AccountId: 011433970860
ContactId: 1af2eb6b-deda-4837-a7b6-d10f1787fa04
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 869570 ms
Total Talk Time (AGENT): 312343 ms
Total Talk Time (CUSTOMER): 383906 ms
Interruptions: 12
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/1af2eb6b-deda-4837-a7b6-d10f1787fa04_20250605T19:29_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. My name is [PII], and I'm calling from the Coyle Kylie Insurance Agency, and I need some assistance being able to log into your new website.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Um, because we have, uh, a, a client with you guys, and, um, I'm not able, it's not recognizing [PII] who's the broker, it's not recognizing him.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so is it, are you talking, I'm sorry, are you talking about the broker or the agency? What are you trying to log into on the new OSC?
[CUSTOMER][NEGATIVE] Um, well, I tried agency first, that didn't work. Then I tried broker, that didn't work. So I don't know what to tell you. He was originally signed up as a broker, not as the agency, I don't believe.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what is the last name of the broker?
[CUSTOMER][NEUTRAL] Uh [PII] His first name is [PII].
[CUSTOMER][NEUTRAL] I have a social and date of birth if you need that.
[AGENT][NEUTRAL] No, I think I found them. Let's see, um, so.
[AGENT][NEUTRAL] It is sensitive to the information that we have here so what tax ID number were you using for the broker?
[CUSTOMER][NEUTRAL] For, well, I wasn't using his social number. I was using uh [PII]'s tax ID number because that's where commissions are to be paid.
[CUSTOMER][NEUTRAL] So I assumed it was under [PII], but maybe it's not. I didn't think of that, um.
[AGENT][NEUTRAL] OK, so you, so maybe let's see, so you maybe need, are you, did you say that you're with um [PII]? sorry.
[CUSTOMER][NEUTRAL] Let me try. Let me see.
[CUSTOMER][POSITIVE] Yeah, I'm with [PII], yes, that's correct. Uh-huh.
[AGENT][NEUTRAL] OK, OK, perfect. OK, give me just a second. I'm gonna move to a different screen. Give me 2 seconds.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I mean, I just assumed that that's the one I should use, but maybe he put in his own personal one. I didn't really think about doing that, um.
[AGENT][NEUTRAL] No, OK.
[AGENT][NEUTRAL] No, you're fine. OK, so what tax ID number were you trying for [PII]?
[CUSTOMER][NEUTRAL] I was doing [PII].
[AGENT][NEUTRAL] OK, that's perfect and then hold on I'm trying to get to my site too as I'm um talking to you and then what city were you using?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I put in [PII].
[AGENT][NEUTRAL] OK perfect [PII] and then zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And make sure that I'm so so security and you put his social in correct?
[CUSTOMER][NEUTRAL] I did not. I put
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The tax ID number for [PII]. I didn't put his personal social security number in there.
[AGENT][NEUTRAL] What? OK, so what is
[AGENT][NEUTRAL] Yeah it might be the social. Do you know what his social is ending in? Do you have do you have that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], yeah, [PII].
[AGENT][NEUTRAL] OK, hold on, I'm gonna do if you don't mind I'm gonna do this on my side really fast.
[AGENT][NEUTRAL] I go, what did I choose?
[CUSTOMER][NEUTRAL] OK, see if it recognizes them. OK.
[AGENT][NEUTRAL] Yeah, let me see.
[AGENT][NEUTRAL] Next.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, maybe this is it because on the agency asked for an email. What email address were you giving like were you putting in there?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Yeah, so this, so our what we have under [PII] Insurance agency is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] What do you have? Run that again. You, you cut out. What was that?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Wait, wait, wait, wait, wait, this is too fast, that's too fast for an email address?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, give me it again slower.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, uh-huh.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Oh, I wanna get that one. OK. All right.
[CUSTOMER][NEUTRAL] That's the email address that you have for [PII].
[AGENT][NEUTRAL] On file, yes. Mhm.
[CUSTOMER][NEUTRAL] OK. Maybe I should just sign sign him up under um the agency instead of as an agent or broker.
[AGENT][NEUTRAL] We'll try, so.
[CUSTOMER][NEUTRAL] Maybe we should just do that.
[AGENT][NEUTRAL] So try your tax ID number again, try your city and try your zip because you were correct on all those but use this email that I just gave you.
[AGENT][NEUTRAL] And it should let you and it should let you get through mhm.
[CUSTOMER][NEUTRAL] OK, all right, let me try that.
[CUSTOMER][NEUTRAL] Alright, let me see here. What's that in no dash in the social or in the tax ID number correct?
[AGENT][NEGATIVE] Uh, no. No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] No user was found with the information that was entered.
[AGENT][NEUTRAL] OK, I'm gonna do it on my side. Give me just a second.
[CUSTOMER][NEGATIVE] That's the problem I've been having.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] City
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so I'm
[AGENT][NEUTRAL] It let me through. I don't know what the difference was but do you want me?
[CUSTOMER][NEUTRAL] See it doesn't, it doesn't let me through.
[AGENT][NEUTRAL] Do you want me to continu[PII] and I can set up a um a password that you can change?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Um, hang on just a moment. Let me try, just curiosity. Let me try, um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I wanna make sure that you're in the agency, OK.
[CUSTOMER][NEUTRAL] Him as a broker.
[CUSTOMER][NEUTRAL] Oh yeah, let me try him as a broker. I wanna see if it'll recognize him with his personal social.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] C
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No, see, I put in his information, his email address under him as a person, as an agent, the zip code [PII].
[CUSTOMER][NEUTRAL] Maybe I need to put in [PII].
[AGENT][NEUTRAL] So, it's still gonna be sensitive to what
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] No, it doesn't recognize that.
[AGENT][NEUTRAL] So it's still gonna be sensitive to what we have, so give me just a second.
[CUSTOMER][NEUTRAL] OK. Well, let me try [PII]
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It doesn't recognize him.
[CUSTOMER][NEUTRAL] As a person as an individual agent it's not recognizing them.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so whenever I did agent or broker it didn't work on agent or broker for him. I don't know. Let me make sure what is what's his social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It's weird, that's what I put.
[CUSTOMER][NEGATIVE] I know. See, that's why it's got me baffled too. I'm like, well, maybe we should do it as an agency. Maybe we should do it as a
[AGENT][NEUTRAL] Yeah, I don't know why it's not, yeah.
[CUSTOMER][NEUTRAL] Not knowing, you know.
[CUSTOMER][NEUTRAL] Maybe I should have you sign us up as an agency.
[AGENT][NEUTRAL] The user was not of the information that was entered.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Maybe I should have you sign this up as an agency and then that way, um.
[CUSTOMER][NEUTRAL] You know, I can go in and change the password or whatever and we'll just be in as an agency instead.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, of him as an individual and then anything that's written to the agency will show up, correct?
[AGENT][POSITIVE] Yes, mhm, it absolutely will, yes.
[CUSTOMER][NEUTRAL] Under that password and stuff. OK, good, good. OK, good. I just wanna make sure. OK.
[AGENT][NEUTRAL] Yeah, so let's put in a tax, yeah, of course, put in tax ID and then let's put in.
[AGENT][NEUTRAL] Rockford.
[AGENT][NEUTRAL] Oh well of course no it's not gonna let me do it. Come on, let's see.
[AGENT][NEUTRAL] Do you have access to the [PII] email?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, it's going to send you a verification name or verification number in just a second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, I don't have access. I don't have access to her email. She has to send it to me.
[AGENT][NEUTRAL] OK, will she do that?
[CUSTOMER][NEUTRAL] If that's what you're doing, she's gonna have, well I don't know um hang on let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me see if she's even.
[CUSTOMER][NEUTRAL] I can't, she's not on her, she's not um on her phone, so I don't know what to tell you.
[AGENT][NEUTRAL] OK, yeah, it's gonna.
[CUSTOMER][POSITIVE] Cute. Um.
[AGENT][NEUTRAL] It's gonna send her a verification code.
[CUSTOMER][NEUTRAL] I can't
[CUSTOMER][NEUTRAL] Is it timed? Is it a timed thing that you have so much time to
[AGENT][NEUTRAL] Um, probably it sends to, yeah, it sends two different verification codes on two different places on this whenever I'm setting it up, um, so she, we would have to have it.
[CUSTOMER][NEGATIVE] Put it in, uh, sucks.
[AGENT][POSITIVE] You, I mean, you can definitely call.
[CUSTOMER][NEUTRAL] Yeah, no, she's offline, so she's not, she's not working probably today or something, but she's, she's not in the office today, apparently.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, is there something is there something immediate that you need help with that I can help with internally until we can.
[CUSTOMER][NEUTRAL] No, I was just trying to get set up so that I would be ready, you know, that's all I was trying to do.
[AGENT][NEUTRAL] Oh understood.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][POSITIVE] Just trying to set up so I would be ready.
[AGENT][NEUTRAL] Of course, um.
[CUSTOMER][NEUTRAL] So I have to call again and we'll start all over I guess uh darn it, OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, yeah, it won't take, it won't take too long. What is your, um,
[AGENT][NEUTRAL] What's your email address?
[CUSTOMER][NEUTRAL] My email address is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, I just sent you an email from my personal email.
[AGENT][POSITIVE] This is my email and then you have my direct line as well so you can give me a call whenever she's in the office and we're ready and I can walk through this again, it will not take very long.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um, let's see here.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] The 405 number?
[AGENT][POSITIVE] Yes, that is my direct number. Yeah, the 800 number is just this line that you've that you called in, so either one, that's my direct, that will help.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, I see. OK, OK, alright, OK, alright, well we'll try that and see. I just need it set up for just a short time. I don't know if we're gonna be writing any more business with APL or not. We've only got 11 client with APL. Um, there may be others in the future, but I don't know, you know, so I only need it for just this one client which is figures, you know, um.
[AGENT][POSITIVE] Make it faster, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, yeah.
[AGENT][NEUTRAL] Yeah, well, I mean,
[CUSTOMER][NEUTRAL] So, uh, OK.
[AGENT][NEUTRAL] Once we set up the log in obviously your log in is indefinite and if you add more business then it will fall under your agency so then yes it will keep exactly so regardless of you like writing more business or if you do or don't like it's just there for you so.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] It'll just show up under the agency, uh huh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right. Well, we'll, we'll try this again. I'll have to make sure she's in the office when next time I try it, otherwise, it's not gonna work out. So, um, OK. All right. OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure. Yeah.
[AGENT][POSITIVE] OK. Thank you. Have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye.