AccountId: 011433970860
ContactId: 1eed4350-40b0-4c0b-bcd8-47c92f1c0cf8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 360660 ms
Total Talk Time (AGENT): 180191 ms
Total Talk Time (CUSTOMER): 99171 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/1eed4350-40b0-4c0b-bcd8-47c92f1c0cf8_20250625T15:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning, um, [PII], I was added as an authorized user under my broker account, but when I tried to log in on the link that I got from you guys, it says an error or occur, and when I try to do forgot my password with the email, it says that my email is not registered so I was wondering if you could help me kind of set this up.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so what are you registering under a broker or an agency?
[CUSTOMER][NEUTRAL] I, uh, well we are an agency, um, but we have a lead broker.
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] What's your agency name first?
[CUSTOMER][NEUTRAL] NSI Insurance Group.
[AGENT][NEUTRAL] OK, so I don't see 1044510445. I don't see that NSI has created a portal. Who is the broker that you would be able that you you would be pulling for?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so two things, so I can see that [PII] has an account with us, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I cannot look internally into his account so I don't know how like if he added you as a user and he sent you the invite you should be able to click on the invite and then um as long as he put your email address incorrectly you should be able to log in depending on what level of access he gave you but.
[AGENT][NEUTRAL] You also NSI to receive commissions to like to pull the commission reports for [PII] you actually need an agency account so you actually need an NSI account.
[AGENT][NEUTRAL] But right now,
[AGENT][NEUTRAL] Um, our agency accounts are frozen, um, because we have, um, found like technical difficulties that we're working on with IT right now, um, so we can't set up any agency accounts as of right now it should be next week but that is fixed, but um, yeah, you wouldn't be able like to get to log into his it you wouldn't you would only see his groups you wouldn't see anything else.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So it's, it's
[CUSTOMER][NEUTRAL] Which is fine, but the link is the email on like for me to register the email that I got from you guys that he generated the link is not working, so is there any way maybe you could resend that or?
[AGENT][NEUTRAL] OK, the link for what I guess the.
[CUSTOMER][NEUTRAL] The link that [PII] sent me to after he added me as an authorized user um.
[AGENT][NEUTRAL] So, so that doesn't come, that doesn't come internally like it goes through the OSC but like he he would have to like resend that.
[AGENT][NEUTRAL] Like there's not a way for me to like resend yeah there's not a way for me to resend the link if it continues happening though I might have to have you send screenshots to us um so that we can send it into IT and then they might have to delete your account and then we start over.
[CUSTOMER][NEUTRAL] OK, so I'll just tell him to log into his account.
[AGENT][NEUTRAL] Depending on what the situation is, but um,
[CUSTOMER][NEUTRAL] OK, uh, what's your email so I can, I'm gonna have him re try to like kind of just delete my authorization and then redo it in case it doesn't work. Could I have your email so I can send you the screenshots, um, and then that way we could like maybe try to fix it.
[AGENT][NEUTRAL] Yeah, he, he would
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][POSITIVE] Perfect, so [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Exactly.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][NEUTRAL] Yeah, yeah, have him, to be honest, I don't know if he can delete your user account internally anyway, so you might have him see what he can do, but it might just be easier just to send screenshots and um kind of get the ball roll basically get the ball rolling with IT.
[CUSTOMER][NEUTRAL] OK, I'll I'll do.
[CUSTOMER][NEUTRAL] I think I'll see how busy he is and if anything I'll just do that.
[AGENT][POSITIVE] Yeah, sure, yeah, of course.
[CUSTOMER][POSITIVE] Perfect thank you so much for your help.
[AGENT][POSITIVE] Yeah, I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks bye.