AccountId: 011433970860
ContactId: 382edcc7-035a-426c-b41f-b22a405a40c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 400420 ms
Total Talk Time (AGENT): 204506 ms
Total Talk Time (CUSTOMER): 116672 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/382edcc7-035a-426c-b41f-b22a405a40c7_20250624T17:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, this is [PII] on the care team. I've got a, uh, broker on the line who's uh trying to sign up and having issues.
[AGENT][NEUTRAL] With the OSC
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, send them my way.
[CUSTOMER][NEUTRAL] Uh, I'm sorry, I missed your name. What was it?
[AGENT][NEUTRAL] I'm [PII].
[CUSTOMER][NEUTRAL] [PII], OK, [PII], I'm gonna introduce you and I'll release the call, OK?
[AGENT][POSITIVE] OK, thanks.
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][POSITIVE] OK [PII], I've got [PII] on the line. She's gonna assist you today, OK? Oh, [PII], thank you, thank you.
[AGENT][NEUTRAL] Hi, [PII], this is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] I think you were communicating with my colleague [PII] about our um yeah.
[AGENT][NEUTRAL] Oh!
[AGENT][NEUTRAL] Yeah, sure enough.
[CUSTOMER][NEGATIVE] So I went online and tried to sign up as a broker and it doesn't recognize me.
[AGENT][NEUTRAL] OK, I can probably set the account up for you as long as you have access to the email that is attached to your appointment. Let me look up, let me look your information up.
[AGENT][NEUTRAL] And your last name is [PII], right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, now do you have access to the email address that's [PII]?
[CUSTOMER][NEUTRAL] Oh, that's an old one, but yeah.
[AGENT][POSITIVE] Oh, OK. I do you need me to, I can change it definitely right now so we don't have to do it later.
[CUSTOMER][NEUTRAL] Yeah, yeah, it's [PII], it's [PII].
[AGENT][NEUTRAL] What is your new email?
[AGENT][NEUTRAL] OK. Let me get that changed real quick and then we will be up and running.
[CUSTOMER][POSITIVE] Great.
[AGENT][NEGATIVE] That's probably why you couldn't create the account. It didn't recognize.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What information you were putting in.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] That's like 3 emails ago.
[AGENT][NEUTRAL] Of course, you can't, you know, I mean, people are like, why can't you let us know when you change it? Well, I mean, you know, 50 different companies have your email, so, you know, you can't, you can't get it changed by everybody.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Do you wanna go ahead and try and start your account again? Um, I'm just gonna let you do it and I can give you any information that you might need doing that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm going in as agent broker. I'll do [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Do you need my social security number?
[AGENT][POSITIVE] No, if you'll just do just the ones with the asterisk, that's gonna be more successful.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the new email address is in there?
[AGENT][NEUTRAL] Yes, it's, it should be [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, that worked.
[AGENT][NEUTRAL] Perfect and then it'll ask you to authentic it'll it's gonna send you like a verification code and and then setting up like your uh password and username.
[CUSTOMER][POSITIVE] OK, great. Thank you very much. I appreciate it.
[AGENT][NEUTRAL] And then you should be in oh no problem [PII] and like I said [PII] we should have um everything all of the mechanics worked out on the agency, um.
[AGENT][NEUTRAL] Uh, account, so then you should be able to, you know, create your agency account then.
[CUSTOMER][NEUTRAL] OK, and from there I can like add [PII].
[AGENT][NEUTRAL] Yes, you can add yeah you can also add [PII] to your broker account. Once you get in you'll go to like settings and there should be a place where it says add user and you can add her as a user.
[CUSTOMER][NEUTRAL] To the account too?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, then why do I need the agency account?
[AGENT][NEUTRAL] Well, the broker account is just gonna show you your groups, your agency account because your uh commission has paid the sellers' benefit group, um, or commission is gonna be in the agency account that you set up.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I see. OK, so my accountant, I need to let her have access to that as well.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] So when I set up the agency I'll set up her name in that.
[AGENT][NEUTRAL] Yes, that would be, um, let me see what I've got the email address for the agent, yes, hold on just a second.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] The email address that's tied to the agency account that you'll use when you set it up is [PII].
[CUSTOMER][NEUTRAL] That's [PII]?
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, great.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And she's no longer with us either, so, OK.
[AGENT][NEUTRAL] Oh no, if you want to send me an email and I can go ahead and get that changed as well.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] And just
[CUSTOMER][NEUTRAL] Just tell you to change it to my email address?
[AGENT][NEUTRAL] Um, we can't do yours. It needs to be by, um, whoever owns sellers, um, or somebody of authority who would be like receiving like all of the commission and doing that piece of it, so, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So yeah, if you'll send me all of that, yeah, and I'll I'll get it changed.
[CUSTOMER][NEUTRAL] I'll I'll send you an email address.
[CUSTOMER][NEUTRAL] OK, and so will I have to set up the agency one or will she set it up?
[AGENT][NEUTRAL] Um, they can set it up and then they can make you a user if they want, so either way.
[CUSTOMER][POSITIVE] OK, that sounds good thank you [PII]. I appreciate your help.
[AGENT][POSITIVE] Oh, not a problem, [PII]. Have a great day. Thanks for calling ATL.
[CUSTOMER][POSITIVE] Thanks you too. Alright, bye bye.
[AGENT][NEUTRAL] Uh-huh, bye bye.