AccountId: 011433970860
ContactId: 2f9ec829-5952-4d23-95a9-c49998f53921
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291000 ms
Total Talk Time (AGENT): 136864 ms
Total Talk Time (CUSTOMER): 130761 ms
Interruptions: 7
Overall Sentiment: AGENT=0.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/2f9ec829-5952-4d23-95a9-c49998f53921_20250603T18:07_UTC.wav
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[AGENT][POSITIVE] Thank you this is [PII].
[CUSTOMER][NEUTRAL] Hi Ms. [PII], this is [PII] in um the care team. I've got um a broker on the phone from JTS Financial Services. Her name is [PII].
[AGENT][NEUTRAL] I just think.
[CUSTOMER][NEUTRAL] Um, she is calling because she's not able to get into the online service center and she does the commissions.
[CUSTOMER][NEUTRAL] And she just needs some help.
[AGENT][NEUTRAL] Um, what is the, what did you say the agency was?
[CUSTOMER][NEUTRAL] JTS Financial Services for MGA.
[AGENT][NEUTRAL] Do you know what the um group number is?
[AGENT][NEUTRAL] Um, but then it's like.
[CUSTOMER][NEUTRAL] One of the group numbers that she gave me is 0597, she said she has hundreds of groups.
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] Yeah, I
[AGENT][NEUTRAL] Yeah, I can't really let me start up A and G.
[AGENT][NEUTRAL] Yeah, I will be and you said it was I I.
[AGENT][NEUTRAL] ATS is natural.
[AGENT][NEUTRAL] OK, um, you can send her.
[CUSTOMER][NEUTRAL] Yes, JTS Financial.
[CUSTOMER][NEUTRAL] OK, and let me give you her callback number it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then that way
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's it. Yes, ma'am. Thank you.
[AGENT][POSITIVE] All righty.
[CUSTOMER][POSITIVE] You take care. All right, bye bye.
[AGENT][POSITIVE] You too, thanks.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] APL this is [PII].
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hi, I was just transferred to you because I'm having trouble getting signed into the new uh OSC.
[AGENT][NEUTRAL] Are you trying to log in as a uh agent or as the agency?
[CUSTOMER][NEUTRAL] Agency
[AGENT][NEUTRAL] OK, um, what email address are you using?
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] It looks like the email address that's tied to the agency is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, she hasn't worked for us in years.
[AGENT][NEUTRAL] Can you send an email to change the email?
[CUSTOMER][NEUTRAL] So I'm not.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Can you send us an email to change the email?
[AGENT][NEUTRAL] Because right now that's the way your account is gonna have to be set up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Good
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Then I need to email me to just um you can send it to [PII].
[CUSTOMER][NEUTRAL] So who do you
[CUSTOMER][NEUTRAL] I'm sorry, I can barely hear you. Let me.
[CUSTOMER][NEUTRAL] Try it this way, send it to who?
[AGENT][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] [PII] yeah.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] It is
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I don't know if you want to set it up using this one just so you can pull your sleeves real quick and then submit that request to change it, um.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] I'm not sure if it's my phone or yours, but I'm having a hard time understanding you.
[AGENT][NEUTRAL] Um, so, and then you took off.
[CUSTOMER][NEUTRAL] Let me try to get that.
[AGENT][NEUTRAL] OK, so like there.
[AGENT][NEUTRAL] Maybe it's me. I'm not sure. All day everyone keeps saying like it's going in and out.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Yeah, I just hear like a bunch of static like every third word. So I'll email to [PII] and just ask to change the email address from [PII] to myself.
[AGENT][NEUTRAL] Yes, and just put in that it's for JPS Financial Services.
[CUSTOMER][NEUTRAL] And then I should be able to create a
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So just make sure you put the group name so that way they know what group you're talking about.
[CUSTOMER][NEUTRAL] OK, cause, uh,
[AGENT][NEUTRAL] I guess I would shouldn't say her name, the agency name, yeah, that's not said shouldn't say that main agency.
[CUSTOMER][NEUTRAL] Well, there is no group.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, I will try that and I guess if that doesn't work, I'll try to give a call back.
[AGENT][NEUTRAL] OK. Um.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] You got that?
[CUSTOMER][POSITIVE] No, OK. All right. Well, I'll give that a try and uh thank you very much for your help.
[AGENT][NEUTRAL] And then you find right now.
[AGENT][POSITIVE] Thanks a lot. Yeah.