AccountId: 011433970860
ContactId: 3efde055-79fe-4dd3-a51e-b26de507a9ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197899 ms
Total Talk Time (AGENT): 78901 ms
Total Talk Time (CUSTOMER): 107473 ms
Interruptions: 1
Overall Sentiment: AGENT=2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/3efde055-79fe-4dd3-a51e-b26de507a9ad_20250418T20:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in care team. How are you doing?
[AGENT][POSITIVE] Good how about yourself?
[CUSTOMER][POSITIVE] I'm doing well, thank you for asking. Listen, I received an email um regarding group number 26206 for VU Technologies.
[AGENT][NEUTRAL] I'm so sorry it was 262-06.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] So we received an email from a [PII].
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Requesting a change to a policy and then she sent an email asking if there was a way that.
[CUSTOMER][NEGATIVE] She could have access to make the changes in the online portal. I don't see that they have an active online portal and she is not the great contact.
[CUSTOMER][NEUTRAL] So I just need to see if this [PII].
[CUSTOMER][NEUTRAL] Is that with the agency? Is that an agent? Is [PII] an agent?
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] She, I'm assuming works for the, she's not the agent. I'm assuming she works for [PII], who is the agent because his email is [PII].
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK, so I can send them the OSC navigation guide.
[AGENT][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] For shots.
[AGENT][NEUTRAL] I think that we would have to get permission from the broker to give her access to it because um
[AGENT][NEUTRAL] Even though it's just to like add change things to the group we just need to make sure he's OK with it so we would just need to get permission and then we could do it.
[CUSTOMER][NEUTRAL] So what would your suggestion be to
[AGENT][NEUTRAL] To send it to send an email to [PII] and say hey, is there any way you could just get or or do you give permission to [PII] to have access to the OSC to your groups?
[CUSTOMER][NEUTRAL] Just to
[CUSTOMER][NEUTRAL] OK, and then I can send her the navigation.
[AGENT][POSITIVE] Yes, and then when he says yes I approve then yes I would.
[CUSTOMER][NEUTRAL] Help guide
[CUSTOMER][POSITIVE] OK, perfect. All right. I just, you know, I got it, we got it [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, absolutely.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Now I do see that [PII] with [PII] is a contact person for the group.
[AGENT][NEUTRAL] Um, yes, I do see that as well.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Hm, that's interesting that.
[CUSTOMER][NEUTRAL] So I'm wondering if I should.
[CUSTOMER][NEUTRAL] Yeah, I thought so too.
[CUSTOMER][NEUTRAL] So maybe I could just reply to [PII] to contact [PII].
[AGENT][NEUTRAL] No, since [PII] is the group contact and we need since [PII] gets paid for it, we need to get the permission from [PII].
[CUSTOMER][NEUTRAL] For permission?
[CUSTOMER][POSITIVE] I got you, OK, OK, perfect. OK, I understand now. Thank you for your guidance.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Absolutely.
[AGENT][POSITIVE] You have a great rest of your day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] I hope you do too. Thank you. You take care and happy [PII].
[AGENT][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] You too, bye.
[CUSTOMER][POSITIVE] Good thank you