AccountId: 011433970860
ContactId: e1ae869a-6bc8-4e7a-85f7-1307239a4740
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 458299 ms
Total Talk Time (AGENT): 197630 ms
Total Talk Time (CUSTOMER): 112458 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/e1ae869a-6bc8-4e7a-85f7-1307239a4740_20250605T14:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling from Reamer Insurance Group.
[CUSTOMER][NEUTRAL] I'm calling in today about.
[CUSTOMER][NEUTRAL] Looks like the portal changed.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] To log in to see commission statements, OK, so it says I need an email. I don't, I'm not sure.
[CUSTOMER][NEUTRAL] Um, what our old username was connected to, so I'm not sure how to log in really.
[AGENT][NEUTRAL] Um, it should just be the email that let's see, are you a broker with us?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK and you said your last name was?
[CUSTOMER][NEUTRAL] My name might not pop up because this username was to me my my previous pre previous person working this desk.
[AGENT][NEUTRAL] I'm sorry, what was the last name?
[AGENT][NEUTRAL] For the broker
[CUSTOMER][NEUTRAL] Oh, for the broker should be [PII]
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the first name?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Um, so more than likely it would be his email address. That's what we have in our system, yeah, so try.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Try that one and see if it populates yeah the user names now are email addresses.
[CUSTOMER][NEUTRAL] OK, but did the password change?
[AGENT][NEUTRAL] Yeah, so you'll have to create an entire new.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Account an LSC account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, he, I'm assuming that [PII] got all of the communication from our marketing department we've sent it out in the last couple weeks just preparing everybody.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so they probably, they probably got sent to him, but yes, you would, you'll have to use his email address and then you'll have to create a new password.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, could we make.
[CUSTOMER][NEUTRAL] So under this new portal can we make multiple users for the same um.
[AGENT][POSITIVE] Um, I believe that's something that they're working on to be completely honest and transparent, we've had some issues since we've launched this on Monday, um, so the team knows and is working on it, um, that is the goal um I'm not positive if that is corrected yet, but you should be able to use multiple um users on this account, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So like if I want to.
[CUSTOMER][NEUTRAL] Not necessarily make account for [PII] but make an account for, I'm in accounting I'm trying to get the commission statement.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Um, I'm making it one just for.
[CUSTOMER][NEUTRAL] You know,
[AGENT][NEUTRAL] Are you with Freer Insurance Group?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so then you would probably create one for the agency.
[AGENT][NEUTRAL] Um, it's still gonna be based off the information that we have internally.
[AGENT][NEUTRAL] Um, Reimer Insurance Group, um [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] If I could spell R [PII]
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Oh dang it, hold on just a second, OK.
[AGENT][NEUTRAL] Oh there we go.
[AGENT][NEUTRAL] Um, it's still gonna be his email address.
[CUSTOMER][NEUTRAL] OK, so when I set up the agency account, use his email.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it's the broker in the agency account if you have two separate ones are are gonna be [PII]'s email address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so when he goes in to make uh agent.
[AGENT][NEUTRAL] He will use his mhm he'll use his email address.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] I should make an agent
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah definitely call us back if you see any issues because there are known issues that we are actively working on, so forgive us.
[CUSTOMER][NEUTRAL] I think we got.
[CUSTOMER][NEUTRAL] Is there anything I should be looking out?
[AGENT][NEUTRAL] Not necessarily it's gonna be the same. I mean, obviously the look has changed, but it's gonna be the same concept as the old OSC just supposed to be easier to use. It's just unfortunately with every new, um, all the new excitement we have some issues. Um, I do have access to commission statements, yes.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] If
[CUSTOMER][NEUTRAL] Well, do you have access to commissions?
[CUSTOMER][NEUTRAL] You know, just because I'm not sure if it's the issue and I have you on the phone.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Would you be able to pull the.
[CUSTOMER][NEUTRAL] Information statement for our you could email it to [PII] and that doesn't.
[AGENT][NEUTRAL] Yeah. What um what day am I looking at?
[CUSTOMER][NEUTRAL] I don't know what kind of security.
[AGENT][NEUTRAL] Like the most recent one?
[CUSTOMER][POSITIVE] Sure, thank
[CUSTOMER][NEUTRAL] It's yeah it has it's the most recent one I'm gonna confirm.
[AGENT][NEUTRAL] And then do you have an amount that I can reference?
[CUSTOMER][NEUTRAL] Uh, yes, let me, I'm gonna pull it up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It should be
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 20437.
[AGENT][NEUTRAL] The [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, give me just a second. Mine is a little bit different than when you guys pull on your side, so bear with me.
[AGENT][NEUTRAL] It's gonna be
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Can be switching back and forth until I can find it.
[AGENT][NEUTRAL] OK give me just a second. I did find it [PII].
[AGENT][NEUTRAL] I will send it to [PII].
[AGENT][NEUTRAL] Do you have access to his email? I just sent it out.
[CUSTOMER][NEUTRAL] I'm not.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Anything I can call back after I figure out the.
[AGENT][NEUTRAL] Yeah, just, yeah, yes, um, try to set up your new account but of course call back. It is, I do apologize and there has been some issues so we are getting them worked out and we are actively working on them, but yeah, let us know.
[CUSTOMER][NEUTRAL] Setting up
[CUSTOMER][POSITIVE] Thank you for your assist
[AGENT][POSITIVE] Of course I hope you have a great day.
[CUSTOMER][NEUTRAL] You as well bye.
[AGENT][POSITIVE] Thanks bye