AccountId: 011433970860
ContactId: 30dafc0f-0b1d-491a-bbdd-56c3a2d7e6dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 449589 ms
Total Talk Time (AGENT): 233318 ms
Total Talk Time (CUSTOMER): 244619 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/30dafc0f-0b1d-491a-bbdd-56c3a2d7e6dd_20250611T20:27_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, I I couldn't catch your first name.
[AGENT][NEUTRAL] I find [PII]
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] how are you?
[AGENT][NEUTRAL] Hey.
[AGENT][POSITIVE] Oh hey [PII] how are you?
[CUSTOMER][NEGATIVE] Oh, I had a very frustrating day, [PII]. Oh [PII], um, um.
[AGENT][NEUTRAL] What's going on?
[AGENT][NEUTRAL] Why? What's going on?
[CUSTOMER][NEUTRAL] Well, um, I'll, I'll, I'll just talk about what my problem is with APL. I just I've had a day where like everything I've tried to do has just been like an issue so.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh, I'm sorry.
[CUSTOMER][NEUTRAL] It's not your fault. I, I was just talking to somebody, um, with, uh, you all and was trying to let them know that I'm having an issue logging into the new log in and um she asked me to take a screenshot, huh?
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] OK, the new OSC.
[AGENT][NEUTRAL] The new OSC, is that what you're trying to log into the online er OK, OK.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] And I'm not sure because we actually we were loving associates and now we're PCF OK and I don't know. I, I tried to use the the loving associates tax ID and now when I log in I see like no groups. So my, so she asked me, will you send me over a screenshot? So I sent her a screenshot to let her know what it looks like because it's blank and I was in the middle of talking to whoever this person was and I, we somehow got disconnected so I think that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] Yeah, so, and I'm thinking she's gonna call me back because I just sent her an email with my phone number on it and I waited about 5 minutes and.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Hey, I'm sorry.
[CUSTOMER][NEUTRAL] I didn't hear anything, but
[AGENT][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] That's OK. I guess.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] My question is, I mean, I don't know if like the reason I'm not seeing the book of business is because I entered the wrong tax ID number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And if maybe that's what we need to be looking at or if there's just something that I did wrong because I mean I'm looking at the dashboard I can see I mean I was able to log in I put in, you know, the tax ID and you know um it was it's that's associated with [PII]'s email address and you know put in the codes and everything but you know it's, you know, it's under the agency but I don't see anything so I'm, I'm not real sure what.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so
[AGENT][NEUTRAL] OK, so let me.
[AGENT][NEUTRAL] OK, so you were one insurance like you were a different name and now you're levy and Associates Inc. with um [PII], is that correct? [PII] at.
[CUSTOMER][POSITIVE] No it's the other way around. We're loving associates and now we're now we're PCF insurance services.
[AGENT][NEUTRAL] Oh OK, I'm, I got it backwards.
[CUSTOMER][NEUTRAL] So, but I don't know if that ever got changed with you guys. I'm not because I don't know, but
[AGENT][POSITIVE] OK, I got you.
[AGENT][NEUTRAL] OK, PCF P as in Paul, C as in cat, F as in Frank?
[CUSTOMER][NEUTRAL] Yeah, P as in Paul, C as in cat, F as in Frank, correct.
[AGENT][NEUTRAL] OK, OK, great. OK, I have, well.
[AGENT][NEUTRAL] Let's see, hold on just a second, let me make sure that I'm reading my things right. Active agents, OK, so yeah, so PCF insurance is active with us and it is.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Barry, OK, yeah, OK, so.
[CUSTOMER][NEUTRAL] And is Barry under that?
[CUSTOMER][NEGATIVE] Then maybe that's what the issue is if I put the wrong tax ID and then that's probably why I'm not seeing anything.
[AGENT][NEUTRAL] Could be, but did you already create your account though?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Dang, OK, um.
[AGENT][NEUTRAL] Hm hm.
[AGENT][NEUTRAL] OK, so the problem is.
[AGENT][NEGATIVE] The problem is though now that this account that you're in has.
[CUSTOMER][NEUTRAL] I already created.
[AGENT][NEUTRAL] Is already created you're absolutely right. mhm and I'm assuming you didn't the tax ID that you did not use is the [PII] correct?
[CUSTOMER][NEUTRAL] A tax ID associate with her.
[CUSTOMER][NEGATIVE] No, that's what I was afraid of.
[AGENT][NEUTRAL] Because that's the new one, OK, so will you send me a screenshot? Will you forward it to um either sales, which are used to or Florida sales, whichever one, and we might have to go on the.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, I did. I special for sale.
[AGENT][NEUTRAL] OK perfect we might have to go on the back end with IT and we might have to delete this account.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] So will you send me a screenshot?
[CUSTOMER][NEUTRAL] Yeah, that's fine because there's not I mean you can't because there's nothing there that's that's the issue. There's nothing there, so if you delete it, that's fine.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then.
[CUSTOMER][NEGATIVE] Because there's absolutely nothing.
[AGENT][NEUTRAL] So but and you have groups under the PCF insurance services correct?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, everything evidently has been transferred over to the the what's under 8960. So if you delete what's what's under because what the tax ID that I had put it under is under the last [PII] and there's nothing there. So if you delete that, it's fine because there's nothing there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you in your have you sent me that email yet?
[CUSTOMER][NEUTRAL] No, I was just gonna write to.
[AGENT][NEUTRAL] OK, can you send in your in your send me a screenshot and then in your email but um we are now PCF Insurance Services.
[AGENT][NEUTRAL] Um, and then use your tax ID number ending in [PII], so with tax ID number [PII] [PII] [PII] [PII].
[AGENT][NEUTRAL] And then, um,
[AGENT][NEUTRAL] Just a short little blurb so I can go back to [PII] and explain this and then we'll we're gonna send it off to IT and see if they can delete this one and then we'll start over with the agency account and the ID number. I'm hoping that it'll be an easy just click delete.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then we can
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Yeah, send that over and I'll go talk to [PII] right now and let her know that it's coming and then we'll.
[AGENT][NEUTRAL] We'll do that OK?
[CUSTOMER][NEUTRAL] I will. I'm what I'm gonna do is I'm gonna say I inadvertently set up our account under our old tax ID of loving associates instead of, and, and I'll give you the tax ID numbers and uh it needs to be set up under this one. Can you please just delete the one and you know, under this one and let me know when you've got it set up so I can set up for the correct one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Perfect, perfect, yeah, and I'll go tell [PII] what we're doing so that she can clearly explain that to IT.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And tell her that I'm sorry, [PII] that I'm sorry that I, I lost my mind.
[AGENT][NEUTRAL] No, she's OK. It's all right. No.
[AGENT][NEUTRAL] No, that's fine.
[CUSTOMER][NEGATIVE] Because I just didn't, I couldn't remember. I was like, is this under PCF or levy? and I just went, Oh, it's probably under levee because that's where we started and I know better because we, we don't get probably anything paid anymore under Levey. We just, everything's under PCF. I should have just know better, but I'm just having that kind of a day.
[AGENT][NEUTRAL] It's, yeah.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Yeah, and it does say.
[AGENT][POSITIVE] No, you're fine you're fine. It's I think we all are because you're not the first person that I've heard is that is having a day, so I hope that your day gets better. That's what I hope first, but I'm hoping that um maybe even [PII] um because we're also learning and like getting more comfortable with this, so I'm wondering if she maybe has like a, a quick fix too maybe we can just tie the two accounts together or something um I'll I'll get with her and we'll.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Yeah, I mean, honestly, if, if it needs to just go away, it's fine because there's, you know, there's nothing there, 0 groups. I'll show you the screenshot so you guys can make your own decision, but there's nothing under it. So that was what I looked. I was like, no, something's wrong clearly I did this incorrectly. It's this is the old information. There's 0 group showing so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] No worries, no worries, you're good, we'll figure it out.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Alright thanks I I appreciate your help thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Yeah it's good talking to you glad you're doing well.
[CUSTOMER][POSITIVE] My pleasure thank you.
[AGENT][NEUTRAL] Bye.