AccountId: 011433970860
ContactId: ee10849e-1366-4711-908f-e5183438d1bd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 423519 ms
Total Talk Time (AGENT): 222662 ms
Total Talk Time (CUSTOMER): 138132 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/ee10849e-1366-4711-908f-e5183438d1bd_20250617T21:08_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], um,
[CUSTOMER][NEUTRAL] I'm [PII]. I work with your policy, and I am trying to figure out how to set up access for all of our account managers and APL as we start to write business with y'all. um, we have a log in under [PII]'s name. He wants me to start handling that, so I don't know how to.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Create myself a login or change his mind.
[AGENT][NEUTRAL] OK, so let's back up just a little bit so you're with the broker or the agency?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm a broker, yes, called your policy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I'm logged into [PII]'s dashboard and it says that I can manage users.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I don't
[AGENT][NEUTRAL] And so what exactly are.
[AGENT][NEUTRAL] So the question is whenever you start writing business.
[AGENT][NEUTRAL] How does the group
[CUSTOMER][NEUTRAL] I think we've already worked some accounts with y'all. I can't see any of them in this dashboard, this log in that I just logged in. I know it says one active group.
[AGENT][NEUTRAL] So are you under, did you log in, did you log in under your policy or did you log in under [PII]?
[CUSTOMER][NEUTRAL] We've got.
[CUSTOMER][NEUTRAL] Uh, logged in under [PII] because I didn't know what other login to look go under.
[CUSTOMER][NEUTRAL] I was told that he was like the the main user.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I've got another log in that the user name is get Workforce is that.
[AGENT][NEUTRAL] Hold on just a second, let me.
[AGENT][NEUTRAL] I gotta do a little bit of digging on my side to figure out.
[CUSTOMER][NEUTRAL] Kind of, uh, what I needed is a master login so I can add access.
[CUSTOMER][NEUTRAL] Or whoever.
[CUSTOMER][NEUTRAL] We can see all the groups.
[AGENT][NEUTRAL] OK, so that's OK, so, so who did, who do you need to add access to because each group that like comes on with either your policy or [PII], um, depending on what active broker you have like they'll have their own OSC account and then as when we set them up in our um so let's just for example if [PII] writes.
[AGENT][NEUTRAL] A new group and so he is the writing agent then that is who he would be tied to is with that group and it would fall under his broker OSC portal.
[CUSTOMER][NEUTRAL] OK, so we have a login per broker.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then can under that can we add logins for account managers within that broker?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Of course, so if you're in your dashboard right now, you'll go to settings.
[AGENT][NEUTRAL] And then you'll go to manage users.
[AGENT][NEUTRAL] And then you'll put the first and the last name and the email address of who you need to have access and then you will provide them with the level. Level 1 is the lowest and level 3 is the highest, so depending on if they need to see commissions you would give them a 2 or a 3.
[CUSTOMER][NEUTRAL] OK, so what's the difference between 2 and 3?
[AGENT][NEUTRAL] So 3 would be like they can see everything they can like do a changes, delete file claims, see commissions, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All of it run a group detail report, um, yeah, so they would have access to the entire dashboard.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And, and are we gonna?
[CUSTOMER][NEUTRAL] Are we gonna have a master login for all of YP, all the brokers that are signed up under YP or agents?
[AGENT][NEUTRAL] So that you would, so you would have to create one for your policy.
[AGENT][NEUTRAL] If that's um, yeah, so hold on a second, let me, I just lost my screen that I needed. So your policy is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So yeah, it looks like um your policy LLC.
[AGENT][NEUTRAL] I um
[AGENT][NEUTRAL] The email address is [PII].
[AGENT][NEUTRAL] So like that's how you would set up your policy LLC under an agency so when you go to that create OSC account you have the options you would choose agency and then you would follow.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] The setting up their credentials for the actual agency.
[CUSTOMER][NEUTRAL] So [PII]'s [PII]'s email uses that same email. I mean [PII]'s login, his profile is that same email, is that a problem?
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Yes, so it is um only one email per account so we would have to get it updated internally to if you had a secondary um email address and then we could set up your policies agency access with that um email address.
[CUSTOMER][NEUTRAL] Can I give you a new email address for it?
[AGENT][NEUTRAL] Um, you would have to send it through email for documentations and copy copy [PII] on that so that he knows and so that I can get it changed in our system.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and I'm emailing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just trying to refresh.
[CUSTOMER][NEGATIVE] My computer's so slow today.
[AGENT][NEUTRAL] Uh, it's just the minus 2, like it's just that day.
[CUSTOMER][NEUTRAL] Um, I don't see your email here. So what email am I using? Or am I just putting something contact form.
[AGENT][POSITIVE] Yeah, sure, you can do
[AGENT][NEUTRAL] Uh, you can do it at [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Do I need a um broker number or anything for it?
[AGENT][NEUTRAL] Uh, no, if you'll just place CC [PII] on it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So that he knows um just in case he, not that he would, but just in case he says no.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Yeah, he won't. He's the one that just told somebody that I was gonna be handling all this, so.
[AGENT][NEUTRAL] Sure. Yeah.
[CUSTOMER][POSITIVE] Yeah. All right. Thank you very much.
[AGENT][POSITIVE] Of course we'll get it once we once we receive the email we'll get it updated and we'll send you um.
[AGENT][NEUTRAL] A uh completion email and then you can uh start the process of the agency account set up.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] No, just let us know, of course, just let us know if you need any help.
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][NEUTRAL] OK. I will then.
[AGENT][POSITIVE] All right I hope you have a great day bye.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.