AccountId: 011433970860
ContactId: 5f11eded-95e2-4636-8858-cfae100003e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269579 ms
Total Talk Time (AGENT): 47639 ms
Total Talk Time (CUSTOMER): 176458 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/5f11eded-95e2-4636-8858-cfae100003e2_20250609T16:52_UTC.wav
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[AGENT][NEUTRAL] Hey this is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], I was just talking to one of you and I got disconnected. I'm sorry. I'm calling back because I need your assistance, calling from an uh broker agency office.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, my boss is [PII] from [PII], and she has her email [PII]. The problem is when I was setting up her OSC file, I wanted to email.
[CUSTOMER][NEGATIVE] Information to come to me the code, so I put in my email so now when I log in I have to use my email with her password. I think I screwed something up can is there any way we can um do this again?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] So is there not another option to change the like if you go under like settings, is there not an option to change the email address?
[CUSTOMER][NEUTRAL] Well, if I go to no where where would I go in settings? I mean if I log out, I mean if I go to her profile I see her email [PII]. I see that. I know her password, but I guess when I triggered the system to put to send me the code to my email now when I log in I have to use my email and her password.
[AGENT][NEUTRAL] Right, because there was, I think you should have, yeah, you shouldn't have put your email because what the question was was asking you, would you like to change the.
[CUSTOMER][NEUTRAL] So I think I I should have put her email there.
[CUSTOMER][NEUTRAL] I know.
[AGENT][NEUTRAL] Can you send this in writing and I'll get it to that department.
[CUSTOMER][NEGATIVE] Oh God, no.
[CUSTOMER][NEUTRAL] Well, but just put her email. I, I mean, can you just put her [PII] the you're gonna see [PII] which is mine. Take that off and put hers, the one you have in the system.
[AGENT][NEGATIVE] Wish it was that simple. Um, I don't even change the emails we send that to a different department, so our email is [PII].
[CUSTOMER][POSITIVE] But yeah I can send it to you in writing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] Oh my god, something you try to help someone and it's just, you know, I screw everything up, of course. OK, so then what do I need the subject line to be?
[AGENT][NEUTRAL] Uh, probably you need to probably, I would probably put request to change broker email or something of that nature.
[CUSTOMER][NEUTRAL] OK, so request change.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Request email change.
[CUSTOMER][NEUTRAL] Email change in OSC account I guess that's what it is so hello sales let me just see if if I'm the wording is that I'm using is appropriate hello sales I mistakenly.
[CUSTOMER][NEUTRAL] Um, used my email.
[CUSTOMER][NEUTRAL] To set up.
[CUSTOMER][NEUTRAL] Um, broker's new OSC email to receive codes. Um, please remove my email which is gonna be [PII].
[CUSTOMER][NEUTRAL] And replace it with [PII]
[CUSTOMER][NEUTRAL] Actually her, yeah, at [PII].
[CUSTOMER][POSITIVE] Let me just put here thank you.
[CUSTOMER][NEUTRAL] You think that'll make sense to them?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I didn't realize that. I thought there was another button you had to press for that.
[CUSTOMER][NEUTRAL] OK, so hello sales. I mistakenly used my email to set a broker new OSC email to receive codes. Please remove my email [PII] and replace it with [PII]. Thank you. OK, so I sent it and then hopefully you all will respond to me.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] Uh, the person who received it should get that.
[CUSTOMER][NEUTRAL] OK. All right. Uh, how long do you think it'll take? 48 hours, 72 hours?
[AGENT][NEUTRAL] I'm not really sure.
[CUSTOMER][NEUTRAL] OK. E versus BBINS. OK, thank you. Bye-bye.
[AGENT][POSITIVE] Thank