AccountId: 011433970860
ContactId: 1bd722cc-4a8a-4abf-8beb-d6863aec259e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 95639 ms
Total Talk Time (AGENT): 77142 ms
Total Talk Time (CUSTOMER): 14765 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/1bd722cc-4a8a-4abf-8beb-d6863aec259e_20250611T18:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] calling.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEGATIVE] I, I still can't get in.
[AGENT][NEUTRAL] Were you able to set up your account? You still can't get in my gosh, because we, I brought you up, I brought you up in our team meeting yesterday about what was going on. OK, so let me pull you back up.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, either one.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] The one that you already set up you were able to get in that but you can't get into your agency account correct?
[CUSTOMER][NEGATIVE] Well, I, I can't get into it anymore.
[AGENT][NEUTRAL] OK, you can't get into it anymore either, OK, probably because we changed your email address, but you were able to get in initially right? because we used your business address, OK.
[CUSTOMER][NEUTRAL] Probably.
[CUSTOMER][NEUTRAL] Admit.
[AGENT][NEUTRAL] Because I asked if we could switch it if that would be a problem. So the uh I think let me go back, I think the only resolution right now from what I'm being told is if you've already set up your broker account with an email address you'll have to have an a separate email address for your agency account. So if we switch the email addresses and put your personal email address on your agency account you'll probably be able to get in. Do you want to try that because I don't.
[AGENT][NEGATIVE] Uh we tried switching it and it's not working, apparently.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So whatever we need to do.
[AGENT][NEUTRAL] OK, let me, let me get with my teammate to get your email reversed and I will call you back and try it that way to see if we can get it resolved today, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is that OK? OK, hold tight. I'll call you here in just a little bit, OK?
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] Bye