AccountId: 011433970860
ContactId: 05835266-0ebf-494d-b23b-91929053919c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 539679 ms
Total Talk Time (AGENT): 106827 ms
Total Talk Time (CUSTOMER): 228173 ms
Interruptions: 4
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/05835266-0ebf-494d-b23b-91929053919c_20250617T15:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with Legacy. How are you today?
[AGENT][POSITIVE] Good. How about you?
[CUSTOMER][POSITIVE] Good, I think you helped me before.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I think you did. I think you did so I'm trying to set up the agency account but it's not allowing me so I'm not sure how to correct this.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah absolutely let me take a look.
[AGENT][NEUTRAL] And you said Legacy Financial, right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Financial, yes, exactly.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so when you created the broker account, did you use [PII]'s email?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I did, I did.
[AGENT][NEUTRAL] OK, OK, that is the reason why you have to have a different email to set up the broker or the agency account um if you could send me an email with.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. How can I switch that?
[AGENT][NEUTRAL] Yeah, if you send me an email with a a a different email address then we can have that switched over.
[CUSTOMER][NEUTRAL] OK, yeah, give me a second, mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, [PII], here you are. OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Consulting, OK, uh, for the OK, hold on, uh, for the broker account I'm trying to think.
[CUSTOMER][NEGATIVE] Oh God, this is confusing cause I used mine.
[CUSTOMER][NEUTRAL] For hours because we actually have a uh would it matter if I've used an an email for a employer account like a group account?
[AGENT][NEUTRAL] Yes, yeah, we, we, you can't use it's like a log in like you can't use the same login, yeah.
[CUSTOMER][NEUTRAL] It would? OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, oh God, I'm gonna have to change all of this. All right, so what if I.
[CUSTOMER][NEUTRAL] I'm trying to think if I can do.
[CUSTOMER][POSITIVE] Got it OK um.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oops, uh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, how could I, OK, I don't know if I, OK, hold on, uh, log in.
[CUSTOMER][NEUTRAL] OK. And then,
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Oh, let's see if this works. OK, so I have, give me a minute because I wanna.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, I'm gonna have to wiggle some things around because um I have another work email that's different um that it's my first name and then at Legacy finance. I wanna see if I could change our employer to that email address. Could that be done as well?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] If you wanna submit that in the request, we can always see if we can do that. Um, I, I don't know. I, IT is a little too high for my brain power, but
[CUSTOMER][NEUTRAL] Yeah, because that way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, let's see group.
[CUSTOMER][NEUTRAL] Alright, um, let me do our tax ID so that way.
[CUSTOMER][NEUTRAL] For the agency.
[CUSTOMER][NEUTRAL] Uh, agency account.
[CUSTOMER][NEUTRAL] Uh, can log in.
[CUSTOMER][NEUTRAL] Oh boy.
[CUSTOMER][NEUTRAL] I didn't realize that this was gonna be like we couldn't, so now I gotta kind of move things around.
[AGENT][NEUTRAL] I know, um, us either.
[AGENT][NEUTRAL] Yes, I know uh down the line, they will try.
[CUSTOMER][NEUTRAL] I know we switched, so, so you did switch the um the broker. It is showing the new email address. however, the login is still using [PII] uh for the one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so I don't know if I have to, one second, uh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Gosh,
[CUSTOMER][NEGATIVE] Feels like we just did this all wrong from the get go.
[CUSTOMER][POSITIVE] Oh goodness.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, so I'm trying to think, OK.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Alright, I am sending I just sent it to you.
[AGENT][POSITIVE] OK, perfect. I got it.
[CUSTOMER][POSITIVE] Excellent.
[AGENT][NEUTRAL] OK, I will send this over um to IT and see if this is something that we would be able to do.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much. Let me know in the meantime, is there any way for you to send the commit the most recent commission statement to [PII] at his email please?
[AGENT][NEUTRAL] Of course, yeah.
[AGENT][POSITIVE] Yes, yes, yes.
[AGENT][NEUTRAL] Yes, if we just need an email like confirmation just for our purposes that they are that you guys are requesting it um and then we can send that off to you guys.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] And then the the brokerage account would would be for Alfonso's server correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] The broker, yes, and then the um the agency is Legacy Financial Consulting, right?
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, yes, yes.
[CUSTOMER][NEUTRAL] Um, to do please.
[CUSTOMER][NEUTRAL] OK, I just sent you that email.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] Perfect.
[AGENT][POSITIVE] Alrighty, and we will get that sent over to you shortly, OK?
[CUSTOMER][POSITIVE] All right thank you very much I appreciate it [PII].
[AGENT][POSITIVE] Of course, yeah, you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.