AccountId: 011433970860
ContactId: 2e40874d-2929-45e2-982a-88466f93704e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 324529 ms
Total Talk Time (AGENT): 56686 ms
Total Talk Time (CUSTOMER): 73216 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/2e40874d-2929-45e2-982a-88466f93704e_20250611T20:20_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, this is [PII].
[CUSTOMER][NEUTRAL] I'm sorry, I missed your name.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. How are you?
[AGENT][NEUTRAL] Fine.
[CUSTOMER][NEUTRAL] OK, um, I'm calling, um, I'm a broker and um was trying to set up or get access to um our book of business with the new site.
[CUSTOMER][NEUTRAL] And um thought that I did everything right and I'm looking at the dashboard and it's uh showing under our active groups zero active groups so I'm thinking that perhaps something is.
[AGENT][NEUTRAL] You logged in as the agency?
[CUSTOMER][NEUTRAL] Agency, yeah.
[AGENT][NEUTRAL] Are the commissions and everything paid to the agency or paid to the broker?
[CUSTOMER][NEUTRAL] Paid to the agency.
[AGENT][NEUTRAL] Uh, what's the agency you're trying to use?
[CUSTOMER][NEUTRAL] Um, well, I thought everything was under Levy and Associates, but perhaps it's not, and we need to go back to the drawing board and see if it's under PCF, so let's find out which it's under.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I had done it as if it was under Levi and Associates, so.
[CUSTOMER][NEUTRAL] That may be what the issue is.
[AGENT][NEUTRAL] And how are you spelling that? G?
[CUSTOMER][NEUTRAL] The first one is LEVI and associates.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And if not, then that may be why it may be under a different.
[CUSTOMER][NEUTRAL] Tax ID number.
[AGENT][NEUTRAL] Can you send me a screenshot of what it looks like when it's blank?
[AGENT][NEUTRAL] Um, to [PII] so that way I can just kind of see.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] APL Florida sales.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, it's on its way over to you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like that's so weird because you should.
[AGENT][NEUTRAL] It does have everything linked to the agency.
[AGENT][NEUTRAL] Um, just out of curiosity, is this your first time trying a new login or have you, because I had a lady today where she was able to see it yesterday but she couldn't see it today. So is this your first time trying to log in? I'm just trying to see if this is a one time today error or is it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] No, I just, um, tried to log in today because.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Um, I had a client ask me a question on something. I was like, OK, I guess we need to try to set the log in, so.
[AGENT][NEUTRAL] OK.