AccountId: 011433970860
ContactId: 2a239672-8899-41c4-8f6c-cc40c84081a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270600 ms
Total Talk Time (AGENT): 143039 ms
Total Talk Time (CUSTOMER): 85240 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/2a239672-8899-41c4-8f6c-cc40c84081a2_20250131T19:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. How are you?
[AGENT][NEUTRAL] Just fine. How are you?
[CUSTOMER][NEUTRAL] I'm good. I am calling because I am trying to um
[CUSTOMER][NEGATIVE] Log in online to pull a commission statement for my my broker upstairs and it says my username is no good.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Uh oh, OK, let me see, um, what is, what, OK, which agency is it for?
[CUSTOMER][NEUTRAL] Dreamer Insurance.
[AGENT][NEUTRAL] Oh yeah, I was talking to, what's his name earlier, [PII]. Hang on just a second, let me pull this up.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] I mean I don't know why my user name is no good, but it's no good.
[AGENT][NEUTRAL] Well, that's weird. Let me go out here and look really quick and see what we have going on and get back out here on the internet and I can look at it real quick.
[AGENT][NEUTRAL] Oreer insurance let's see.
[AGENT][NEUTRAL] And she
[AGENT][NEUTRAL] I think under [PII]'s account. Hang on one second. No, it's under [PII] mm, yeah, it was under.
[AGENT][NEUTRAL] [PII]'s account I think is what it was [PII] let me get back over to her real quick.
[CUSTOMER][NEUTRAL] Yeah, and I'm [PII], so.
[AGENT][NEUTRAL] Yeah, I knew you. I remember talking to them saying that there was somebody on someone else on there that had access to you and [PII]. So let's see. So I have [PII], is that you?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me check something really quick with your username hold on.
[CUSTOMER][NEUTRAL] Hold on, I'm thinking that I thought it was.
[CUSTOMER][NEUTRAL] It might be wrong in here, hold on.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK, I'm in.
[AGENT][POSITIVE] You're in? OK, cool.
[CUSTOMER][NEUTRAL] Yeah, well, I'm in because literally um.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] My my last name is spelled wrong, so I put it in the way it looks it looked, then the way I know how to spell it.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, OK. Got you. OK.
[CUSTOMER][NEUTRAL] Um, how do I pull commissions though?
[AGENT][NEUTRAL] Um, so, OK.
[CUSTOMER][POSITIVE] Oh, download commissions that oh, never mind. Let it it's easy as pie. Got it.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][POSITIVE] That's OK, no worries. I'm just glad someone was able to get it.
[CUSTOMER][NEUTRAL] I have a question for you. How, how do I get, how do I get [PII] his own user and password?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, [PII] just needs to send us a, uh.
[AGENT][NEUTRAL] The permission to give him access and then he'll need to tell us if what level he wants if he wants um commission level and all that he just needs to send an email the [PII].
[AGENT][NEUTRAL] Uh, [PII] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I'm just gonna give them couple, um.
[CUSTOMER][NEUTRAL] OK, I, I, and I can't do that. [PII] has to do it.
[AGENT][NEUTRAL] Yeah, cause he's on here as a primary person, so he has to be the one to give access or on actually, actually um yeah, I think he can let me see, hang on just a second cause this was on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me get one other thing. There's so many layers, so bear with me just a second.
[AGENT][NEUTRAL] I I think that's was [PII]'s account.
[AGENT][NEUTRAL] Margo 967 let's see.
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] [PII], actually [PII] can send us an email and tell us that she wants you to have or him to have access. Yeah, well, I'll have to, well, no, I have to have it in writing, yes, yeah, because we have to have it documented.
[CUSTOMER][NEUTRAL] Can you, can you talk to her? Can you, can you talk to her? OK, cause she's
[CUSTOMER][NEUTRAL] No, you gotta send an email.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Where do you want the email to go to?
[AGENT][NEUTRAL] And send it to [PII], yeah, [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] You got it, [PII] that [PII] needs an an a log in and that he can have access to commissions.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Only because
[AGENT][NEUTRAL] Yeah, just I need his name and his email address in there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] His name and his email address and that he can have access to commissions right, she's gonna send it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK perfect thank you so much you guys have a great day bye bye.
[CUSTOMER][POSITIVE] Thank you. Welcome, uh huh you too bye.