AccountId: 011433970860
ContactId: e599aa6b-77c9-4fd4-af1a-81c58301606a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 574219 ms
Total Talk Time (AGENT): 157643 ms
Total Talk Time (CUSTOMER): 174735 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/e599aa6b-77c9-4fd4-af1a-81c58301606a_20250220T16:21_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 is [PII]. I am calling from a broker's office today um I was trying to log into my APL account and it's saying my account's no longer active and I needed to contact you all, um.
[CUSTOMER][NEUTRAL] Or that.
[CUSTOMER][NEUTRAL] There was a group of ours that renewed 11 and.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] They were late getting their enrollment over to us and so like 11 enrollments hadn't been loaded and I was finally able to get that over and I was just gonna see if I could pop them in online um I mean I'm fine to email it but nonetheless either way my account is staying no longer active.
[AGENT][NEUTRAL] What was your last name?
[CUSTOMER][NEUTRAL] [PII], that's [PII].
[AGENT][NEUTRAL] OK, one more time.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And are you the um broker?
[CUSTOMER][NEUTRAL] The writing agent I'm not sure if it I wouldn't be the writing agent but I'm the like main broker that works the account.
[AGENT][NEUTRAL] OK, and what's the group number?
[CUSTOMER][NEUTRAL] So the user name.
[CUSTOMER][NEUTRAL] Yeah it is um oh shoot I just exited out of it.
[CUSTOMER][NEUTRAL] It is 21176.
[CUSTOMER][NEUTRAL] Should be advisors.
[AGENT][NEUTRAL] OK, and who's the agent of record on this account?
[CUSTOMER][NEUTRAL] Um, I believe the writing agent is, well, the agency as a whole is CAC Specialty or Cobbow Capital LLC DBA CAC Specialty. Um, the writing agent I believe is [PII].
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEGATIVE] You're not appointed with us, so.
[AGENT][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] We've been appointed, uh, you guys are tough with appointments. We've been working in the group for over 2 years, over 3 years.
[AGENT][NEUTRAL] Like to get you appointed.
[CUSTOMER][NEGATIVE] No, I mean we've we've worked I mean I, I've been logged in we've been paid there was an issue getting paid last year we just kind of go back and forth this whole thing we've signed everything we've done it all and then just comes back as an issue.
[AGENT][NEUTRAL] Yeah, and the only problem is is since you're not appointed, I don't really know how much I can talk to you. That's kind of the first problem, um.
[CUSTOMER][NEUTRAL] Yeah, get it.
[AGENT][NEUTRAL] As far as like the group goes, I would need to speak with [PII] on this one.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let me just check the group as far as the OSC goes. What is your, what user name are you using?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] And then Gerhart too.
[AGENT][NEUTRAL] And you were trying to log into the agency or you were trying to log into the group?
[CUSTOMER][NEUTRAL] So the online service center.
[AGENT][NEUTRAL] Yeah, um, but are you.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] But are you trying to log into the group or to the agency to see the group because it's too I don't know if you guys have a broker let me check the.
[AGENT][NEUTRAL] Let me check the agency really fast hold on just a sec.
[CUSTOMER][NEUTRAL] Believe it's the broker log in.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] So [PII]'s or [PII]?
[CUSTOMER][NEUTRAL] The broker login has always been under my information in terms of like.
[CUSTOMER][NEUTRAL] The Gerhart too for 3 years.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I mean I see where your username and everything is still active, so I'm not really sure why.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Why you would be getting that message. Let me just make sure.
[AGENT][NEUTRAL] And you said your username was the [PII], is that what you're putting in?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEGATIVE] It even just have you reset my password before this and then I reset it and then it's saying uh you no longer have access you're no longer active.
[AGENT][NEUTRAL] Yeah, I don't know. It's, you're here and it's active, so I don't really know why.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] And it's [PII] that you're using?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I mean I can try to add you like as a new user and like you can have a fully like new like user name.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] If you want to do that.
[CUSTOMER][POSITIVE] I mean if it's gonna have a group listed there I'm I'm open to it.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] You can you you can forego doing that. I have to jump to uh a call right now, um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But for it um.
[AGENT][NEUTRAL] Can I
[CUSTOMER][NEUTRAL] But uh
[AGENT][NEUTRAL] Is, is, let me just make sure, is it [PII]?
[CUSTOMER][POSITIVE] That that still works, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I'm just gonna, are you allowed to seek commission?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'm gonna just do this really fast and then um you should receive an email.
[AGENT][NEUTRAL] The only thing I did differently was it's still your same username I just capitalize the [PII] and the G.
[AGENT][NEGATIVE] So this will send to that email and then um I oh crap the account already exists, um.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And then call me back if you need to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then we can, I can try to.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it says it's sending now, so let me know. You can call me back if you need.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alright I appreciate it thank you.
[AGENT][POSITIVE] Of course, yeah, of course, have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks, bye.