AccountId: 011433970860
ContactId: 28772680-c0b3-4d7d-9ef1-8bbc66560715
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 296320 ms
Total Talk Time (AGENT): 137753 ms
Total Talk Time (CUSTOMER): 87426 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/28772680-c0b3-4d7d-9ef1-8bbc66560715_20250605T19:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL sales. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Hi [PII], how are you doing today?
[AGENT][POSITIVE] Good, how about yourself?
[CUSTOMER][NEGATIVE] I'm doing all right. uh, I don't know something's going on with your website. I used to be able to log in with no issues and now it's not letting me log in anymore and I don't know what's going on.
[AGENT][NEUTRAL] Yes, we updated our OSC, the online portal on Saturday and so everyone is having to update their um or create a new login.
[CUSTOMER][NEUTRAL] OK, so what do I gotta do here because so, so I have to go create my LSC account, is that what I gotta do?
[AGENT][POSITIVE] Yes, sir. Yes, sir. And um to help you with this.
[CUSTOMER][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] Um, do you
[CUSTOMER][NEUTRAL] Alright, um, would it be, would it be under agent? How would it, what, what would be it says which role best describes your agency, agent or broker? I'm with Fortune Insurance.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] What was that brokerage you said was?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What was the brokerage you just said?
[CUSTOMER][NEUTRAL] 42 insurance.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] So [PII], um, it looks like we do have you obviously in in our system. Do you have the authority to use the agency account?
[AGENT][NEUTRAL] Of 14 insurance do you have the like the authority to set up that account I guess because we have someone listed um under the a different email address but I just didn't know if if you needed to set that up as well.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEGATIVE] OK, because when I, when I go create my OCS account if I hit agent or broker and I put my information, it says it can't find me, so I don't understand what's going on with this.
[AGENT][NEUTRAL] OK, yeah, absolutely. What's the um agents uh email address that you're putting in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's probably the issue. Uh, we have in our system [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's that's another company I was with a long time ago.
[AGENT][NEUTRAL] OK, um, do you, can you send us an email to update that email address and we can get that fixed for you so you can set up your new account?
[CUSTOMER][NEGATIVE] Oh Jesus, OK, what do I gotta send? This is ridiculous. You guys make changes and then we get screwed, can help our clients. Alright, so what do I gotta send an email to?
[AGENT][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] OK, one more time, start again. I'm sorry?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hey
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and you and right now you have [PII]?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] How the hell could you still have that? That's like 2 companies ago. That's ridiculous and I was already on your system a while ago.
[CUSTOMER][NEGATIVE] Oh my God, you guys are a mess. OK, alright, so what do, what do you want me to put in the body of the email?
[AGENT][NEUTRAL] Um, just say, uh, can you OSC brokerage account.
[CUSTOMER][NEUTRAL] What's the subject or what?
[AGENT][NEUTRAL] And then in the body of the email, just say, can you please update my email address to the current email and then we can get that fixed. I will send you an email once it's updated and then we can, and then you can process your uh brokerage account.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so how do I terminate a client so how do I terminate an employee now for an employee that uh for one of my clients now?
[AGENT][NEUTRAL] Yeah, absolutely our internal systems are still working, so you can send that over to us and we can terminate that employee.
[AGENT][NEUTRAL] If you wanna send in a separate email to that same address, email address I provided you with, we can get that taken care of.
[CUSTOMER][POSITIVE] OK, thank you so much I appreciate it all right have a great day.
[AGENT][NEUTRAL] Of course you as well bye bye.