissions?
[CUSTOMER][NEUTRAL] I'm sorry, what was that?
[AGENT][NEUTRAL] Yeah, are you needing to pull commissions for somebody?
[CUSTOMER][NEUTRAL] No, no, no, no, I just need to log into the account. We have a client that we need to, um, let's see enroll her in benefits, so, um, I'm working on the account and I just need to go into enroll her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] And you're with Bron and Brown, correct?
[CUSTOMER][NEUTRAL] Yes, I'm an account coordinator of Bron and Brown.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and which brown and brown are you with?
[CUSTOMER][NEUTRAL] I'm in the [PII] office, [PII].
[AGENT][NEUTRAL] Do you have your tax ID?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] I have it somewhere here. If you just give me a minute, I can provide you with that.
[AGENT][POSITIVE] Yeah, yeah, take your time.
[CUSTOMER][NEUTRAL] OK, let's see, I know it's somewhere here. OK, the tax ID number is [PII].
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, I think I got it. I think I just didn't say that one. Let's see, um.
[CUSTOMER][NEUTRAL] OK, OK, OK.
[AGENT][NEUTRAL] And you're out of [PII]?
[CUSTOMER][NEUTRAL] No, no, in the [PII] office, [PII].
[AGENT][NEUTRAL] We've got lots of brown and brown, so bear with me.
[CUSTOMER][NEUTRAL] You got one.
[CUSTOMER][NEUTRAL] Where are you?
[CUSTOMER][NEUTRAL] I don't know if maybe for some reason I have had an account and I just forgot that I did or not. I'm not too sure what's going on.
[AGENT][NEUTRAL] Well, we, yeah, no, that's OK, we launched a new OSC on [PII], so regardless of having an account prior all brokers, agency groups and insured have to create a new account moving forward.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So I just wanna make sure yeah so I'm just trying to um just clarify because this we we do about 15 or 20 of these a day when it comes to the new online service center of helping people so I just wanna make sure that I'm doing correctly.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, no, that makes more sense. I was out on maternity leave and my um current supervisor did inform me that thank you. Um, everything's a blur. Um, so my
[AGENT][POSITIVE] Oh yeah, congratulations.
[AGENT][POSITIVE] Yes, that's awesome.
[AGENT][NEUTRAL] Oh, yes.
[CUSTOMER][NEUTRAL] My supervisor told me that it's something along those lines that someone received the link that they had to register again. OK, so that makes sense.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes. So is the email [PII]?
[CUSTOMER][NEUTRAL] OK, I don't know about that email. I can tell you that um.
[CUSTOMER][NEGATIVE] My current supervisor sent me a because she has access to um authorized under her account to to like send us the links and she's the one that sent me the link but when I click the link it's giving me an error that says um claim not verified because of my email so.
[AGENT][NEUTRAL] OK, what is, so what email are you trying to put in?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My email is [PII].
[CUSTOMER][NEGATIVE] That's the one that um it's giving me issues for.
[AGENT][NEGATIVE] OK, it shouldn't.
[AGENT][NEUTRAL] It shouldn't because if you're, if you haven't registered, then it shouldn't mess up your email. OK, will you do me a favor?
[AGENT][NEUTRAL] Will you go to your browser on your computer, so you're on your either Chrome or Edge, and go to the top right and you're gonna see three dots in a straight line. Can you click that, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep, I'm there.
[AGENT][NEUTRAL] And then you're gonna go to settings. It's a 3rd from the bottom.
[CUSTOMER][NEUTRAL] I'm there.
[CUSTOMER][NEUTRAL] OK, one second. OK.
[AGENT][NEUTRAL] Mhm. And then you're gonna go to, it's the 3rd from the top, privacy and security on the farthest left.
[CUSTOMER][NEUTRAL] I think privacy search and services. Is that the same thing?
[AGENT][NEUTRAL] Do you see, do you, yeah, do privacy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then do you see delete browsing data?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I see clear browsing data.
[AGENT][NEUTRAL] OK, that's OK. Clear browsing data and then I don't know if it has what yours looks like, but mine is checked marked with cookies and cache images and files. Do you have both of those clicked?
[AGENT][NEUTRAL] Or do you see both of those?
[CUSTOMER][NEUTRAL] It says cookie and other site data, catch images and files.
[AGENT][NEUTRAL] Yes, so make sure that those two are clicked. You don't have to do all the other stuff.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so I, um, do it for what? The last 4 weeks, 7 days, 24 hours?
[AGENT][NEUTRAL] And then, mhm.
[AGENT][NEUTRAL] Um, just, yeah, all time, just do it for all time.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then do delete data.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 1 2nd.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then I want you to go back to that, OK, and you, you should be good and then I want you to go back to your data or excuse me, your email, and I want you to try to log in again with your email address because it should, it should work. Your email address should not be causing.
[CUSTOMER][NEUTRAL] I think I did it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Initials, OK, let's see. Let's go back to it. Click here to finish your registration. I'm going back to it.
[AGENT][NEUTRAL] You ear.
[CUSTOMER][NEUTRAL] And the window that opens ask me for my email.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] And then it's asking for a new passwords. Let's try this out.
[CUSTOMER][NEUTRAL] Displaying, do I need to fill that out? Displaying.
[AGENT][NEUTRAL] What is it? I'm sorry?
[AGENT][NEUTRAL] Just put your first name.
[CUSTOMER][NEUTRAL] It just says displaying.
[AGENT][POSITIVE] Yeah, just put your first name. It'll just show us who has access to this account and you can just copy and paste your name all the way down or type however it works.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, I need to do another password. It's telling me this one doesn't work.
[CUSTOMER][NEUTRAL] Let's try again.
[CUSTOMER][NEUTRAL] And let's try again.
[CUSTOMER][NEGATIVE] Yeah, it's still telling me claim not verified email address.
[AGENT][NEUTRAL] What is claim, claim not verified? C L A I M?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What is claim verified claim, OK, do you mind taking a screenshot of that and sending it to my email so I can see what you're seeing?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh wait, wait, it says here send verification code. Verification is necessary, please. OK, OK, let me click that.
[AGENT][NEUTRAL] Yeah, there you go.
[AGENT][NEUTRAL] Yeah, yeah, OK.
[CUSTOMER][NEUTRAL] Um, waiting, sorry about that.
[AGENT][NEUTRAL] No, you're OK.
[CUSTOMER][NEUTRAL] My mom brain.
[AGENT][NEUTRAL] Girl, don't even start. Is this your first one?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEGATIVE] Yeah, he's my first and I'm going crazy. It's so bad.
[AGENT][POSITIVE] Yes, welcome. Yes, welcome.
[AGENT][POSITIVE] We are all crazy over here and we accept you, um, two boys.
[CUSTOMER][NEUTRAL] How many do you have?
[AGENT][NEUTRAL] What do you, what did you have?
[CUSTOMER][NEUTRAL] Oh, I have a girl. I have a girl.
[AGENT][POSITIVE] Oh yay, congratulations! Is she not like the most perfect thing in the entire world?
[CUSTOMER][POSITIVE] Thank you, thank you.
[CUSTOMER][POSITIVE] Oh, she's for sure the most perfect thing in the world.
[AGENT][POSITIVE] And you love the way that she smells, right? Like her smell is just
[CUSTOMER][POSITIVE] Oh my gosh, she's, I'm like, she can do no wrong. She can smell no wrong, she can, she's just perfect.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, clean, just wait until she starts talking, cause my boys are [PII] and [PII] now, and they're perfect, but oh my gosh, when they start getting to that age, you're just like, what in the world? Just remember that, remember that as right now, in the next year.
[CUSTOMER][POSITIVE] I love it.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This will feel like it's the hardest time in in your entire life. Just know that I promise when you get to where I am, that you would give anything in the world to go back to baby newborn snuggles and smells. So literally take every day slow.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] And breathe, and remember that whatever struggle you're feeling or whatever you're feeling is not gonna last long, and like you will get out of this, but you will miss it so much. I wish I could go back to just love these babies. Yes. It's hard, girl. You don't, you don't realize.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][POSITIVE] No, thank you for that thank you for that.
[CUSTOMER][NEGATIVE] Cause it's so hard. It's, no one prepares you. Yeah, no one prepares you like mentally and physically and emotionally.
[AGENT][NEUTRAL] No. No. Nope, physically.
[AGENT][POSITIVE] Yeah, yes, the body changes, how you feel, yes, but it's, oh, she's gonna be so perfect. I can't wait. I can't wait for you to experience her.
[CUSTOMER][NEUTRAL] Everything.
[CUSTOMER][POSITIVE] Oh my gosh.
[CUSTOMER][POSITIVE] Oh, thank you so much. I really appreciate it blessing for that encouragement. Returning from eternity is not easy.
[AGENT][NEUTRAL] Oh, yes. Mhm.
[AGENT][NEUTRAL] Yes, just keep, just keep going girl. Mhm. But it is, but once you get balanced though with like, once you figure out like work and then like your home life, it's almost you're like, I, I go through this still, like I'm like, should I be working, should I be at, you know, with my kids at home, like what should I be doing? But I almost have to have work to feel like an adult and to feel human, if that makes sense. And then I can go home.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, I kind of have a schedule, I feel, yeah.
[AGENT][POSITIVE] Yes, you have to have a school, and then you can go back and you can take care of your babies, and you can love them and you can spend time with your spouse. You can like it just feels better, but you kind of gotta get over the, your hormones are going crazy right now and like your body is going crazy. You gonna have to like, yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh my gosh, they're insane. I'm like, who am I? Who am I?
[AGENT][POSITIVE] Yeah, yeah, you are perfect. That's who you are. You are perfect and you are enough, and you are going to be such a good mom. Yes, I'm so proud of you.
[CUSTOMER][POSITIVE] Thank you. Thank you.
[CUSTOMER][POSITIVE] I appreciate it. Thank you. God bless you, sir. Thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] no
[AGENT][POSITIVE] Mm, I love it.
[CUSTOMER][POSITIVE] All right then. Have a great day, a very happy Friday and great. Yes, I'm in, I'm in right now. Thank you so much.
[AGENT][NEUTRAL] Yeah, did you get it figured out? Did you get it figured out?
[AGENT][POSITIVE] Oh yay, oh perfect OK awesome, yeah, and every time you log in you'll have to do an email and a verification code, so just be prepared for that.
[CUSTOMER][NEUTRAL] Oh, OK, good to know, good to know.
[AGENT][POSITIVE] Yep, yes, yep, all right, babe, yeah, call me. Yes, you too. bye.
[CUSTOMER][POSITIVE] Thank you so much. Have a lovely, lovely Friday. Blessings.
[CUSTOMER][POSITIVE] Thank you, bye.