AccountId: 011433970860
ContactId: 0ccca230-51e5-4eee-a517-60b45e411f7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279619 ms
Total Talk Time (AGENT): 113067 ms
Total Talk Time (CUSTOMER): 136688 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/0ccca230-51e5-4eee-a517-60b45e411f7f_20250602T20:15_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you? My name is [PII], and I'm calling from an agency National Marketing Group Services.
[CUSTOMER][NEUTRAL] Um, normally we have access to, I mean, let me start with this, did you guys change your, your page for brokers?
[AGENT][NEUTRAL] We did.
[CUSTOMER][NEUTRAL] OK, OK, so I'm not crazy, right? OK.
[AGENT][NEGATIVE] Don't, you are not.
[CUSTOMER][NEUTRAL] OK good that way I'm not, you know, I'm I'm, I'm still here then alright um to sign in we normally would have, we have uh a set user name and password. Do we need to re-register um now under the new portal?
[AGENT][NEGATIVE] You're gonna have to reregister everything you cannot use the same username.
[CUSTOMER][NEUTRAL] Because it's that yeah.
[CUSTOMER][NEUTRAL] Still
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, the username is not gonna be an email address.
[CUSTOMER][NEGATIVE] Well, it keeps asking me. I go into the, uh, it's whatever way I go like I go to broker's information and then I try to sign in, it's asking me for an actual email so clearly I would have just to start from scratch then and just do one for the agency.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] So,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Here's the deal, um, who's the broker that you usually?
[AGENT][NEUTRAL] Is tied to the agency.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see what we have on him.
[CUSTOMER][NEUTRAL] And it's national marketing group.
[AGENT][NEUTRAL] And is he [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] GON
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And what did you say his first name was?
[CUSTOMER][NEUTRAL] [PII] Last name is [PII]. Oh, [PII] [PII]
[AGENT][NEUTRAL] No, his, his
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see what email we have on file for him. Really, the best thing to do at this point is have him go in, yeah, so his has his email Roger 3, so he would go in, create his account using his email.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, so
[AGENT][NEUTRAL] He'd have to use the social, his, I can't remember if I asked for zip code.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] He create everything and then can add users.
[CUSTOMER][NEUTRAL] OK, but well I guess my fear is, is I just wanna make sure that once we do that all of our groups that we have existing will fall under that log in so that we're able to access and and work on the portal.
[AGENT][NEUTRAL] So he could.
[AGENT][NEUTRAL] the only writing agent?
[AGENT][NEUTRAL] Is he the only writing agent that you have? OK, um, let me see what we have under the agency for an email address.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Do you need the SCAN number?
[AGENT][NEUTRAL] No, I, no, I've got it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so he's got his email is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But the email under the
[CUSTOMER][NEUTRAL] At my [PII].
[AGENT][NEUTRAL] Yeah, so under the agency account then it's just [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] [PII], so the agency has.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And then we also had a log in for our commissions that also changed?
[AGENT][NEUTRAL] That would be under, that would be under the agency account.
[CUSTOMER][NEUTRAL] On the agency account.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, but we would still also have to reregister that.
[AGENT][NEUTRAL] You'll have to reg, correct.
[CUSTOMER][NEUTRAL] OK, alright, um, do our, so under the agency, do we have, um, our groups under there like for example Meta, which is one that we're just working on right now.
[AGENT][NEUTRAL] That would probably be under Roger's account under the agent's account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Agent OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, alright, so let me go ahead and create that for him under Rogers 3 and then we'll do the one for the commissions under Roger.
[CUSTOMER][POSITIVE] At my NMGS OK perfect. Alright, um alright thank you I appreciate your help on this. I'll go ahead and get to it right now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, no problem, [PII]. Is there anything else I can do for you while I've got you on the phone?
[CUSTOMER][NEUTRAL] Alright, no.
[CUSTOMER][POSITIVE] That's all I needed thank you so much.
[AGENT][POSITIVE] You're quite welcome. You have a great day and thanks so much for calling APL. Uh, bye-bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][POSITIVE] Alrighty bye bye.