AccountId: 011433970860
ContactId: 0b097ede-7980-40de-8648-c72ec6799a06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 518869 ms
Total Talk Time (AGENT): 184429 ms
Total Talk Time (CUSTOMER): 183696 ms
Interruptions: 4
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/0b097ede-7980-40de-8648-c72ec6799a06_20250103T15:00_UTC.wav
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[AGENT][NEUTRAL] [PII]. This is. How may I help you?
[CUSTOMER][NEUTRAL] Sorry, ma'am, I'm having a little trouble. Sounds like the phone's muffled. There we go. Thank you. How are you today ma'am? My name is [PII].
[AGENT][NEUTRAL] Can you hear me now?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Great. How are you today?
[CUSTOMER][NEUTRAL] Not too bad, ma'am calling in regards uh the online broker portal says my account is no longer active.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hm, let's go out here and look. Let's see.
[CUSTOMER][NEUTRAL] Uh, yeah, let's just look maybe it switched we had a principal agent changed, so maybe something's changed.
[AGENT][NEUTRAL] Oh, could be. Let me look you up here. Is that [PII]?
[CUSTOMER][NEUTRAL] Correct, it is, uh, my username is in [PII] the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let's see.
[AGENT][NEUTRAL] Get to the right screen here, give me just a second.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 47.
[AGENT][NEUTRAL] Is it, are you, was it a particular group that you're looking at or?
[CUSTOMER][NEUTRAL] Uh, I believe we only have one group with you, but I don't want to, um.
[CUSTOMER][NEUTRAL] Guess on that one.
[AGENT][NEUTRAL] OK, hang on. OK, let's see, [PII], I'm looking for.
[AGENT][NEUTRAL] Which agency are you with?
[CUSTOMER][NEUTRAL] The James Group LLC ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have numbers if you need anything.
[AGENT][NEUTRAL] Um, go ahead and give me one of the group numbers that you're working with. Let me.
[CUSTOMER][NEUTRAL] I don't, I don't wanna give you that one. How about an MPN or something like that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I'm just trying to, yeah, go ahead and give me that. Let me see if that'll work.
[CUSTOMER][NEUTRAL] OK, if not, it just takes me a while to get to the group numbers, uh, national producer number 821-7568.
[AGENT][NEUTRAL] That's fine.
[AGENT][NEUTRAL] Alright, so I can't find that in here. Give me just a second.
[AGENT][NEUTRAL] Hm. What's your agent ID? Do you know that?
[CUSTOMER][NEUTRAL] What's your ID you know that?
[CUSTOMER][NEUTRAL] Uh, not without a recent statement, um.
[AGENT][NEGATIVE] This is so weird.
[AGENT][NEUTRAL] OK. No, that's OK. I'm just usually I find you by your last name on our agent screen, but for some reason.
[CUSTOMER][NEUTRAL] I'll go, I'll go dig this up real quick. Give me just a moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said you're with the James group, right? I'm gonna look into that too.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Carrier policy number 21122.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK perfect thank you let's see.
[CUSTOMER][NEUTRAL] OK bye.
[AGENT][NEUTRAL] Group number
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Who is the principal agent if I can ask?
[AGENT][NEGATIVE] Yeah, that's where I'm going because I don't.
[CUSTOMER][NEUTRAL] I get one set up.
[AGENT][NEUTRAL] What do you say your username was?
[CUSTOMER][NEUTRAL] What did you say your email?
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] OK, I don't see that under that account, um.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] This is [PII] who shows the age in a record.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] This is paid to the James Group LLC then I assume.
[AGENT][NEUTRAL] Yeah, let me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's fine um my username was just deactivated obviously.
[AGENT][NEUTRAL] I don't see you even on here. That's weird. So you've actually logged into this group before?
[CUSTOMER][NEUTRAL] I'm sorry, say that again.
[AGENT][NEUTRAL] So you've actually logged in to this group before because I don't see you on the screen ever having access.
[CUSTOMER][NEUTRAL] Well ma'am, I don't log into a I log into the broker portal as I'm the and get the commission statement. That's all I need.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Got you. OK, so it must be underneath. I wonder if that's under the [PII] group. Let me look into them real quick.
[CUSTOMER][NEUTRAL] That is my agency, not a client.
[AGENT][NEUTRAL] OK, OK. Well, that's weird cause I usually can go right to where you're at.
[AGENT][NEUTRAL] Hm, that's weird.
[AGENT][NEUTRAL] I just, let me go one another route. Give me just one second.
[AGENT][NEUTRAL] So that's the agent number.
[AGENT][NEUTRAL] Pin number.
[AGENT][NEUTRAL] Manage
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] I'm looking at one other place. Give me just a second, I apologize.
[CUSTOMER][POSITIVE] All good.
[AGENT][NEUTRAL] So when did the agent, you said there was an agent change, agent record change. Do you know when that happened?
[CUSTOMER][NEUTRAL] Um, [PII] left around, I think the, the final day that [PII] worked was [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] OK, so let me check one other thing here. I don't understand why I'm not locating your information.
[AGENT][POSITIVE] Everything's got [PII] on it.
[CUSTOMER][NEUTRAL] Um, but, [PII] is the new president, and I mean I've always been.
[AGENT][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Uh, like all I need is commission statement access if you need to send her an email or include me to get this underway, whatever.
[AGENT][NEUTRAL] Yeah, that's what I'll have to do because like I said, it's all under her, so, OK, what is your email address?
[CUSTOMER][NEUTRAL] [PII] and yeah, no worries, let's just get this on the road.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, we can do that group LLC James Group LLC. OK, yeah, let me just, and your contact number that you're calling is the number you're calling from a good number to reach you at the [PII].
[CUSTOMER][NEGATIVE] Negative, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It can get you to me, but my direct line is [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, let me send an email over to her real quick asking for authorization and then once I get that um I'll reach out to you. I'll be sending you an email with a username and all that so you can get set up under this account, OK?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Got you, just make note she is out till Monday.
[AGENT][NEUTRAL] OK. OK. Well, good to know. So.
[CUSTOMER][POSITIVE] No worries. Like I said, I just gotta get this on the road. Sure, appreciate your time.
[AGENT][POSITIVE] OK. No problem. You have a great day.
[CUSTOMER][NEUTRAL] You as well, ma'am.
[AGENT][POSITIVE] Thank you. Bye-bye.