AccountId: 011433970860
ContactId: 6e24ac38-a147-4dbb-a068-37a27fe3465d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 453459 ms
Total Talk Time (AGENT): 169258 ms
Total Talk Time (CUSTOMER): 196778 ms
Interruptions: 4
Overall Sentiment: AGENT=-0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/6e24ac38-a147-4dbb-a068-37a27fe3465d_20250613T19:12_UTC.wav
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[AGENT][NEUTRAL] Oh, this is [PII].
[CUSTOMER][NEUTRAL] Hi, I'm sorry who did you say this was?
[AGENT][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[AGENT][NEUTRAL] Time
[CUSTOMER][POSITIVE] Glad to hear it. I've got a uh broker on the line who is needing assistance setting up their OSC.
[AGENT][NEUTRAL] You said you needed what? I'm sorry.
[CUSTOMER][NEUTRAL] Uh, that's OK. I have a broker on the line who is needing assistance setting up their OSC.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So we are speaking with her name is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I think she said she's with A Arier uh Southeast Partners.
[AGENT][NEUTRAL] OK, is this the broker itself, herself?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, you can transfer it.
[CUSTOMER][POSITIVE] OK thank you bye bye.
[AGENT][NEUTRAL] [PII] this is [PII].
[CUSTOMER][NEUTRAL] Hi, I'm sorry, did you say [PII] or [PII]?
[AGENT][NEUTRAL] With a T. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with Acresure Insurance. I'm the account manager broker on um forti Group of America and
[CUSTOMER][NEGATIVE] I used to have access and you guys changed your system and I cannot get in now um.
[CUSTOMER][NEUTRAL] I'm on
[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] If you try to create a new, yeah.
[CUSTOMER][NEUTRAL] I went on
[CUSTOMER][NEGATIVE] I did and it says I tried it as agent or broker and group and neither one of them they say they don't recognize my email address.
[AGENT][NEUTRAL] OK, so when you try to set it up as a broker, when you try to set up as a broker.
[CUSTOMER][NEUTRAL] So I was just talking to [PII].
[CUSTOMER][NEUTRAL] I'm sorry, you're kind of fuzzy. It's hard to hear. Can you, can you say that again? It was like kind of fuzzy.
[AGENT][NEUTRAL] In reference to trying to set it up as a broker, can you try it again and only put in the information with the asterisk?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I think that's what I did before, but I will try it again. Hold on.
[AGENT][NEUTRAL] And how are you spelling your last name?
[CUSTOMER][NEUTRAL] So the asterisks are name, date of birth, [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Actually no I didn't do it on that one. OK, so all I need is last name, birth date, and email. Let me try that.
[AGENT][NEUTRAL] And you said your last name is [PII]
[CUSTOMER][NEUTRAL] He
[CUSTOMER][NEUTRAL] [PII], and I did just try it and it does um.
[AGENT][NEGATIVE] I don't even show you.
[CUSTOMER][NEUTRAL] Say no user was found.
[AGENT][NEUTRAL] I don't, uh, could it be under cause I don't even show you as a, as an agent, um, so you are the broker or you're just like the secretary?
[CUSTOMER][NEUTRAL] I'm the account manager, no, I'm not a secretary. I'm a licensed agent. I'm a broker, but.
[CUSTOMER][NEUTRAL] I'm not the broker of record. I'm the account manager.
[AGENT][NEUTRAL] OK, so who's
[CUSTOMER][NEUTRAL] So we all have to be licensed.
[AGENT][NEUTRAL] OK, so I don't show you that you're in our system as an agent, so you're probably gonna have to log in for it as the agency.
[CUSTOMER][NEUTRAL] Well,
[AGENT][NEGATIVE] Cause it it's not, it doesn't show you as an agent, so I, I don't so I don't see how it's gonna tag you to create an account. You're not in the system for it to create an account with your email.
[CUSTOMER][NEUTRAL] Alright, so how do I do it, OK, so I'll go back and try it as an agency, so let's see what I need.
[AGENT][NEUTRAL] OK. What agency name are you putting in?
[CUSTOMER][NEUTRAL] Um, well, that's a question because we have a couple different names. We're AquaSure but.
[CUSTOMER][NEUTRAL] There's AquaSure LLC. There's AquaSure Southeast Partners Insurance Services LLC. What one do you show this is under?
[AGENT][NEUTRAL] What is the group name?
[CUSTOMER][NEUTRAL] There's two different names, Ariser, A C R I S U R E.
[AGENT][NEUTRAL] You're telling me the agency name, but you're asking me what it's associated with. I would need to pull up a group to tell you what agency is associated with that group. You haven't gave me a group name.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 000, I see what.
[CUSTOMER][NEUTRAL] Got you, got you, Freddie Group of America, sorry.
[AGENT][NEUTRAL] So F R E E D I.
[CUSTOMER][NEUTRAL] No, F E R R.
[CUSTOMER][NEUTRAL] E T T I
[AGENT][NEUTRAL] OK, this group is tied to.
[AGENT][NEUTRAL] So this one's tied to [PII], and [PII] is with.
[CUSTOMER][NEUTRAL] Yeah, there's
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] I'm just trying to think if we should put, cause do you, cause the only bad thing is you're gonna have to, do you know [PII]'s information or no?
[CUSTOMER][NEUTRAL] Um, yeah, I probably have it, um.
[CUSTOMER][NEUTRAL] So here's the thing, I had an access before. I had a log in. Did something happen?
[AGENT][NEUTRAL] Yeah, the way it is now is the original person has to log in first and then add you as a user. Like you can't make your own thing yet about itself. That person has to create an account and then add you or the group itself can create an account and add you as a user.
[CUSTOMER][NEUTRAL] I mean,
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] OK, because [PII] is not going to, I'm sure.
[AGENT][NEUTRAL] So you're either gonna have to use, you're either gonna have to log in as the group and have [PII] add you as a user, or you're either gonna have to log in as [PII] and add yourself as a user, um, or you're gonna have to, I guess, do you have the tax ID numbers for the
[CUSTOMER][NEUTRAL] For who? For Arosure or for?
[AGENT][NEUTRAL] Or um
[AGENT][NEUTRAL] Yeah, for aquaure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I do. Do you have [PII] under AquaSure LLC or AquaSure Southeast Partners Insurance Services?
[AGENT][NEUTRAL] I have the under. I feel like it was the 2nd 1, but let me double check I'm back.
[CUSTOMER][NEUTRAL] Or do you have all trust?
[AGENT][NEUTRAL] I feel like it's all trusts, but let me go back and look. It looks like his email is um [PII].
[CUSTOMER][NEUTRAL] I trust is a couple names.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] S Hall
[CUSTOMER][NEUTRAL] Well, that doesn't exist anymore.
[CUSTOMER][NEUTRAL] Because it's because all the all trust emails last year became Arohi emails, so he probably never even got the email. Can you update his email if I give it to you?
[AGENT][NEUTRAL] Um, that's.