AccountId: 011433970860
ContactId: d2741ba1-47fa-4c82-a500-d64617704a9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 344890 ms
Total Talk Time (AGENT): 240264 ms
Total Talk Time (CUSTOMER): 46456 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/d2741ba1-47fa-4c82-a500-d64617704a9d_20250618T15:26_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 work for Dillingham Insurance. I was trying to log into the website to get our commission statement, but um, it looks like something has changed.
[AGENT][NEUTRAL] Yeah, so we updated it.
[CUSTOMER][NEUTRAL] So my username is not an email.
[AGENT][NEUTRAL] Yeah, we updated our website so everybody has to reregister like a brand new participant. So, um, you're trying to, uh, are you trying to, are you an actual broker that you're trying to get into or do you work for the agency and you're trying to get to the commission statements?
[CUSTOMER][NEUTRAL] I work for the agency. I'm trying to get to the commission statement.
[AGENT][NEUTRAL] OK, OK, let me pull this up. Give me just one second.
[AGENT][NEUTRAL] Do you know the tax ID number that's associated with the agency account?
[CUSTOMER][NEUTRAL] Wasn't anticipating
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, let's see here we go.
[AGENT][NEUTRAL] OK, [PII] OK ander LLC DBA Dillingham Insurance, [PII] I show is the
[AGENT][NEUTRAL] I guess the person that signed as the.
[AGENT][NEUTRAL] Person for this agency, so what has to happen is um [PII] will need to go in and register the agency account with his email address that we have on on file the [PII], and then he can delegate under managed users who will he wants to have access for the commission statements under that level.
[AGENT][NEUTRAL] And then just to let, does he have a separate broker account? Let me look.
[AGENT][NEUTRAL] Because now you can't have the same email address that tied to all of your accounts. So this is the agency account um which would be his primary account, and then if he has his own separate broker account, he'll need to have a different email address to set that up if that makes sense.
[CUSTOMER][NEUTRAL] Uh, not really. So do they need to have it under the broker or under his account or under the um agency?
[AGENT][NEUTRAL] Oh, because it, mhm.
[AGENT][NEUTRAL] Well, do you know if you normally pull [PII] the commissions are under the agency account and then the groups are under the broker account that they're tied to so if you normally pull the commissions under the agency account, uh, I, I would suggest that he sets up the agency account since that's where the commission statements are. Let me just look at his broker account real quick to see if he has a different, let me just see if he has a different broker account.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] just a second.
[AGENT][NEUTRAL] May not, he may just have the agency account. OK, let's see.
[AGENT][NEUTRAL] The broker account.
[AGENT][NEUTRAL] OK, yes, so he also has a broker account. So what we can do is once he, oh, OK, well, he's good, he's got a different email address on his broker account, so OK, so he'll be good. So yes, you can set the agency account up under, let me just make sure he hasn't done any of that real quick. Hold on just a second, go ahead and see if I can see if he's added anything under the agency account.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] He may have his his information's out here. It doesn't look like anybody's logged into it, but that's what needs to happen in the agency account. His, his, his profile is out here, so I can't tell right now if he's actually set it up because I don't see any login information, but it looks like it may be set up. So if you wanted to try to, I don't know if you set up his stuff for him, but basically you'll go to our website at the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then you would click the sign in.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And click click create your own OSC account.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Click agency and the next.
[AGENT][NEUTRAL] And he just put in the required information only, the tax ID number in the email.
[AGENT][NEUTRAL] And then it's gonna ask for a pin because there's gonna be a two-factor authentication process so I don't know if you have do you have access to his email?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do not. I'll have to call his assistant and have her set all of it up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, there'll be a pin that'll come they'll do the pin information and once, once you get all that they'll have him log back you have them log back in and then under managed users you can go in and add whoever he wants to have access and what level. Level 3 is the commission access and level 2 is commission with a couple other things you can do and then level 1 is just for a changes and deletes for the groups, but um no commission access.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] If he has any problem if they have any problems just have him call us and we can go through that with them, whoever's doing the set up.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK awesome thank you.
[AGENT][POSITIVE] OK, you're most welcome. Have a great day, [PII]. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Mm bye bye.