AccountId: 011433970860
ContactId: ec42f536-9ccd-4106-bab2-cb6401a8f0c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323440 ms
Total Talk Time (AGENT): 142085 ms
Total Talk Time (CUSTOMER): 134709 ms
Interruptions: 4
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/ec42f536-9ccd-4106-bab2-cb6401a8f0c1_20250603T14:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hey, [PII], my name is [PII], and I'm a broker with Mark 3 employee benefits. How are you?
[AGENT][POSITIVE] Good, how about yourself?
[CUSTOMER][NEUTRAL] I'm good. Um, I have logged on to the portal before to pull our commission statements, but when I go to try to log on now, it's saying that I need to change the email and I.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The email that we have on file is the one associated.
[CUSTOMER][NEUTRAL] With us, so I'm not really sure about that.
[AGENT][NEUTRAL] Yeah, absolutely. So are you creating we had a a new um portal uh launch on Saturday and so um all of the existing brokers are having to create recreate the log in again um are you creating the um the log in?
[CUSTOMER][NEUTRAL] Mm, gotcha. I did not, I was not aware of that.
[AGENT][NEUTRAL] OK, OK, yeah, um, so are you trying to create the brokerage account or the agency account?
[CUSTOMER][NEUTRAL] Um, I think it's the broker one. I think that's the one that I log on. Let me real quick, let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So the broker one is the one that you.
[CUSTOMER][NEUTRAL] The broker account.
[AGENT][NEUTRAL] Does the groups and then the agency does the commission.
[CUSTOMER][NEUTRAL] Um, then it would be the agency. I'm just pulling our commissions for.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, yeah, so then you would need to go on to, um, you go to [PII] and then you go to the the log in and it should say create a create your OSC account.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you would, yes, or um just agency.
[CUSTOMER][NEUTRAL] And then agency or broker.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Since you pull a commission.
[AGENT][NEUTRAL] And then you would have to fill in the information not for yourself but for the agency.
[CUSTOMER][NEUTRAL] OK. And then,
[CUSTOMER][NEUTRAL] Sure. OK, so I just need to redo this again.
[AGENT][NEUTRAL] Yes, so, um, what was the agency name that you, you said in the beginning?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, Mark 3 employee benefits.
[AGENT][NEUTRAL] Mark 3.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and if you want while you're filling out that information, I can either confirm or say no that that information isn't correct so that way it can help speed up your your process because it has to match exactly.
[CUSTOMER][NEUTRAL] Sure, so I have our tax ID or email.
[CUSTOMER][NEUTRAL] Um, the city and zip code, do y'all show it for [PII]? Can you just verify that for me?
[AGENT][POSITIVE] Yes, yes, we do show it as [PII].
[CUSTOMER][NEUTRAL] It is [PII]. OK, alright, let me put it in that the total.
[AGENT][NEUTRAL] Yeah, and then,
[AGENT][NEUTRAL] Do you, do you know the account email that's been a tricky one people have been having as well.
[CUSTOMER][NEUTRAL] Um, it's, I originally set it up [PII]. OK.
[AGENT][POSITIVE] Yes, yes, yes, yes, that's correct.
[CUSTOMER][POSITIVE] Alright, cool.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] 28211.
[CUSTOMER][NEUTRAL] [PII] they are at [PII].
[CUSTOMER][NEUTRAL] Says there's not a user found with that info. Alright, let me try this again.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] 10
[CUSTOMER][NEGATIVE] Hm, yeah, it's, it's throwing me an error.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] OK, I'm gonna try and see if I can do this for you, um, and then it just, oh, OK, perfect.
[CUSTOMER][NEUTRAL] Oh, nope, I got it.
[CUSTOMER][NEUTRAL] No, I, I can't copy and paste. That was the issue. OK.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][POSITIVE] Good to know.
[CUSTOMER][NEUTRAL] OK, it's getting me to the um APL verification process and setting up a password. So, OK, cool.
[AGENT][POSITIVE] Perfect.
[AGENT][POSITIVE] OK perfect.
[AGENT][NEUTRAL] All right, well,
[CUSTOMER][POSITIVE] All right. Well, I appreciate your help. I'm glad I called you because I wasn't, wasn't sure about that, so.
[AGENT][NEUTRAL] Yeah, yeah, yeah, and so just so you know, um, for the brokerage account you're gonna have to set up an account as well, um, and it must be different than the [PII] email, um, and those are to that account is to view the group so, um, just as a heads up as well.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sure, we have another one that we can set up like that, yeah.
[AGENT][POSITIVE] Perfect, perfect, perfect. OK, well let us know if you need anything else, [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] All righty. Bye-bye.
[CUSTOMER][NEUTRAL] Alright bye bye.