AccountId: 011433970860
ContactId: e9b47e21-cf8d-4f2a-b80b-248ca81dd6d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 787760 ms
Total Talk Time (AGENT): 377050 ms
Total Talk Time (CUSTOMER): 258939 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/e9b47e21-cf8d-4f2a-b80b-248ca81dd6d5_20250620T21:05_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hey [PII], I hope you're doing great. This is [PII]. Hey, I'm having issues accessing my account, and when I click on forgot password, it's just requesting my email and then it says my email is not recognized, so I don't know what's going on.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Did you re-register? We have a new platform. Have you, have you reregistered as a new person yet? or are you trying to access it as you normally would? OK, OK, I can help you with that. Give me just a second. Let me pull my screen up. What is, let's see me pull you. Are you, do you have an agency account or just a broker account?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah, that's probably.
[CUSTOMER][POSITIVE] Thank you. And
[CUSTOMER][NEUTRAL] I don't know what did I have, but I was, I mean, I had an access that allowed me to make uh full invoices and make employee changes for groups.
[AGENT][NEUTRAL] I can look.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So, I'm not sure if you guys have employer access or broker access or?
[AGENT][NEUTRAL] Alright, so are you a
[AGENT][NEUTRAL] Yeah, so what I'm trying to clarify is who who you are specifically are you a broker or are you an agency owner or are you with a group?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] I broke, I work with the brokerage agency.
[AGENT][NEUTRAL] You were, OK, OK, perfect. That's OK. Do you know the tax ID number for the agency that you work for?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what is that?
[CUSTOMER][NEUTRAL] It's 87.
[CUSTOMER][NEUTRAL] 379-991-0.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Oh, let's see. What was the name of the agency?
[CUSTOMER][NEUTRAL] Thompson risks too.
[AGENT][NEUTRAL] Well, that didn't come up, so OK, let's see. What's the name of the broker?
[CUSTOMER][NEUTRAL] Uh, the agent, you mean?
[AGENT][NEUTRAL] The what?
[AGENT][NEUTRAL] Yeah, the agency, yeah, yeah, go ahead, yeah, no, spell out the agent. I can't, what was the agency name? I'm sorry, that number didn't work. So what was the name of the agency?
[CUSTOMER][NEUTRAL] Or the the agent or?
[CUSTOMER][NEUTRAL] Thompson Ri.
[AGENT][NEUTRAL] Thompson risk. OK, thank you.
[AGENT][NEUTRAL] Thompson, [PII].
[CUSTOMER][NEUTRAL] Thompson is like [PII] Let me see if I have uh a
[AGENT][NEUTRAL] Oh, I see it. I found it. I found it. I found it. [PII] curative.
[CUSTOMER][POSITIVE] Oh great.
[AGENT][NEUTRAL] All right, here we go. Let's see. OK.
[AGENT][NEUTRAL] So I show [PII] as the principal of this agency for [PII] Risk, so he is gonna have to re-register as a brand new user on our website with his email address that we have, which is [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got it.
[AGENT][NEUTRAL] Let me make sure nothing has been registered on his account just yet because he probably has a broker account too so I'll need to give you some information on how he needs to do this, so bear with me just a second here.
[CUSTOMER][POSITIVE] OK, got it. Thank you.
[AGENT][NEUTRAL] OK, let's, yeah, let's see.
[AGENT][NEUTRAL] OK, it doesn't look like he's tried to set that up. Let me just see if he also.
[AGENT][NEUTRAL] I need to look here and see if he has an actual broker account, so give me just a second here.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] And then you said that once [PII] has created his account, he will have to grant me like a delegate access or?
[AGENT][NEUTRAL] Yeah, yes, yeah, he'll have to delegate access. We can't do any of that. Oh good, he's got two different email addresses, so that's perfect. So yes, he has a broker account so the email on his broker account he'll need to leave that with the broker account because you can't have two different email addresses now you, I mean you can't use the same email address for both accounts, so yes, he needs to re-register the agency account as a new user and when he does do that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] When you go to register, there's several boxes on there whenever you get to the registration screen, and he needs to just fill out the information that has a red asterisk. Don't fill in any additional information. There's several other boxes on there asking you for stuff, but he needs to not enter any of that information. Just enter the boxes that have a red asterisk. Do you have, are you near a computer where you can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, that's what I was going to ask you. So I am [PII]'s assistant, so I have all his information, like literally all his information. So could I create his account right now with you on the phone?
[AGENT][NEUTRAL] Are you, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So I, yeah, I'm, I, I can just authorize you that he's supposed to do that since it's his account, but there's gonna be a two-factor authentication.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So like, there's gonna be a pin that's gonna go to that email address? Does he have you, does he give you access to his email address as well?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] OK, so when you're on the, on the, when you're on the website, you'll go to the sign in tab. Are you on our website now, the [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] And I have options of agency or agent or broker.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so he's this is his agency account so he'll wanna do the agency account and then you'll hit next. You select it and hit next and only fill out the red asterisk, the tax ID number and the email is the only thing that needs to go in there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Give me one second. [PII].
[CUSTOMER][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] OK, it says that no user was found with the information that was entered. So I'm using the tax ID.
[AGENT][NEUTRAL] What did you put in?
[CUSTOMER][NEUTRAL] I'm using the tax ID and the, the venture email, but should I try the [PII] email then?
[AGENT][NEUTRAL] Mhm, go ahead.
[AGENT][NEUTRAL] OK, verify.
[AGENT][NEUTRAL] Verify the verify the um ID number that you put in there, tax ID number.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No. Mm mm. That's not the number I have.
[CUSTOMER][NEUTRAL] Oh, that's not a tax ID. OK, that might be the old tax ID. Give me one second.
[CUSTOMER][NEUTRAL] OK. Do you have [PII]?
[AGENT][NEUTRAL] I would try that one.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][POSITIVE] I would I would try that one.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Oh, that worked. Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, email address.
[CUSTOMER][NEUTRAL] And I will have to send a verification code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. What was the last name?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Can you spell that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, [PII], OK, sorry, there's some static on my end. I'm having a hard time hearing. I apologize.
[CUSTOMER][POSITIVE] Yes, no worries.
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][NEUTRAL] OK, so I'm verifying the code now and I'm changing the password.
[CUSTOMER][NEUTRAL] So I can put whatever I want for the name. Well, of course, [PII]'s name, but.
[AGENT][NEUTRAL] For like the agency agency name maybe, I don't know.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] You're right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, it says that it has been created, so I'm gonna try to log in.
[CUSTOMER][NEUTRAL] Your education code.
[CUSTOMER][NEUTRAL] OK, so, um, I noticed that this was registered with one of our old agency's tax ID.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] It might be that the [PII] is registered with the new agency number you think, or?
[AGENT][NEUTRAL] The time from the, the.
[CUSTOMER][NEUTRAL] Because I don't think we have.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] The [PII] [PII] is the one you used on that one, right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So that's the agency and then he's got his benefits at [PII] on his agent account.
[AGENT][NEUTRAL] He's got two different accounts, the agency and then he's got his personal broker account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Because I don't think we have any groups registered under this tax ID. I'm not sure. I'm.
[AGENT][NEUTRAL] You won't see it. You won't see it. You won't see it on there because that's a commission that's what his commissions are. If you're needing group information, then he has, it would be under his broker account which would be under his broker ID number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But it looks like that's what you have access and was your was your username [PII]?
[CUSTOMER][NEUTRAL] Got it. OK.
[CUSTOMER][NEUTRAL] Yes, that's my username.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so that's under his broker account with his broker tax ID number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, that might be the new tax ID number then.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] I don't know, what do you, do you have it?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] It's, yes, it's [PII]. No?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah, hmm.
[AGENT][NEUTRAL] Is he there where I can verify that? Yeah, I mean if he's there I can verify the number that it's on, OK.
[CUSTOMER][NEUTRAL] OK, so then.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] OK. I can't hear you.
[CUSTOMER][NEUTRAL] I don't know, but.
[AGENT][NEUTRAL] You got all robotic there for a second. Sorry, what did you say?
[CUSTOMER][NEUTRAL] Oh, can you hear me better now? Sorry.
[AGENT][POSITIVE] I can hear, I can hear you now. Yeah, I got all staticy and robotic for a second. I can hear you now. Yes, you're clear.
[CUSTOMER][POSITIVE] No worries. So, now that I know the steps, I'll ask [PII] to reach out to you guys, maybe tomorrow. But thank you so much for your help.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, it'll it'll be the same process that you just did for him and he'll just select agent broker and then if you look at the, you can kind of go back to the website and look at um what the options are because you can go ahead and select it and then see what information he needs to enter in um and just let him know that um hold on just a second let me get back to that page real quick.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] Sorry, I backed out of it. OK, so you'll go through the same, he would go through the same process, um, agent broker is what he was selecting and on that one you'll have to put in his last name, the email we have on record, and his date of birth, so.
[AGENT][NEUTRAL] Just FYI.
[AGENT][NEUTRAL] So I don't really, you don't really have to.
[AGENT][NEUTRAL] Put the tax ID number for his broke you won't want to put the tax ID number for the broker account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So all you need to pay on that is his last name, his email, and date of birth, and it's the same process, OK?
[CUSTOMER][POSITIVE] Great. Thank you so much.
[CUSTOMER][POSITIVE] Great. Thank you for your help, ma'am.
[AGENT][POSITIVE] Mhm have a great day thanks for calling APL bye bye.