AccountId: 011433970860
ContactId: 2b82b7b6-cd46-4b73-97c5-2a1319ab9f05
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 398970 ms
Total Talk Time (AGENT): 205293 ms
Total Talk Time (CUSTOMER): 188692 ms
Interruptions: 2
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/2b82b7b6-cd46-4b73-97c5-2a1319ab9f05_20250603T21:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL sales. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] in [PII]. How are you doing?
[AGENT][POSITIVE] Good, how about yourself?
[CUSTOMER][POSITIVE] Doing great, doing great. I know you probably got this call 100 times in the last couple of days, uh, with this, with this website, are they getting any, is it getting any better?
[AGENT][NEUTRAL] Yes.
[AGENT][MIXED] Um, today was better than yesterday, so that is a positive, um, but it's still just been just as busy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I understand. Well, I was able, we have like 5 logins. I was able to make one login on Monday, but it's still not accepting any of our other like uh my LLC or my personal group. Um, I had talked to somebody I believe on Monday or Tuesday and they said they were gonna send my information to.
[AGENT][NEUTRAL] OK, do you
[CUSTOMER][NEUTRAL] Some other department, the IT department to update the profiles so I can go make these profiles but I still can't get in.
[AGENT][NEUTRAL] OK, and what is the LLC's name that you um are trying to create?
[CUSTOMER][NEUTRAL] Um, it's [PII], it's actually my name, Brian Padero LLC.
[AGENT][NEUTRAL] And do you spell [PII]?
[CUSTOMER][NEUTRAL] uh
[CUSTOMER][POSITIVE] Correct, [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last name is [PII] and I can give you the tax ID.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] No, I was able to find you. Let's see.
[CUSTOMER][NEUTRAL] And they still have my profile wrong. It's got my business partner's address on my profile, you know, the one I made on Monday, um, so the IT was supposedly supposed to fix some of these things, but I, I guess maybe they're just trying to fix it for a ton of people right now.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, yes. OK, so, um, for your current LLC I have your email as [PII].
[CUSTOMER][MIXED] Correct, but they told me for each log in now I have to have a different email address.
[AGENT][NEUTRAL] Yes, so, um, they, they're now they're saying today to just create your agency, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Log in and that way you can see your group and you can see your commissions.
[CUSTOMER][NEUTRAL] OK, well I do have one login that works, but it only shows my groups it doesn't show the commissions.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and are you using that [PII] email for it? OK, OK, um, and I'm assuming you're wanting to see your commission from this past month, correct?
[CUSTOMER][NEUTRAL] Yes, yeah.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Well, actually somebody had somebody email it to me it's really just I'm just trying to get all my logins right because um sometimes I need to jump on fast and I can't I can't get on right now on some of these things.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, I understand, um.
[AGENT][NEUTRAL] So what what they're doing right now is you still can only have one email address for the log in um so what we could do is we can change it to the agency or you can keep it as the brokerage and and have a different email for the agency um do you know if you provided a different email to have that updated for the agency?
[CUSTOMER][NEUTRAL] I actually did. I used my old school [PII] from 20 years ago, um, but they, they, they didn't update it because I just tried to go create it right now, um, and it looks like they didn't update it in the system.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, um, let me, so sorry, we're in the middle of our tornado warning.
[CUSTOMER][POSITIVE] Oh Lord, sorry to hear that.
[AGENT][POSITIVE] Yeah, it's uh [PII], great time to be here during the spring.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So, um, OK, so what I can do is I can um reach out I can follow up. I don't have the email and I'm not sure who you spoke to, but I can follow up and see um if this person did receive a uh a contact information.
[AGENT][NEUTRAL] For you.
[CUSTOMER][NEUTRAL] OK, do you want the email that I provided to them? Um, it might have been yesterday or the day before.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yeah, let me see what is the email address?
[CUSTOMER][NEUTRAL] The email, well, they told me since I had to use a different one. I, I, I told them it's just my name, [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I will see if they can complete that here shortly.
[AGENT][NEUTRAL] It will, it will not be today, um, most of them have left for the day, but um I will see if they can complete this by tomorrow.
[CUSTOMER][NEUTRAL] So basically
[CUSTOMER][NEUTRAL] So basically that's going to just allow me to get into the LLC is what you're saying?
[AGENT][NEUTRAL] Yes, sir. Yes, sir.
[CUSTOMER][NEUTRAL] OK, so it'll still be two separate logins.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] OK, OK, and um, and I feel bad trying to tell, tell messages through y'all. I know y'all got a lot going on, but the lady yesterday said they won't just put me on the phone with IT.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEGATIVE] No, unfortunately not.
[CUSTOMER][NEGATIVE] That IT won't take the call from me.
[AGENT][NEUTRAL] No, unfortunately not. I know I wish they would because we've been getting a lot of grief from them, uh, a lot of grief, so, um, I, I wish we could.
[CUSTOMER][NEUTRAL] That's so crazy.
[CUSTOMER][NEUTRAL] What's funny is it's not you guys' fault.
[AGENT][POSITIVE] We've been getting a lot of feedback, yes.
[CUSTOMER][NEUTRAL] Well, you, you know, it's funny, they're the ones that made this new system, they should stand by it and answer the calls and fix it, you know what I mean? Like, uh, I mean, y'all didn't make it, you know.
[AGENT][POSITIVE] Oh absolutely, absolutely, I completely agree I completely agree and and I think whenever we did have the, we had an email um you know a roll out for this product and or this portal and, and we did have a lot of the same questions that you guys are having, um, and concerns as well and and they kind of made it seem like oh it's OK we're good um but.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, you know, it's funny is it's not even faster than the old system. I used to run that old system super fast. I could upload claims. They literally added steps to do the same stuff. I'm like, what? Who built this? Like, you know, it's like somebody who's obviously not in the field, uh, who uses it all the time, you know.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I know, I know.
[AGENT][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] But that, to be honest, I've seen it at at a bunch of companies, so it's not just specific to APL, you know, a lot of people always try to reinvent the wheel and make a system that doesn't even run as as efficient as the old one, you know.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][POSITIVE] But I appreciate your time and thank you for for working on that and I, I'll circle back tomorrow.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, sounds great. Have a great night.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you bye bye.