AccountId: 011433970860
ContactId: ce3c8d1f-3f18-4c42-93b5-5b65861f07e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 586159 ms
Total Talk Time (AGENT): 376635 ms
Total Talk Time (CUSTOMER): 217035 ms
Interruptions: 5
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/ce3c8d1f-3f18-4c42-93b5-5b65861f07e6_20250603T16:05_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], my name is [PII]. I'm calling from Aquisure Insurance. I'm with the broker's office. So I've got a group that is on APL, and, uh, I just got an email from the group HR person saying that they can't get in and she doesn't remember her.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, credentials and I just tried to get in and it looks like you've changed your system because I have my credentials but it is asking for an email not a username so I see there's one that says like create your OSC account is that where I'm supposed to be going?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, we sent communication out that we have a new website you hopefully you may not have received that, but everybody was supposed to get a communication. Hang on, let me pull up your account because I need to see what email address we have on here because yes, you're gonna have to re-register with your email address that we have on file. Excuse me. What, how do you spell your last name?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Um, [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, let's see, let's try that. That didn't come up. So are you an actual broker with us or are you under an agency?
[CUSTOMER][NEUTRAL] I'm under an agency AquaSure Insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, sure. OK.
[CUSTOMER][NEUTRAL] I bet you guys are getting lots of these calls.
[AGENT][NEUTRAL] Oh yeah, that's what we did yesterday. It's just one of those, one of those things that we'll we'll have to circle through. So is it Acresure LLC?
[CUSTOMER][NEUTRAL] Yep, that's it. Acressure LLC.
[AGENT][NEUTRAL] OK, let me.
[AGENT][NEUTRAL] OK, let's see here, hang on one second.
[CUSTOMER][NEUTRAL] There's also like a Southeast Partners Insurance Services LLC, but I think it started out as Arohire LLC with you guys.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I've got Aki or LLC and uh Grand Rapids. Is that the right one?
[CUSTOMER][NEUTRAL] Yep, that would be the one.
[AGENT][NEUTRAL] OK, OK, so the person that has the agency access for the agency, um, will need to go in and re-register for the top level of that account and then they have to add everybody that's supposed to have um access underneath that so will add you who's the who's the person at the agency that.
[CUSTOMER][NEGATIVE] Oh jeez.
[AGENT][NEUTRAL] Does that, do you know who has that?
[CUSTOMER][NEUTRAL] Probably [PII], but I mean, it's like,
[CUSTOMER][NEUTRAL] Difficult because he does it for the entire company and the company is like, you know, 17,000 employees.
[AGENT][NEUTRAL] Who is there somebody where there a small address that says A Selvig, I don't know who that is.
[CUSTOMER][NEUTRAL] A Selvig.
[AGENT][NEUTRAL] Let me see if it let me see if it shows on my or the old system. Hang on just a second. We lost our admin rights on certain things because we used to be able to add people and we can't do that anymore because there's like a two factor authentication been on it. So let me just, let me just see if I can see who this is. Give me just a second.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Will I be able so in the old system all I could do really is look at it and get cards am I able to enroll and terminate in the new system?
[AGENT][NEUTRAL] You'll be able, you'll be able to do that just like you did, yeah, they just have to give you that level one access so that you can do all of that. So yeah, um, is there an [PII] at the company?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, I don't know, probably. Oh, [PII]. OK, so that's one of the groups. So AquaSure, OK.
[AGENT][NEUTRAL] OK, I don't
[AGENT][NEUTRAL] Oh wait, that's not her that's not, we'll see.
[AGENT][NEUTRAL] Hang on, hang on, hang on.
[CUSTOMER][NEUTRAL] She is she's an account manager like me.
[AGENT][NEUTRAL] Uh, broker, so I don't know who has access because there's not a name on this. Hang on just a second, let me go in another window real quick so I can see who this.
[AGENT][NEUTRAL] Who owns email address?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me close out of this window and go to manage users. Give me just a second. Let's see.
[AGENT][NEUTRAL] No, what does [PII].
[CUSTOMER][NEUTRAL] And then there's another part to my question when you're done looking at that.
[AGENT][NEUTRAL] OK, yeah, no problem, sorry, I'm just trying to have a name assigned to that email address, but I don't have an email assigned to that address, so I'm probably gonna have to get back with you on what we need to do on this one, yeah, some research on that. Go ahead, tell me what's your other question?
[CUSTOMER][POSITIVE] No, take your time.
[CUSTOMER][NEUTRAL] Um, so the group that has this reached out to me because they couldn't get in. Um, it's, uh, Ferretti Group of America 19145. They're trying to get an invoice so that they can pay and then can you tell me how to tell them how to get in? So [PII] is the main one on there. Then there's [PII] and [PII]. I don't, I'm not, I know I'm not saying that right, and [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 24
[AGENT][NEUTRAL] C R I. Let me pull them up real now. No, let me pull it up. Yeah, let me pull it up real quick and see who we have as the contact because it'll be up to that primary email list on there. So let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 19145.
[CUSTOMER][NEUTRAL] I think that's [PII], and she doesn't know how to get in. So, and can, so can you tell me how to get her in and also can you tell me how
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Or can you send me a copy of their invoice so that they can have that pay?
[AGENT][NEUTRAL] Oh yeah, absolutely. Yeah, absolutely. OK, so they're gonna need to go to our website at [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And when they get to the home page back to it so I can direct you. You can actually go there now with me if you want. I can give you, you can kind of see what I'm gonna tell you to do. We can only go so far on it, but yeah, if you'll go to that page, the [PII] and go to the home page and click on the log in.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm trying to get there myself. Bear with me just a second or sign in, I think is what it says.
[AGENT][NEUTRAL] Yeah, sign in.
[CUSTOMER][NEUTRAL] OK, but if they do they have to reregister?
[AGENT][NEUTRAL] And mhm they're gonna have to reregister so when you get click on sign in it's gonna take you another page it says welcome to the online service center and underneath the log in button it's gonna say create your OSC account.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then they're gonna click the box for group and hit next.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] And they only need to fill out the red asterisk. They need to get the group number and the email, which is [PII]'s email address. It's [PII].
[AGENT][NEUTRAL] For sorry for [PII], yes.
[CUSTOMER][POSITIVE] Ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So only fill out.
[AGENT][NEUTRAL] But um mhm mhm. Yeah, just.
[CUSTOMER][NEUTRAL] Email and what was the other thing, the name?
[AGENT][NEUTRAL] The group, the group, the group number, the 19145 and the email address. They don't have to fill out and don't tell them don't fill out any of those other boxes just those two, and they have a red asterisk on there so they'll know just to do those boxes and then they'll hit next and then from there I can't see, but she said they should get a pin emailed to them.
[CUSTOMER][NEUTRAL] Group number OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A pin number because they'll go to the next screen. I think they have to answer a question just send the pin. They'll get a pin sent to them and then they have to enter the pin and then from there set their password and they should be able to get in.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and then can she then assign people access?
[AGENT][NEUTRAL] But I, mhm, mhm.
[AGENT][NEUTRAL] Yes, yes, and then she'll go under, yes, she'll go under, um, it should be under managed users is what it's called.
[CUSTOMER][NEUTRAL] One season.
[AGENT][NEUTRAL] And under the manage users there's instructions and let me just look at something I'm gonna send you some guides, help guides on this, so bear with me just a second. Let me see if I have that one for the broker and for the mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then while you're at it can you also send the invoice to?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I'm gonna send the invoice as well. Yes, I'll send you the invoice for the group, but let me just make sure real quick I think I have a guide for.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][NEUTRAL] My marking let's see, almost there.
[AGENT][NEUTRAL] OK, yes, I'm gonna send you the broker guide, um, for your team so I'll kind of know what to do, but I'm gonna call you back on that to figure out what we need to do since it's at the group level and who we need to get to do that part and then I will send you the group, uh, sheet that shows what they need to do for that as well. So and let me make sure, alright, what is your email address?
[CUSTOMER][NEUTRAL] It's [PII] [PII], so [PII] like [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] Do you need me to spell [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I think it's [PII] Yeah, OK, that's what I have. OK, I'm gonna send that over here in just a few minutes and then we'll go from there and then I'll get back with you on the other issue, OK?
[CUSTOMER][NEUTRAL] That's it. Mhm.
[CUSTOMER][NEUTRAL] OK, do you need my email or my, my phone number?
[AGENT][NEUTRAL] I get.
[AGENT][NEUTRAL] Yeah, go ahead and give me your, yes, I probably do it's on my screen, but go ahead and give it to me because I'm actually get it blocked at the moment. Go ahead.
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] OK, that's what I have. OK, actually wrote that down, didn't realize I wrote it down. So, OK, yes, I will give you a call back here in just a little bit, OK.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate it and you're gonna send the the invoice so I can at least get it to her, right?
[AGENT][POSITIVE] Yeah, you're most welcome. I'll talk to you soon.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, yeah, I'm in the process of doing that right now yeah, I just got it download it and then I'll send it over to you, no problem.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] OK, thank you, [PII], I appreciate it.
[AGENT][POSITIVE] OK, mhm. You're most welcome. I'll talk to you soon, [PII]. Bye-bye.
[CUSTOMER][POSITIVE] All right talk soon bye bye.
[CUSTOMER][NEUTRAL] Bye.