AccountId: 011433970860
ContactId: 0961d4c5-f5e7-45db-9d61-0762990732f3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 425619 ms
Total Talk Time (AGENT): 191827 ms
Total Talk Time (CUSTOMER): 148102 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/0961d4c5-f5e7-45db-9d61-0762990732f3_20250225T15:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi [PII] how are you today?
[AGENT][NEUTRAL] Just fine how are you?
[CUSTOMER][NEUTRAL] I'm doing well thank you um I'm calling because I'm my name is [PII] with Fortune Insurance and uh I'm calling because, uh, recently people have left the company and names have changed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And when I log into um.
[CUSTOMER][NEGATIVE] When I log into my account it just shows uh broker contact [PII] and then [PII] and neither one of them are with the company anymore.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me pull up your account and get uh let's see what we've got, yeah.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Thank you, OK.
[AGENT][NEUTRAL] You said your name is [PII], is that correct? Are you a [PII] broker?
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] [PII], yeah, [PII] with Fortune Insurance, yes.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I'm logged into my account right now actually.
[AGENT][POSITIVE] OK, no worries. I'm just gonna go, mhm.
[CUSTOMER][NEUTRAL] And then I when I see when I see the broker contact it's all wrong so I need to have that changed as soon as possible and I wanna know who I can talk to about that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, I can help you with that. Bear with me just a second. I'm trying to get into your account. Just had to get access to the right person.
[CUSTOMER][POSITIVE] Oh wonderful OK great.
[CUSTOMER][NEUTRAL] All right
[CUSTOMER][NEUTRAL] You want me to log oh OK.
[AGENT][NEUTRAL] Hang on just a second, let me get you pulled up on that online service center.
[AGENT][NEUTRAL] I can see
[AGENT][NEUTRAL] OK, so the first, OK, so what is your, so you, OK, so you're logged in. What is your username?
[CUSTOMER][NEUTRAL] I'm sorry, my name?
[AGENT][NEUTRAL] OK, no, your user name that you're signing in with.
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] So are you logging in under the agency or under your personal broker account?
[CUSTOMER][NEUTRAL] I'm logging into my account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But I also have access to the main account to the.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, what's your email address?
[CUSTOMER][NEUTRAL] The one that
[CUSTOMER][NEUTRAL] OK, my email address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] This is different. So let me go a different route. You said you're with Fortune Insurance. Let me go into the agency and look at that.
[CUSTOMER][NEUTRAL] Yeah, uh, yeah, I want, I wanna change the contact information to someone else. [PII], who's our new CEO. His phone number and his email address address stays the same.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Fortune insurance. Let me pull this up. You'll have to email that to us. We won't be able to do it over the phone, but let me, I still wanna look at the account though just to make sure.
[CUSTOMER][NEGATIVE] I think I sent an email about this a while ago but it hasn't been changed yet so I logged in and I still saw the wrong information in there so.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, Fortune insurance.
[CUSTOMER][NEUTRAL] So uh whenever we log in we wanna see the right information on the broker contact.
[AGENT][POSITIVE] Yeah, that makes sense for sure. Definitely wanna have the right stuff out here.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Fortune trying to get a couple, so is that fortune Fortune [PII]
[CUSTOMER][NEUTRAL] No, no [PII]
[AGENT][NEUTRAL] OK, no E, that's why, OK.
[CUSTOMER][NEUTRAL] F [PII] T U N and the word insurance 42 insurance I N S U R A N C E.
[AGENT][NEUTRAL] F O R T U N.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, well, that's bizarre because it doesn't come up like that.
[AGENT][NEUTRAL] OK, you know what, I'm gonna go a different route. Just give me just a second.
[CUSTOMER][NEUTRAL] OK, do your thing.
[AGENT][NEUTRAL] Give me your username again. I'm gonna look you up by your username.
[AGENT][NEUTRAL] Your online user name, what's your online username? I'm gonna look it up that way.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] OK, my, my username, my username is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] yeah.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] He's [PII] [PII].
[CUSTOMER][NEGATIVE] Yeah, [PII] [PII] [PII], he has to come off. He's no longer with the company.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All righty.
[CUSTOMER][NEGATIVE] He sold, he sold the company and he's all gone.
[AGENT][NEUTRAL] Alright, let me go ahead and pull up. Hang on just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that [PII]. OK, so, OK, so who is, you're, are you over that over this account now? Like, are you the primary person or are you just a broker under that agency?
[CUSTOMER][NEUTRAL] I'm just, I'm, no, I'm not the primary. The primary person should be on the broker contact info, which should be, uh, [PII] Page.
[AGENT][NEUTRAL] 1st 1st page, OK, so you said you sent an email recently about this?
[CUSTOMER][NEUTRAL] It's been sent a while maybe not by me but it I know it's been sent already because we've been trying to change all the agent of uh records, not, not.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it's probably OK, that's the AROR change as well, agent or record change. Hold on just a second, let me.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, yeah, yeah, it's still staying the uh the account, yeah, all the accounts are staying under Fortune insurance. It just had the fortune is no longer with the company.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] I see I have that email. Let me go look under. Let me just go look under.
[AGENT][NEUTRAL] [PII]'s file and see if it's in there. Give me just one second.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Killing me. I want da da da 4 insurance. OK, yeah, let me, let me do some research on this. I do see we have some emails in here that I need to figure out where, where we are in the process of this because it looks like we did get some stuff just recently and it doesn't look like it's been completed just yet. So let me, let me check on this and see what's going on and then what's a good contact number for you?
[CUSTOMER][NEUTRAL] OK [PII].
[AGENT][NEUTRAL] OK, let me check on this and I'll get back with you. My name's [PII] and my extension here is [PII].
[CUSTOMER][NEUTRAL] I'm sorry, what's your extension? I'm sorry?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and again your name again sorry?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Oh cool. Alright, so same with my stepdaughter right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright [PII], you got it. Alright, I'll wait for you to call me back. Alright, thank you so much. Have a wonderful day. [PII] bless bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK thank you have a good day you too I'll talk to you soon bye bye.
[CUSTOMER][NEUTRAL] Bye.