AccountId: 011433970860
ContactId: 47b48a67-aa7c-4e45-aae2-17a66e15bf6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199199 ms
Total Talk Time (AGENT): 119811 ms
Total Talk Time (CUSTOMER): 79886 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/47b48a67-aa7c-4e45-aae2-17a66e15bf6d_20250602T18:38_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], um, I'm calling because earlier this morning I was trying to log on and it looks like your portal, um, page completely changed. I have a client that's needing an Excel file of her invoice and she can't log on either. Um, when I, when I called earlier this morning they said that it was a technical problem, um, and it was being researched this is I'm just calling to follow up to see what's going on with that.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, and who am I speaking with?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, yes, we were just notified about oh maybe 30 minutes ago that it's back up and running it should be you should be able to register but you have to re-register um as a new user with your email address and then you should be able to get get on now it's gonna should send you a pin code um because there's gonna be some multi-factor authentication on there. So have you set up your access? Are you with an agency?
[CUSTOMER][NEUTRAL] Ah.
[AGENT][NEUTRAL] Are you with the group? OK, so it'll depend on who the who the top person is under the agency and then they have to give access to everybody. What agency are you with?
[CUSTOMER][NEUTRAL] Yeah, I'm with an agency.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I'm with 4 quotes LLC insurance underwriters.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull them up really quick and let's see.
[AGENT][NEUTRAL] Remind me how they still is it 4 the letter number 4 and then quotes? is that how it is? OK, that's what, that's what I thought I was OK, I was like I know I've typed that before.
[CUSTOMER][NEUTRAL] Yeah, it's a number 4, yeah, 4 quotes.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] There there are 4 corners so we'll see. Let me see what we have on here.
[AGENT][NEUTRAL] It's like [PII], do you know who [PII] is?
[CUSTOMER][NEUTRAL] Yeah, well, it's [PII].
[AGENT][NEUTRAL] [PII] and [PII], OK.
[CUSTOMER][NEUTRAL] [PII] also [PII], yeah, [PII]'s one and [PII]'s the other. I, I, it, it actually we need to do it for both, so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I think yeah I think we've talked to on this one before so you won't, so [PII], the agency address is tied to [PII], so she's gonna have to go on.
[AGENT][NEUTRAL] And re-register with her email.
[CUSTOMER][NEUTRAL] What do you mean, what do you mean the, the, so what do you mean the um the.
[AGENT][NEUTRAL] The agency account is we it's tied to her they're both on here but they're her email you can't have multiple email addresses so her email address is the primary under the agency. So once she goes on and re-registers with her email address, then she can go on the.
[CUSTOMER][NEUTRAL] Oh, I see, got it.
[CUSTOMER][NEUTRAL] Then she needs to give access to everybody?
[AGENT][NEUTRAL] Yeah, it'll say managed users and she can go to manage users and she can go ahead and add [PII] and she can add you and whoever else needs to be under there and whatever level access she wants them to have.
[CUSTOMER][NEUTRAL] OK, so let me ask you a question. What is [PII]'s email address that you have attached? Is it [PII], um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah, that's the email address that she has tied to her account, yes, to the, to the agency account, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, perfect. Alrighty, um, I will touch base with her to get this done. I appreciate your help. Thank you so much.
[AGENT][POSITIVE] No, no problem. You have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you bye bye.