AccountId: 011433970860
ContactId: d92c4549-dcb1-4476-9151-23f57b824d43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 871520 ms
Total Talk Time (AGENT): 410069 ms
Total Talk Time (CUSTOMER): 241524 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/d92c4549-dcb1-4476-9151-23f57b824d43_20250616T18:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], uh, my name is [PII] and I work for a broker's office, so I have two issues. One, I'm trying to log in.
[CUSTOMER][NEUTRAL] Or at least try to get a log in for the new set up the APL changed over to.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Um, the like the platform or whatever, um, but then also my group, one of my groups is having issues.
[CUSTOMER][NEUTRAL] Creating their account as well.
[AGENT][NEUTRAL] OK, um, I can help you with, um, like possibly getting your login set up the group will have to go to billing, um, I can transfer you or if you wanna send us an email we can send it over to billing, um, and then they can help on the group side, whatever is easiest.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, OK, so you're trying.
[CUSTOMER][NEUTRAL] Um, yeah, I can just send an email out fine.
[AGENT][NEUTRAL] OK, and you're trying to set one up for the agency or for the broker?
[CUSTOMER][NEGATIVE] Uh, the agency because I already had one, but it's obviously not working, so.
[AGENT][NEUTRAL] Yeah, what, we moved to email addresses, so what's the agency name?
[CUSTOMER][NEUTRAL] A shared partners of Georgia.
[AGENT][NEUTRAL] Do you have your tax ID?
[CUSTOMER][NEUTRAL] Yes it is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then is the broker that you're speaking of, is it [PII]?
[CUSTOMER][NEUTRAL] So that's one of them and then I have uh [PII] as well.
[AGENT][NEUTRAL] OK, I feel like I just answered somebody on [PII], um, like I'm having a deja deja vu moment. OK, so for the agency, um.
[AGENT][NEUTRAL] Account you would have to use the tax ID number and then you would have to use the email address on file that we have to to initially set up the account. You only have to use the two those two things with the asterisks. You don't have to use anything else. Have you tried?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And I have, what email address did you try?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Um, I tried Paul's and I also tried mine.
[CUSTOMER][NEUTRAL] So I'm not sure or I'm not sure who's it would be under.
[AGENT][NEUTRAL] And then the tax is the tax ID that you gave me what you used because I also have a different.
[CUSTOMER][NEUTRAL] Let's see
[AGENT][NEUTRAL] Tax ID number that might have thrown you off.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Let's
[CUSTOMER][NEUTRAL] Yeah, see, when I put this tax ID and then I put [PII]'s email address, it says error.
[AGENT][NEUTRAL] It's not [PII]'s. The email address that we have on file is a [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So he's no longer with our agency that email address.
[AGENT][NEUTRAL] OK, so if that's the case then we would just need some sort of documentation from somebody who can change this so of authority, um, and we can get it updated in our system.
[CUSTOMER][NEUTRAL] Go in.
[AGENT][NEUTRAL] And then you would be able to create your account once that's complete.
[CUSTOMER][NEUTRAL] OK, and is there a way to do just the agent?
[CUSTOMER][NEUTRAL] Like for [PII]'s log in.
[CUSTOMER][NEUTRAL] Or would it have to be under the agency for now?
[AGENT][NEUTRAL] So [PII]'s log in hold on let me move over to a different screen.
[AGENT][NEUTRAL] What would you tell me his last name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] So this one.
[CUSTOMER][NEUTRAL] I'm wondering
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So [PII] would have to create an agent account using his tax ID number, well hold on, I'm gonna tell you that and it's not gonna be.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So agent next, so just the last name and then the email on record and then the date of birth. So those three things are what's needed for him.
[AGENT][NEUTRAL] And so he would obviously just use [PII], his date of.
[AGENT][NEUTRAL] Birth and then his email [PII].
[AGENT][NEUTRAL] And then when once he gets in, he can add you as a user and then you can have your separate um
[AGENT][NEUTRAL] Then you would use your email to log in.
[AGENT][NEUTRAL] They would send you like out an invite kind of.
[CUSTOMER][NEUTRAL] Yeah, because I'm trying to.
[CUSTOMER][NEUTRAL] Yeah, because I tried it that way and it's still like because I did his last name and his email, um, and then his date of birth unless his date of birth is wrong in the system because it should be [PII].
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Is that right? Is that what you said?
[CUSTOMER][NEUTRAL] Oh right, yeah, yes.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, it worked for me. Do you have access to his account?
[AGENT][NEUTRAL] For his email address?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah, he's right across the street I mean right across the hall, but.
[AGENT][NEUTRAL] Also, also, um, OK, go to broker again and go to next. He's just, it's just gonna send him a verification code, so I don't know if um if you want to give him a heads up, but put in [PII], put in [PII], and the date of birth is [PII], and it went through for me. So you could try that.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Let's see [PII].
[CUSTOMER][NEGATIVE] It says no user was found with the information that was entered.
[AGENT][NEUTRAL] It's bizarre. I just did it. I just didn't want to go all the way through. I'd rather you have done it. Let me see.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Oh OK.
[AGENT][POSITIVE] And if you want me to set it up I can.
[CUSTOMER][NEUTRAL] [PII]. I was typing in his email address just to make sure.
[CUSTOMER][NEGATIVE] Because I know just one letter being wrong.
[CUSTOMER][NEUTRAL] Yeah, it's not let me.
[AGENT][NEUTRAL] OK, do you wanna, can you, um, give him a heads up that a verification code is coming?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hold one second.
[AGENT][NEUTRAL] Yeah, fine.
[AGENT][NEUTRAL] Also, will you do me a favor really fast?
[CUSTOMER][NEUTRAL] Me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Will you clear your cash? You know, it's like a very awkward um um suggestion, but this is what has worked for a lot of people.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Agent
[CUSTOMER][POSITIVE] That's crazy, yes, that works.
[AGENT][NEUTRAL] Did it?
[CUSTOMER][POSITIVE] Complete accounts yes.
[AGENT][NEUTRAL] Rock on. OK. I just don't wanna do it. I'm gonna, I can do it. I just would rather you do it since you're
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Right there.
[CUSTOMER][NEUTRAL] Yeah, yeah, let me to the next screen where I put his email address and the password.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, and then I will send a verification code to him, and you can't complete the screen until you verify that code.
[CUSTOMER][NEUTRAL] I got you, OK.
[CUSTOMER][NEUTRAL] Perfect then, um, and so what do I need to send the email out for the group to get access?
[AGENT][NEUTRAL] Yeah, you can just send it to [PII].
[AGENT][NEUTRAL] But we're still also needing the agency, right?
[CUSTOMER][NEUTRAL] Yes, we're sending an agency. Is there a generic letter for that or do I need to make a letter?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Uh, do you have anything like with your, um,
[AGENT][NEUTRAL] With your like like a letterhead.
[CUSTOMER][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] Yeah, something like that, just, just sending something like um.
[AGENT][NEUTRAL] Please change because we were changing. What was the person who wasn't here?
[AGENT][NEUTRAL] A [PII] maybe.
[CUSTOMER][NEUTRAL] Uh, [PII], well [PII] and [PII], yeah.
[AGENT][NEUTRAL] OK, hold on. I just want to look at one more screen. Give me just a 2nd. 352-57.
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] OK, I think I've been talking to [PII]. Is she with you?
[CUSTOMER][NEUTRAL] She yes she is in our accounting department.
[AGENT][NEUTRAL] OK, I've been talking to her. Hold on.
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Yeah she's probably doing the um trying to get the commissions and stuff information.
[AGENT][NEUTRAL] Yeah, um, I'm just wondering if
[CUSTOMER][NEUTRAL] Yeah, I mean if her login gives me access to the groups I'm perfectly fine we can use that. I can have her set it up but.
[CUSTOMER][NEUTRAL] I don't know if she just has like commission.
[AGENT][NEUTRAL] OK, I don't know.
[AGENT][NEUTRAL] Do you, are, is she with you? I don't, I emailed, OK, I emailed her on.
[CUSTOMER][NEUTRAL] Well she's downstairs.
[AGENT][NEGATIVE] And forgive me because we've talked to so many brokers, so many agencies, groups, insured, like trying to get everybody back on the OSC. I emailed her on [PII] and I asked her if she was setting up an agency account and she said yes, and then nothing ever went from there. So I don't know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I don't know if she's tried.
[AGENT][NEUTRAL] Let me switch um.
[CUSTOMER][NEUTRAL] I can I can talk to her.
[CUSTOMER][NEUTRAL] Um, also, on for the letter, do I need to just name like [PII] as the agent or?
[AGENT][NEUTRAL] Well, so there's 2 assured partners of Georgia and the one that is correct is um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It is [PII]. [PII] is on the email address, but it's like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's the assured partners of Georgia LLC and the email address is actually [PII]'s.
[CUSTOMER][POSITIVE] Got you OK.
[AGENT][NEUTRAL] Oh here we go. OK, so on [PII] I told you might contact her and ask her if she got through to setting up the account for the agency because I did give her the information that is needed for the agency and if she's logged in she can give you user access to the agency.
[CUSTOMER][NEUTRAL] OK, alright, I'll send her a message now and see if she was able to.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So then we don't need the letterhead to change anything we really just need um to get you to billing to help with the group side of things but I can I can try to help you with the group if you would.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, because I'm not sure if.
[AGENT][NEUTRAL] If you want to tell me.
[CUSTOMER][NEUTRAL] Because I could have sworn y'all sent out an email didn't y'all to set up help groups, OK, yeah, because I don't know if she got it or not, um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So let's see, I guess we need to make sure she's they have the correct email address.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] On file.
[CUSTOMER][NEUTRAL] Alright, so the group is.
[CUSTOMER][NEUTRAL] Alright, let me
[CUSTOMER][NEUTRAL] Pull up their account.
[CUSTOMER][NEUTRAL] So it's precision Maintenance and the group number.
[CUSTOMER][NEUTRAL] Let's see, it is 26534.
[AGENT][NEUTRAL] So the group contact [PII] um she would have to set up that account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because honestly I don't even know if she's still there.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because the one who we deal with now is in [PII]. She's the actual human resource coordinator there.
[AGENT][NEUTRAL] OK, so if [PII] is not a part of this group and she needs to be taken off the group contact then I would have to have an email from the group on their letterhead stating somebody else as the group contact and then we can update that in our system.
[AGENT][NEGATIVE] But the the group account cannot be created until this contact is create like fixed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I got you, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] But yeah, she's [PII].
[AGENT][NEUTRAL] Is the active contact that we have.
[CUSTOMER][POSITIVE] Got you OK.
[CUSTOMER][NEUTRAL] Alright, will do.
[AGENT][NEUTRAL] OK, does that help with everything? Are we OK?
[CUSTOMER][POSITIVE] Yes, it does, yes ma'am.
[AGENT][NEUTRAL] OK cool um email or call back if if something doesn't look right or if you can't get through and we can walk through it.
[CUSTOMER][NEUTRAL] OK, yes ma'am.
[AGENT][POSITIVE] Have a good day. Thanks for calling.
[CUSTOMER][POSITIVE] All right you too thank you mhm.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Bye.