AccountId: 011433970860
ContactId: 0c8137b5-7be0-4fbb-b624-e9601ec3b015
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210740 ms
Total Talk Time (AGENT): 100580 ms
Total Talk Time (CUSTOMER): 129610 ms
Interruptions: 6
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/0c8137b5-7be0-4fbb-b624-e9601ec3b015_20250624T16:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII] at NAS. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm good. I bet you can't get why I'm calling.
[AGENT][NEUTRAL] Um, commission statement or OSC access.
[CUSTOMER][NEUTRAL] Bingo bingo and you.
[AGENT][NEUTRAL] What was that?
[CUSTOMER][NEUTRAL] OK, so if you can look at.
[CUSTOMER][NEUTRAL] This is a situation where they registered the agency account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And now they can't register the agent because it's the same email.
[AGENT][NEUTRAL] OK, OK, let me pull this one up. Give me just a second here. Yeah, so do they, do they have an alternate email address to use on the agent account?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Well, um, is that what we're doing until they figure out the fix?
[AGENT][NEUTRAL] Yeah, we have a meeting tomorrow at [PII] I think to go through all this because we right now the agency account we've kind of frozen anybody setting up any agency accounts right now because we're having a technical issue so we're trying to get something fixed on the back end of that and make sure like if they have an agency account and a broker account that we're able to tie those together but I haven't.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] At the moment we're still using two separate email addresses that I know of. I don't, I haven't heard that they've changed that particular thing because of that being your username now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so let me ask you this question before I go back to them and ask them for a second. What is it possible, and it's OK if it's not, so is it possible to like deactivate the agency account that they've activated and then they can go in and just do the agent because obviously that's more important for them at this point.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right. I've asked that question. I have asked that question like 5 times and I, yeah, I.
[CUSTOMER][NEUTRAL] Or would that create
[CUSTOMER][NEUTRAL] That's OK. No, no, but, yeah, let's not. I will let them know.
[AGENT][NEUTRAL] Yeah, sorry.
[CUSTOMER][NEUTRAL] Yeah, because we don't, we don't wanna throw any more monkey wrenches into the pot. OK, so I will let them know that we need to get an alternate email for the agent account and then I assume there's not gonna be any trouble with you guys changing that.
[AGENT][NEUTRAL] Yeah, right, right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, we just, I just would need to, yeah, I just need to know who it is and then we'll have to update it on our end on the agents on the broker's account and then once we have it updated they should be able to go in and set up the broker account.
[CUSTOMER][NEUTRAL] Like what
[CUSTOMER][NEUTRAL] OK, so if I switch it to because I, I already know what she's gonna tell me to switch it to if I, I will send it to you in an email that way you have the email trail if we switch it to another person within his office then.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, perfect, yeah.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She can go in, set up his agent account and assign some users.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Perfect. OK, OK, that's, that's what I need to know. Also, um, are, do they have the capability of updating addresses for agents and agencies or does that still need to come through?
[AGENT][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] That still needs to come through us like normal. Yeah, yeah, yeah.
[CUSTOMER][POSITIVE] An email or OK, OK, perfect. I, I will have her send me confirmation that apparently they've moved, so, um, OK, that's awesome. That's what I need to know. Thank you, [PII].
[AGENT][NEUTRAL] Oh, OK, yeah, yeah. OK.
[AGENT][POSITIVE] All right. Thank you. You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Talk to you soon. You too. Bye-bye.
[AGENT][NEUTRAL] OK, bye.