AccountId: 011433970860
ContactId: 3fe0e767-3c4a-4272-8106-6bdac4ce4fd1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 426619 ms
Total Talk Time (AGENT): 253099 ms
Total Talk Time (CUSTOMER): 137759 ms
Interruptions: 4
Overall Sentiment: AGENT=0.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/3fe0e767-3c4a-4272-8106-6bdac4ce4fd1_20250612T19:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII] and I'm calling from the broker office. How are you today?
[AGENT][POSITIVE] I'm great. How are you?
[CUSTOMER][POSITIVE] Doing great thank you um I'm calling because I think you guys updated the portal and I didn't receive any of the emails to get access so I want to know if you can help me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, uh, what agency are you?
[CUSTOMER][NEGATIVE] I think my my boss received it but he didn't forward me anything to to update.
[AGENT][NEUTRAL] Uh, got you, got you. OK, so you're not an agent. You work at the agency, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Correct, I'm the representative here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is the name of the agency?
[CUSTOMER][NEUTRAL] Horizon's Insurance.
[AGENT][NEUTRAL] Alright and insurance, OK, hang on a second.
[AGENT][NEUTRAL] Is it horizon? Let's see, there's a couple of out here Horizon.
[CUSTOMER][NEUTRAL] Oh, it could be also under our um GA that is national marketing.
[CUSTOMER][NEUTRAL] Maybe.
[AGENT][NEUTRAL] National Marine.
[AGENT][NEUTRAL] Is it Horizon's insurance what? is there something after it?
[CUSTOMER][NEUTRAL] Yes, Horizons Insurance and Financial Services [PII].
[AGENT][NEUTRAL] OK, let's see, I guess this one right here.
[AGENT][NEUTRAL] Do you know which tax ID number it's under?
[CUSTOMER][NEGATIVE] I'm sorry, you cut off.
[AGENT][NEUTRAL] Do you know what, do you know the tax ID number for the agency?
[CUSTOMER][NEUTRAL] I, yes, it is [PII] and I also have the MPN.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, let me try the.
[AGENT][NEUTRAL] ID just 1843.
[AGENT][NEGATIVE] OK, what's the NPN because that didn't work.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] What's the agent's name? This is tied to it.
[AGENT][NEUTRAL] We'll go that route.
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Can you spell the last name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] There we go, let's see.
[AGENT][NEUTRAL] [PII], is that the one?
[CUSTOMER][NEUTRAL] Mhm, mhm.
[AGENT][POSITIVE] OK, great. Founding founding let me pull him up.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It wants to be hated. It doesn't want me to work.
[AGENT][NEUTRAL] Right, right, OK, I don't know why that tax ID number didn't come up. It says far as an insurance. So it's so weird. OK, so let's see, let me, I need to look at his accounts real quick. Give me just a second because they have to be set up a certain way or we'll just mess everything up. Um, OK, for [PII]. OK, and then.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, don't worry.
[AGENT][NEUTRAL] [PII]. I need to go look at that one.
[AGENT][NEGATIVE] Look another screen.
[AGENT][NEUTRAL] OK, with the new system.
[AGENT][NEUTRAL] You cannot have two email addresses. Can you hear me?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK, yeah, yeah, yeah.
[AGENT][NEUTRAL] OK, OK, with the two systems, so he's got his agency account for Horizon Insurance, so I would suggest him using his business email for the.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For that account, which is the one, the tax ID number that you gave me ending in 8402, and then for his broker account, he needs to come up with another email address.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, for that one.
[CUSTOMER][NEUTRAL] Um, can we use, uh, use mine or?
[AGENT][NEUTRAL] Um, I mean, well, since he, I can't technically because of HIPAA and things like that, um, I'm gonna need him to verify what email address he wants to use.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, understood so quick question so he received the invitation to create uh this new login and everything so I can ask him to revise or can you send him again uh a shoot out email because I'm pretty sure he lost it or or something like that.
[AGENT][NEUTRAL] OK. So you can't, mhm, yeah.
[AGENT][NEUTRAL] Mhm, mhm. Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, yeah, I can send him an email with the instructions telling him to set up his broker account and that he he'll have to have two email addresses, um, and kind of give him a screenshot of what he needs to do, um, because one of the things when he is setting it up, he only needs to fill out the required fields, anything that has a red asterisk, don't put anything underneath the other boxes even though it's on there because it's causing a problem.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] When you're trying to set the account up, so, um, yeah, I will email him at the [PII] with all that information. Is there anything else that you guys needed? OK.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct, that's the best.
[CUSTOMER][NEUTRAL] OK, um, um, I have, uh, one of the customers, um, on one of the policies, um, that they want to open a claim, uh, for reimbursement, so, uh, what is the best email that I can submit the document? I have the EOB, the bill, and the codes.
[AGENT][NEUTRAL] Mm, sure.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. OK, we won't take any claims by email. They need to be uploaded, mailed, or you can fax it. I can give you the fax number.
[CUSTOMER][NEUTRAL] OK, go ahead.
[AGENT][NEUTRAL] It's, it's [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII] OK for for the claims, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEGATIVE] Yeah, because I, I know I have all this information in the portal before, but now I'm like uh blind and I don't see anything.
[AGENT][NEUTRAL] Mhm. Yes.
[AGENT][NEUTRAL] I know, I know, yeah, you can't get into it. So yeah, so let me shoot him an email, give him some screenshots on what he needs to do once I get it set up and, and we'll go from there. And then once he gets his account, once he gets since he's since he's the agency owner and then he has his broker account, if you can let me know once he gets it all set up or tell him to just shoot me an email that it's been um set up I think I can once he gets his broker account set up and his.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I mean his his agency account and his broker account because here's the thing when he goes in on the agency side he's just gonna see his commission stuff. I don't think he'll be able to see the groups under the agency side because they're tied to his broker account but once he gets it set up I can try to link both of the accounts so he can just log in under the agency and see everything, OK?
[CUSTOMER][NEUTRAL] I can't
[CUSTOMER][NEUTRAL] OK, understood.
[CUSTOMER][POSITIVE] OK, got it, understood perfect thank you so much.
[AGENT][NEUTRAL] Alright, alright, OK.
[AGENT][POSITIVE] You're most welcome. You have a great day.
[CUSTOMER][POSITIVE] You too thank you bye bye.
[AGENT][NEUTRAL] Mhm bye bye.