AccountId: 011433970860
ContactId: 146c649d-41e5-443e-9dec-3bbec97a5bae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299350 ms
Total Talk Time (AGENT): 148220 ms
Total Talk Time (CUSTOMER): 161551 ms
Interruptions: 4
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/146c649d-41e5-443e-9dec-3bbec97a5bae_20250602T18:50_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], um, I just called a little bit ago, um, I am calling for a couple, a couple items here, um, I.
[CUSTOMER][POSITIVE] I'm working with the two producers that um are listed under the agency of for quotes insurance underwriters. I was, you know, the, the, the website was changed so I was able to successfully.
[CUSTOMER][NEUTRAL] Um, assist one of the producers that was listed as the main producer, um, but I'm now trying, we're trying to add the other producer and I'm not showing where we could do that and then the other item I'm calling for is I have a client that is.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm trying to download the invoice in Excel format where the site before used to give you the option to do PDF in Excel and she can't figure out how to do it now, um, via or with using the Excel version so uh was that a like was was that um removed or is that still available through the new portal?
[AGENT][NEUTRAL] Yeah. Yeah, absolutely. So, um, I can start with the XL one first. So right now we do not have it. Um it is something that people have brought up that they want back. Um, so we have, we are in the works of having it back. It's just not right now. Um, I'm not quite sure on the timeline of it, but right now all we have are the PDF.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got it. So it's not available in Excel you're working on it for now. PDF is the only option. OK, I, I will let them know and now I know, um, so then now item number 2 a little bit I think more complicated.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Correct, correct.
[AGENT][POSITIVE] Yeah, absolutely, the producer.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Yes, so, so why?
[CUSTOMER][NEUTRAL] I need to add the other producer under the agency, their husband and wife. I was able to to help her and now I have to help him.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so he is the main producer on it, correct?
[CUSTOMER][NEUTRAL] No, I was told that she is and so she, um, yeah, yeah and she has the access we're just trying to add him now.
[AGENT][NEUTRAL] She is the main, OK.
[AGENT][POSITIVE] OK perfect.
[AGENT][NEUTRAL] Yeah absolutely let me log on um so I can walk you through it um step by step so you're gonna have to log on to her portal. Do you have access to her portal?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah yeah I'm I'm on there now.
[AGENT][NEUTRAL] OK perfect perfect and then do you see on the left hand side it says dashboard agents group resource center and settings?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, if you collect
[CUSTOMER][NEUTRAL] Well, I don't have settings. I have I have production agents groups resource center manage users and help.
[AGENT][NEUTRAL] OK then it might be under manage users mine just says settings.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you can um what does yours say?
[CUSTOMER][NEUTRAL] I am the senior account manager and also serve as their assistant. I'm gonna need access to.
[AGENT][NEUTRAL] Yes, so does your say manage users when you click the manage user tab?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK and then do you see on the right hand side where it says add new user?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, perfect. So you'll select that and then you can add the um yourself on there.
[AGENT][NEUTRAL] Um, and, and give yourself access.
[CUSTOMER][NEUTRAL] OK, but first I'd like to ask [PII] because he's the one that has groups attached to him, so we wanna make sure that all his groups uh.
[AGENT][NEUTRAL] Yeah, so the groups.
[AGENT][NEUTRAL] Yeah, the groups will be under his personal account, not under the agency account um if he wants access, I don't know how it works but um the agency account is more so for commissions.
[CUSTOMER][NEUTRAL] OK, yeah, they're gonna they're gonna need to access that information too. I was under the impression that everybody could be under the agency, him, her, or is there a different access on the agency level?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You can.
[AGENT][NEUTRAL] You can so the agency will just be more so the commission side of things and then like the personal brokers one is more so they can view the groups they can um they can see who you know add change things like that. Now I will say um you can't use the same email address for the agency as well as the broker's account so um if we need to add someone else's email on the broker side, let us know and we can update that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] Alright, so I, I, I think I, I know what I need to do here. Um, I appreciate your help. That's what I was calling for alrighty.
[AGENT][POSITIVE] Yeah, absolutely, and, and call us back if you need anything else, OK?
[CUSTOMER][POSITIVE] Alrighty have a great day bye.
[AGENT][NEUTRAL] You as well bye bye.