AccountId: 011433970860
ContactId: d3daa0d2-7087-4153-9390-ed3882b80a64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 1231069 ms
Total Talk Time (AGENT): 288978 ms
Total Talk Time (CUSTOMER): 263509 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/d3daa0d2-7087-4153-9390-ed3882b80a64_20250609T19:59_UTC.wav
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[AGENT][NEUTRAL] [PII] this is [PII].
[CUSTOMER][NEUTRAL] [PII], this is [PII] on the care team. I've got a broker on the line that needs assistance setting up his online account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I've got [PII] and callback number is the one that's on the caller ID.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then you, you did say [PII], is it [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I'll introduce you and then I'll release the call OK?
[AGENT][POSITIVE] Thanks.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK [PII], I've got [PII] on the line she's gonna assist you, OK? All right, thank you. Thank you.
[AGENT][POSITIVE] Hello. Um, hi, I am [PII] and I can try to assist you. And if not, we can get you some real expert help. So how can I help you? what's going on?
[CUSTOMER][NEUTRAL] Yellow
[CUSTOMER][NEUTRAL] Well, I, I'd seen something where uh as of the last day of last month we were gonna have to.
[CUSTOMER][NEUTRAL] Uh, reregister our.
[CUSTOMER][NEUTRAL] Agent account with APL and so I've been going in trying to create a new one and at the screen where it asked for last name, social security number zip code so.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEGATIVE] I can't put any combination of stuff in there that will let me get anything except an error message.
[AGENT][NEUTRAL] Are you logging in as a broker or agent?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I'm not sure how it was originally set up to tell you the truth, uh, agent I'm sure.
[AGENT][NEUTRAL] OK. And what's your uh last name?
[CUSTOMER][NEUTRAL] It would be set up.
[CUSTOMER][NEUTRAL] Under
[CUSTOMER][NEUTRAL] My daughter's name I'm sure uh her name is now is [PII] when this account was originally created it could have been [PII] or [PII].
[AGENT][NEUTRAL] OK, hold on, so the first name is the uh the first one would have been [PII].
[CUSTOMER][NEUTRAL] Yes, uh, first name is [PII]
[AGENT][NEUTRAL] I'm sorry, not the first name, last name. So [PII]
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] [PII] mhm.
[AGENT][NEUTRAL] And the first name would have been [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what was the other last name that you said?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And [PII] like [PII], right?
[CUSTOMER][NEUTRAL] Do what now?
[AGENT][NEUTRAL] [PII] Yeah. [PII]
[CUSTOMER][NEUTRAL] First name? No, no, [PII]
[AGENT][NEUTRAL] [PII] is her middle initial age.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] She's out of [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, what are you putting in for her social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, what are you putting in as her address zip code?
[CUSTOMER][NEUTRAL] Well, the street zip code is [PII]. PO box is [PII]. I tried both of those, I think.
[AGENT][NEUTRAL] OK, so she doesn't have it, she doesn't have that PO box anywhere on her account. Uh, so you either have to use the Graystone address or the hammock address.
[CUSTOMER][NEUTRAL] OK, [PII] then.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] What else is it asking you?
[CUSTOMER][NEUTRAL] And the email on record.
[AGENT][NEUTRAL] Which email are you using?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, that's correct.
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Did that let you get through?
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] That time.
[CUSTOMER][NEUTRAL] No, says air
[CUSTOMER][NEUTRAL] No user was found with the information that was entered. Please try again if this error persists please contact you.
[AGENT][NEUTRAL] Do you give me permission to go in and just try to make it?
[CUSTOMER][NEUTRAL] Sure, what whatever we can do to get this account created so I can pull commission statements.
[AGENT][NEUTRAL] Um, also, while I'm doing this, does her commissions get paid to, uh, uh, to her directly or to the agency?
[CUSTOMER][NEUTRAL] To the agency
[AGENT][NEUTRAL] Um, that also might be a thing. She's gonna have to also create an account for the agency, um, in order to seek commissions.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] So I can set this up. It might not show her all the permission she needs since they're going directly to the agency. Basically, the agency would have to give her like a level 3 permission and then she can see everything on her side.
[AGENT][NEUTRAL] Um, or she can just log into the agency.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Just finish her.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] 3960.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] But it's 1983.
[AGENT][NEUTRAL] 66.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Mm
[AGENT][NEGATIVE] This is so weird.
[AGENT][NEUTRAL] Cause even then, it's just still.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Sorry, I'm just writing.
[AGENT][NEUTRAL] She says only try to use it with name, social security number, and email. OK, so let's go over.
[CUSTOMER][NEUTRAL] So they use the zip code and date of birth out.
[AGENT][NEUTRAL] Did you, well, I just did it. Did you get a verification code?
[CUSTOMER][NEUTRAL] How would it have come?
[CUSTOMER][NEUTRAL] Email or
[AGENT][NEUTRAL] It's so it's gonna come to her email. Are you gonna be able to retrieve it?
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] I'll have to step into her office and see, hang, hang on just a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's actually on the phone in there.
[CUSTOMER][NEUTRAL] Let's see, yeah, I've got it here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] I'm gonna, I'm gonna close it.
[AGENT][NEUTRAL] Go back and create and just use the 3, just use her name.
[AGENT][NEUTRAL] Her, sorry, not her name, but her email. You don't have to put the social um and just do the date of birth with no zip code. So just only the stuff that has the asterisks.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's probably gonna send you another code again.
[CUSTOMER][NEUTRAL] Alright, let me get far enough to.
[CUSTOMER][NEUTRAL] Ask you to send me another.
[CUSTOMER][NEUTRAL] Verification code. Let me go get her to send that one to me.
[CUSTOMER][NEUTRAL] OK, she's gonna send me that one.
[CUSTOMER][NEUTRAL] She's on
[CUSTOMER][NEUTRAL] Conference call right now [PII].
[CUSTOMER][NEUTRAL] This password has to be different from the one.
[CUSTOMER][NEUTRAL] We were using previously.
[AGENT][NEUTRAL] Uh, I, I don't think, I think you can use the same one because it's a new system.
[CUSTOMER][POSITIVE] Alright, it says it's been successfully created.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEGATIVE] So my only fear was that since the agency account wasn't set up, it doesn't know to have her as an agent under it, but you might pull commissions. I'm just scared that it's not gonna show up under her, since she's not linked to the agency yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let me ask you this, all these verification codes are coming.
[CUSTOMER][NEUTRAL] To her email.
[CUSTOMER][NEUTRAL] Is there any way to change that to come to a phone?
[AGENT][NEUTRAL] To a phone number?
[CUSTOMER][NEUTRAL] Yes, we have a cell phone here in the office.
[AGENT][NEUTRAL] Oh, that's a good question. Let me ask.
[CUSTOMER][NEUTRAL] Because she is out of the office so much, uh, I mean we we do health benefits for businesses, employee benefits and she's out in meetings all the time and.
[CUSTOMER][NEGATIVE] Trying to get a code from hers impossible sometimes.
[CUSTOMER][NEUTRAL] And so all of them to give us an option we choose to have a text sent to us with the code to a phone number that we have on a cell phone that stays here in the office.
[CUSTOMER][POSITIVE] I would really like to be able to do that if I can.
[AGENT][NEUTRAL] I am sending that to the IT department because I'm not sure and if it's not, I put it on our can we get this added question so.
[AGENT][NEGATIVE] Oh, cause no one's ever asked me that, so.
[AGENT][POSITIVE] Good one to ask.
[AGENT][NEUTRAL] I thought they could chat me back.
[AGENT][NEUTRAL] Well, no one has wrote me back, but I do have her email and I can, when I get a response, I can send her an email back just saying, you know, yes, we can do this, or yes, that's in the works. Um.
[AGENT][NEUTRAL] But I think there is an option where you can add another email address. Is there not a thing under profile where you can edit that email address to put like a different one?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Cause once you're in, now you're good. I think it should be, you can be able to change, it won't change her like on our system. It'll just change the OSC.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] OK, alright, I, I'll look I'm not gonna interrupt her again on that call because she's on there talking about uh a group.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, but as soon as she gets off I'll, I'll hit this button to send another verification code so I can actually get into the site and I'll look around.
[AGENT][NEUTRAL] So does it send you a verification code every time?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] That is crazy. OK. I'm gonna note that down too because that's kinda irritating. Even if you were the person that gets the email, it's kinda wonky to verify it multiple times in a log in. So I'm gonna write that down too, but.
[CUSTOMER][NEGATIVE] Every every time you go to logged in.
[AGENT][POSITIVE] Um, all right. Well, thanks for calling. If you have any other questions, give us a call back.
[CUSTOMER][POSITIVE] Alright thank you thanks for your help.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Goodbye.