AccountId: 011433970860
ContactId: 6b10f837-92de-42a6-adc7-ed509ab1c029
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223979 ms
Total Talk Time (AGENT): 111156 ms
Total Talk Time (CUSTOMER): 79771 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/6b10f837-92de-42a6-adc7-ed509ab1c029_20250609T16:32_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] from Brown and Brown. How are you?
[AGENT][POSITIVE] Hi, Ms. [PII]. I'm good. How are you doing, ma'am?
[CUSTOMER][POSITIVE] Good, good, thank you. Now that you've answered, I'm much happier. I know you can help me.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, so, so I'm calling from Brown and Brown, the agency, OK? My boss is the broker [PII] and I assisted her in updating her OSC account for her, the broker, OK? The problem is when I went to get the code in, I put my email by mistake instead of hers. Now am I gonna be getting all these emails for the codes?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yes ma'am, yes ma'am.
[AGENT][NEUTRAL] Um, let me go ahead.
[AGENT][NEUTRAL] I don't believe so because it's her email that's set up on the account, is that correct?
[CUSTOMER][NEUTRAL] Oh shoot.
[CUSTOMER][NEUTRAL] Yes, it is.
[AGENT][NEUTRAL] OK. OK. I, I don't think that you will every single time. I think for that one time you got the email.
[AGENT][NEUTRAL] That you put in and then from here on out it would have to be her email address.
[AGENT][NEUTRAL] Put in to receive the codes so that and then she will have to go in and add users.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because when I went in right now to log in, OK?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And I put in the username hers, right, which is, sorry, I have a pain in my foot. [PII].
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] [PII] and I put the password, it's not working.
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so what I'm gonna need to do is go ahead and.
[AGENT][NEUTRAL] Uh, transfer you to broker sources so they can um assist you further since you put the wrong email address in and I'll let them know, you know, that way you don't have to keep repeating yourself, but what is the group number from um Miss [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh no, she's got 6 different accounts under her name.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] OK, it's gonna be a brief hold while I transfer you on over to Broker Resources.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you, Ms. [PII]. You have a good afternoon and thank you for calling APL.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII].
[AGENT][NEUTRAL] Hi, [PII], this is [PII].
[CUSTOMER][NEUTRAL] I can
[AGENT][NEUTRAL] In the care team. Hey, I've got Miss [PII] on the phone. She's with Brown and Brown Agency.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Um, she was trying to set up the online service center for [PII], who is the broker, and she made some mistakes and she needs some help. She actually put in her email rather than.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] [PII]'s email to get her confirmation code and now she can't get back in.
[CUSTOMER][NEGATIVE] Yeah, um, she's gonna have to start all over again cause they don't have a fix for that just yet.
[AGENT][NEUTRAL] OK, alright, would you mind speaking with her and letting her know?
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][POSITIVE] OK. OK, thank you.
[CUSTOMER][NEUTRAL] I will do that.
[AGENT][POSITIVE] Yes, ma'am. Thank you so much. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I