AccountId: 011433970860
ContactId: 100ecb67-4551-4fbb-beaa-58459ed1a2c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 301899 ms
Total Talk Time (AGENT): 106307 ms
Total Talk Time (CUSTOMER): 166495 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/100ecb67-4551-4fbb-beaa-58459ed1a2c5_20250609T16:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII].
[AGENT][NEUTRAL] I can
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] In the care team, hey, I've got Miss [PII] on the phone. She's with Brown and Brown Agency.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, she was trying to set up the online service center for [PII], who is the broker, and she made some mistakes and she needs some help. She actually put in her email rather than.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] [PII]'s email to get her confirmation code and now she can't get back in.
[AGENT][NEGATIVE] Yeah, um, she's gonna have to start all over again because they don't have a fix for that just yet.
[CUSTOMER][NEUTRAL] OK, alright, would you mind speaking with her and letting her know?
[AGENT][NEUTRAL] No, that's fine.
[CUSTOMER][POSITIVE] OK, OK, thank you.
[AGENT][NEUTRAL] OK, we'll do that
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yes ma'am thank you so much bye bye.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] Thank you for holding this is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] Good, I'm hoping you can help me so I was assisting my boss [PII] for because there's a couple of us that need access to the APL account for our accounts.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and we assist her, obviously she's the boss, we're the AEs, um, and we are, right, so I.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEGATIVE] The first issue was she had you had the old address of her email address on file which I had to use because they told me it would have to link the old with the new which I understood, but the girl when she was helping me, I put in my email to get the code and now I believe I must have done something to screw it up because now the user name is my email.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] With the password, it should be [PII]'s email, not mine, right?
[AGENT][NEUTRAL] Um, so.
[AGENT][NEUTRAL] Are you able to get in with your email and password?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Because so you're each gonna have your own account unless she's setting you up as a user under her account and then if that's the case, have you, you can't, you're it's not letting you sign in under her email with the email or with the password anymore.
[CUSTOMER][NEUTRAL] I just think it's using my email for her account.
[CUSTOMER][NEUTRAL] Do you know what I mean?
[AGENT][NEUTRAL] You've been using your email for her account, yes.
[CUSTOMER][NEGATIVE] Yes, but I think I'm, I must have screwed something up. Can you just go in and check to see if everything looks good?
[AGENT][NEUTRAL] Yeah, no, I, I'm just saying I, I'm trying to understand what you're asking. Like you went in with her email or you did not.
[CUSTOMER][NEUTRAL] Well, I think that her account.
[CUSTOMER][NEGATIVE] Well, I put in her email but apparently my to get into the account, she hasn't added me yet, so I think I must have screwed something up and put my email for her original account is what I'm saying.
[AGENT][NEUTRAL] OK, OK, so we can't fix any of that.
[AGENT][NEUTRAL] You have to start all over again.
[AGENT][NEUTRAL] If you're wanting it to just use her email and not your email.
[AGENT][NEUTRAL] And and it's a known issue they're trying to correct it but.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, so I can start over again and do this again? OK, how do I do that?
[AGENT][NEUTRAL] Correct, with her email.
[AGENT][NEUTRAL] The same way you set it up with your email, you would have to do it with her email.
[CUSTOMER][NEUTRAL] OK, so let me log out.
[CUSTOMER][NEUTRAL] I, I, OK, so create your own USC account agent or broker. I know, I know.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] OK, I'm just trying to help her and I end up screwing things up. Uh, sometimes that happens. It's OK.
[AGENT][NEUTRAL] So I would do it under agency because from what we've been told everything like if you set her up under agency you guys should be able to see everything that way.
[AGENT][NEUTRAL] And you
[CUSTOMER][NEUTRAL] Well, no, I don't wanna do that because um the only reason why I don't wanna do that is because there's different brown and brown agencies so I only focus on hers. I don't touch anything with the agency I'm only doing her you know what I mean?
[AGENT][NEUTRAL] Oh, got it. OK, got it. Mhm.
[CUSTOMER][NEUTRAL] I'm not touching the commission stuff. I'm only doing everything under her for the accounts of our office that's it.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] Got it. OK.
[CUSTOMER][NEUTRAL] OK, so let me do next. So I'm gonna do, I'm gonna do agency or agent. I put her last name, her email that you have linked to the old account [PII] is her date of birth. Shit, it's not going through.
[CUSTOMER][NEUTRAL] Did I do something wrong?
[AGENT][NEUTRAL] Is is it giving you an error?
[CUSTOMER][NEUTRAL] She's [PII], correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What what error.
[CUSTOMER][NEUTRAL] Yeah, [PII]. Let me see next it says to call you guys and I'm talking to you now.
[AGENT][NEUTRAL] OK, yeah, so the