AccountId: 011433970860
ContactId: 09dd5809-6bd8-4aab-8e36-44616becc584
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 319640 ms
Total Talk Time (AGENT): 163022 ms
Total Talk Time (CUSTOMER): 122131 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/09dd5809-6bd8-4aab-8e36-44616becc584_20250602T14:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII], um, at Bateman, Gordon and Sands Agency.
[CUSTOMER][NEUTRAL] I just tried to log in the [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] To get um like an employee of a group's ID cards and it's asking for an email address to start with now and that's not how we set up did it just change the online access?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, so on Saturday it did change so um the, the user names that were previously on there are no longer on there um so the broker of your um agency will have to set up a um an account again.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then he will have to or she will have to um create the user names under his profiles.
[CUSTOMER][NEUTRAL] So whoever's in charge here like [PII] like she would have to call in and.
[AGENT][NEUTRAL] Yes, if, yeah, well, if you want, um, let me see.
[AGENT][NEUTRAL] What was the agencies that you said you were with?
[CUSTOMER][NEUTRAL] Um, Bateman, Gordon, and Sands.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 66
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] I think [PII] is down as the um supervisor here.
[AGENT][NEUTRAL] Um, it doesn't look like it's [PII].
[AGENT][NEUTRAL] It would be like the head broker.
[AGENT][NEUTRAL] If you guess it, I can say, I can.
[CUSTOMER][POSITIVE] I like the, the owner is the owner is [PII].
[AGENT][NEUTRAL] Yes, that's who it is.
[CUSTOMER][NEUTRAL] But she like operates for him because he kind of.
[CUSTOMER][NEUTRAL] Doesn't do he's just there as a.
[CUSTOMER][NEUTRAL] The owner
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] She, she's [PII] is actually the, the principal acting principal, um.
[CUSTOMER][NEUTRAL] She's OK, so, so somebody has to call in for [PII].
[AGENT][NEUTRAL] OK, so that's, so [PII].
[AGENT][NEUTRAL] Well, [PII] has to go on to the portal and set the OSC up um the account up in order to um set everyone else's account up or if um you guys have like documentation that [PII] is the new primary broker um it would take a little bit, but we could have that transferred from [PII] to [PII].
[CUSTOMER][NEUTRAL] Um, does, does it have to happen online or can they call in?
[AGENT][NEUTRAL] Um, so they would, we would just need documentation for it just to like switch over someone's, um, the brokerage, um, you can call in, but they're gonna tell you to send an email about it and, um, but if you want, we can always send you a, um, ID card in the meantime. I know that someone probably would like that as soon as possible, um, and I, and I can give you an email I can give you the an email for that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Um, it's gonna be care team.
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] OK, because they had sent emails too we have um we sell through um.
[CUSTOMER][NEUTRAL] What's the GA's office called National Agency.
[AGENT][POSITIVE] Yes, yes, solutions.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes, and they were like looking into adding these 3 people and getting confirmations for me. I don't know why it's taking so long. So I just email the care team?
[AGENT][NEUTRAL] I, I, so if you need their ID cards, um, the care team is who you should ask for the, the ID cards, and they'll be able to assist you with that. Um, we are having a lot of issues with the new, the new, uh, OSC rolling out, um, so you are, are not the only one we've been receiving a lot of calls about it this morning, so, um, I don't want you to feel like this is just you guys either that is having this issue.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um, [PII] or whoever represents him has to go on to the portal to set up our OSC account and allow access for me and my coworker.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And then we what we would get like an email link to sign up?
[AGENT][NEUTRAL] Yeah, and you would get like a verification code.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] And your name is?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] [PII], thank you so much, [PII].
[AGENT][POSITIVE] Yeah, absolutely. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Um, I think that's good for now. I'm gonna email my supervisor and she'll have to go from there.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, sounds good.
[CUSTOMER][NEUTRAL] And then I'll email the the care team and see if they have the.
[AGENT][NEUTRAL] The ID cards. Yes, ma'am. Yeah.
[CUSTOMER][POSITIVE] The ID cards or whatever. OK, thank you so much.
[AGENT][POSITIVE] Of course. Have a great day.
[CUSTOMER][POSITIVE] Have a good day you too mhm bye bye.
[AGENT][NEUTRAL] You too bye bye.