AccountId: 011433970860
ContactId: 55f29c41-8d3e-4b28-bda2-eaad6fda06a2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 760250 ms
Total Talk Time (AGENT): 296473 ms
Total Talk Time (CUSTOMER): 223998 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/55f29c41-8d3e-4b28-bda2-eaad6fda06a2_20250618T13:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Uh, my name is [PII]. I'm calling from Brown and Brown Insurance. I'm having issues logging into our portal to access commission statements, and I'm wondering if there's someone that might be able to help me with that.
[AGENT][NEUTRAL] Yeah, did you, um, set up a new account? We launched a new OSC on [PII] and sent out communications prior, but you would have to go in and create a new log in.
[CUSTOMER][NEUTRAL] Uh, yes, no, I did not. I don't know that that information made it to me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, are you, so are you, you're representing Brown and Brown then, correct?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, let's see, do you have
[AGENT][NEUTRAL] Did you have access to the agency previous or like a specific broker?
[CUSTOMER][NEUTRAL] Um, I'm gonna say it was a specific producer. Um, we had like, uh, the, I represent the
[CUSTOMER][NEUTRAL] We're so big, but like the [PII] area, um.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Did you have one specific broker?
[CUSTOMER][NEUTRAL] And I have a producer code.
[AGENT][NEUTRAL] OK, do you, did you have, did you have one specific broker that you were like pulling commissions for every time?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Or like multiples.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, who's the last.
[CUSTOMER][NEUTRAL] Um, as far as I know, I'm, I only have the one.
[AGENT][NEUTRAL] OK, who's can you tell me the last name of the broker please?
[CUSTOMER][NEUTRAL] Um, let me see if that's.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, [PII] of [PII].
[CUSTOMER][NEUTRAL] [PII], uh, his last name is [PII] 0 cc [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then um I think the producer number is 26556.
[AGENT][NEUTRAL] Um, OK.
[AGENT][NEUTRAL] Brown and brown so let's go back to.
[AGENT][NEUTRAL] Do you have like the um agent ID number for Brown and Brown?
[AGENT][NEUTRAL] Or like the tax ID, I think the agent ID is the tax ID for us.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So I have, well, um, we have a centralized.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] ID and then we have Westchester has an ID as well. So I'll give you both. I'm not sure which one you need. The first, the centralized is 59-0691921.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then Westchester is gonna be 58.
[CUSTOMER][NEUTRAL] 1510477
[AGENT][POSITIVE] All right, let's do.
[AGENT][NEUTRAL] 06912921. Let's look at that one first. Sorry, there's a ton of brown and brown, so give me just a second.
[CUSTOMER][POSITIVE] I know, I know, no problem.
[AGENT][NEUTRAL] Um.
[AGENT][NEGATIVE] Oh, come on.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't know if my computer's not responding or what let me go back.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So is the the one that ends in [PII], is that out of [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], yeah.
[AGENT][NEUTRAL] OK, so this one.
[AGENT][NEUTRAL] OK, and then I'm gonna go back to
[AGENT][NEUTRAL] And did you, did you have agency logins for both and you were able to access both of those?
[AGENT][NEUTRAL] The um centralized one and the.
[CUSTOMER][NEUTRAL] No, I only had one login.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see where can log in.
[AGENT][NEUTRAL] Oops
[CUSTOMER][NEUTRAL] Yeah, it was set up under uh the the user um.
[CUSTOMER][NEUTRAL] Um, login was under APL_ agency.
[CUSTOMER][NEUTRAL] I want to say that I just recently got this set up.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then the other one is um is it Connecticut?
[CUSTOMER][NEUTRAL] Uh, I think it's gonna be under Westchester.
[CUSTOMER][NEUTRAL] We do have Connecticut too, but the tax ID.
[CUSTOMER][NEUTRAL] Ending in
[AGENT][NEUTRAL] Oh, this is, this is [PII]. I have got 2. I've got to [PII].
[AGENT][NEUTRAL] Address and um
[CUSTOMER][NEUTRAL] Yeah, we
[AGENT][NEUTRAL] [PII] address.
[CUSTOMER][NEUTRAL] [PII], is me.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] If you have that one.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] For [PII]'s commissions.
[AGENT][NEUTRAL] We need to create an agency account for Brown and Brown of New York Inc so the tax ID of 0477.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the email address is gonna be [PII]. Does that sound familiar?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That is such an old email INS we're we're B Brown now, um, licensing, does it say 524?
[CUSTOMER][NEUTRAL] Or something 524 licensing.
[AGENT][NEUTRAL] It just says licensing.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Yeah, that's, I, I don't think that's that email even exists anymore. We have, we're trying to centralize everything a little bit easier, so a lot of our new stuff we put under DB retail at [PII] and multiple people can kind of access um.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] You know, to make it a little more centralized. I don't know if you can set that up under DB retail.
[AGENT][NEUTRAL] So depending on if we have other.
[CUSTOMER][NEUTRAL] Direct bill's
[AGENT][NEUTRAL] Like brokers or agency with that same email address our new OSC system is only, yeah, it only allows one email per agency or broker like nobody can share emails, um, so I can definitely change this email from the licensing at BB INSNY because we do use the emails for verification codes every time you log in so it's a little bit more secure.
[CUSTOMER][NEGATIVE] Then you won't be able to do it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] So if you would like me to um change this email I just need an and I need an email just saying please change the licensing at BBIN that one to the new one that you wanted to go to.
[AGENT][NEGATIVE] And um just make sure that that the the one that you're giving me doesn't share with anybody else because they will not be able to set up their own.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] After that.
[CUSTOMER][NEUTRAL] Then it's gonna have to just go under my my email.
[AGENT][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah, do you want to send me an.
[CUSTOMER][NEUTRAL] Can you give me your email? Yeah.
[AGENT][NEUTRAL] Yeah, yeah, it's just [PII] [PII].
[AGENT][NEUTRAL] And I don't know if you wanna add.
[AGENT][NEUTRAL] Oh, I mean, I'm assuming that you're the top of the top, but if there's anybody else who.
[AGENT][NEUTRAL] Let's say like we just need we just need some sort of like verification of like somebody CC'd like if you're not the the one that would be able to make this change so that we know that they know that we're making this change if that makes sense.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I will copy um our account later.
[AGENT][POSITIVE] That's perfect, yeah.
[CUSTOMER][POSITIVE] And our benefits, our benefits girl.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Can you please and so you have it right now, the email from [PII]?
[AGENT][NEUTRAL] And so yeah, so [PII].
[AGENT][NEUTRAL] For everything else, yes.
[CUSTOMER][NEUTRAL] And I'm sorry, what was your name again?
[AGENT][NEUTRAL] You're fine, yeah, [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] All right. Email has been sent.
[AGENT][POSITIVE] Perfect um if you'll give me just a minute I have to have somebody else in my department change this and then I can notify you. Do you want me to call you back and we can walk through it together or do you feel like you would like to try and then if you get held up you can always call me whatever works.
[CUSTOMER][POSITIVE] Yeah, no problem.
[CUSTOMER][NEUTRAL] Yeah, if you wanna just email me the.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] You know, login information I can certainly do it and if, if I have any issues, yeah, I'll certainly call you back.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, give me a call. I'll send you a guide that kinda walks you through it as well. Once you get in there, it'll be pretty, pretty simple just and I'll put this in my email when I email you back, just use the tax ID and just use the email. There's two other, um, places I think it's maybe like Zip and City or something disregard that and just do the two that are um aisk and then it should not give you any issues.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, but um I'll be looking for your email and I'll get that changed for you, OK?
[CUSTOMER][POSITIVE] Sounds great.
[CUSTOMER][POSITIVE] All right, I appreciate your help, [PII]. Thank you so much.
[AGENT][POSITIVE] Of course, yeah, I hope you have a great day.
[CUSTOMER][POSITIVE] OK. Thanks, you too.
[AGENT][POSITIVE] Thanks bye.