AccountId: 011433970860
ContactId: 109ec816-6be2-4e42-af00-c4c472617e2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 364100 ms
Total Talk Time (AGENT): 153488 ms
Total Talk Time (CUSTOMER): 152918 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/109ec816-6be2-4e42-af00-c4c472617e2a_20250205T14:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Uh, my name is [PII] and I'm calling from Rob International. I need to get my password reset.
[AGENT][NEUTRAL] Need to get your password reset? OK, give me just one second.
[CUSTOMER][NEUTRAL] Actually what I need is my username, sorry.
[AGENT][POSITIVE] Oh, OK, yeah, that's no far, no worries.
[CUSTOMER][NEUTRAL] If I, if I have my username I'll be able to.
[AGENT][NEUTRAL] OK, 1 2nd.
[AGENT][NEUTRAL] Let me get on the online service center here.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] OK, and what is your name?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Last name [PII]
[AGENT][NEUTRAL] And are you a broker? You're the broker, right, with Hub International. OK. Let me sure. Alright, let's see.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Or it may be under [PII] and Associates we're in the process of merging.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] That's OK. OK, let me just get to the right screen here. I'm sorry, spell that name one more time. I'm sorry.
[CUSTOMER][NEUTRAL] The last name is [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yeah can be under the agency and say um let me see if it's under so it's heads move into a different name, is that what you said?
[CUSTOMER][NEGATIVE] No, no. We were something else and now we're without.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what was it?
[CUSTOMER][NEUTRAL] So it may be under the old name, it was [PII] and Associates.
[AGENT][NEUTRAL] What's that first word?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, don't have [PII]. Oh yeah, wait, hang on, [PII] don't have.
[AGENT][NEUTRAL] Network. OK, what's the new name?
[CUSTOMER][NEUTRAL] Hub International.
[AGENT][NEUTRAL] I know I'm familiar with that one. OK, which location are you with?
[CUSTOMER][NEUTRAL] I'm at uh [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Oh there it is.
[AGENT][NEUTRAL] [PII]. Oh, there we go. OK, let me get out here on this.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hold 1 2nd.
[AGENT][NEUTRAL] you
[AGENT][NEUTRAL] All right, I don't see you at that level for have International.
[CUSTOMER][NEUTRAL] Yeah, I don't think that has, that has taken place yet.
[AGENT][NEUTRAL] Yeah, [PII] as the.
[CUSTOMER][NEUTRAL] Yeah, she's in our office, but we came.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We just moved in actually.
[AGENT][NEUTRAL] OK, OK. I just need to get.
[CUSTOMER][NEUTRAL] Um, so I don't think that.
[AGENT][NEUTRAL] OK, I just need to send her and what type of access are you needing?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Are you needing to make changes? Mhm.
[CUSTOMER][NEUTRAL] I just, I just need to have access to the accounts that I had before.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Uh, if I give you one of the account numbers, maybe you can find it that way? OK.
[AGENT][NEUTRAL] Yeah, yeah, give me, yeah, give me one of the product numbers, yeah.
[CUSTOMER][NEUTRAL] Uh hold on.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] I have the 2.
[CUSTOMER][NEGATIVE] If I put on my glasses, it'd be better.
[CUSTOMER][NEUTRAL] 25921
[AGENT][NEUTRAL] 25921.
[CUSTOMER][NEUTRAL] That's MDM Hotel Group.
[AGENT][NEUTRAL] There we go, let's see, yeah, that one.
[AGENT][NEUTRAL] And that, uh, it just has the group contact on there so it doesn't show anybody but the group [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Yeah, that's the payroll uh director.
[AGENT][NEUTRAL] OK, so I need to get you access. So I should be able to get you access under Hub International. I just have to ask for um permission to get you on there.
[CUSTOMER][NEUTRAL] I have, I have access though. I, somebody sent me, I think I spoke to [PII], maybe.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. When was that? Was it recently?
[CUSTOMER][NEGATIVE] Uh, she, yeah, it was recently and she reset me, but I failed to save that.
[CUSTOMER][NEGATIVE] Because originally we had a uh login for [PII] as the as the broker, and we all had the one sign on, but then she changed that and I had requested my own and I got it the other day, but like I said, I didn't save.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, OK, hang on, let's see then, um, and you don't remember your username and she would have sent that to you in an email oh OK.
[CUSTOMER][NEUTRAL] I don't remember anything right now. Hold on. Uh, APL, let me see. Uh.
[CUSTOMER][NEUTRAL] I have a, an agent, I don't know what you call that. I have a number that they when they requested the, the ENO.
[AGENT][NEUTRAL] Yeah, let me hang on just a second. Yeah, let me get to another screen. Give me just a second. OK, yeah, you have your agent ID what is that.
[CUSTOMER][NEUTRAL] Uh, it's
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 20006602.
[AGENT][NEUTRAL] Give it to me one more time, 200.
[CUSTOMER][NEUTRAL] Uh, 0, it's 300.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then 6602.
[AGENT][NEUTRAL] 6602 OK.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Well, it's not in here. That's so weird.
[CUSTOMER][POSITIVE] Oh, never mind. I found, I found where they sent me the, my user ID. No worries. I got it.
[AGENT][NEGATIVE] I don't understand.
[AGENT][POSITIVE] OK, OK, OK, sorry. Do you need anything else? I'm so sorry.
[CUSTOMER][POSITIVE] I got it it's OK.
[CUSTOMER][POSITIVE] No, no, it's OK. That's fine. Thank you. Thank you.
[AGENT][POSITIVE] You got it? OK. OK. You're most welcome. Have a good day. Bye-bye.
[CUSTOMER][NEUTRAL] You too bye bye.