AccountId: 011433970860
ContactId: 70988ccf-921b-45e3-8a86-6c30977f1ba7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 339700 ms
Total Talk Time (AGENT): 192644 ms
Total Talk Time (CUSTOMER): 105965 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/70988ccf-921b-45e3-8a86-6c30977f1ba7_20250619T18:22_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you today?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] Doing alright thank you. I've got an agent on the line who is uh having some trouble creating the OSC account.
[AGENT][NEUTRAL] OK, what's the name?
[CUSTOMER][NEUTRAL] Uh, we're speaking with his name is [PII], and he said he is with BCI Insurance Solutions.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] BCI Insurance Solutions.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can send him over.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Hi this is [PII] how are you?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] I'm good so you're having some issues with your OSC account?
[CUSTOMER][NEUTRAL] I, yeah, well, yeah, I'm not even sure if I, uh, have one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so what are you trying to set up an agency or you're trying to set up a broker?
[CUSTOMER][NEUTRAL] Well, I'm not really trying to do anything. I just got an email that says the commission statements ready to log in and or create an account so I don't even know.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Oh you just need one.
[CUSTOMER][NEUTRAL] I mean I could forward this to somebody in the agency but it had my email address so I thought I would try.
[AGENT][NEUTRAL] OK, well, it looks like um your.
[AGENT][NEUTRAL] Um, commissions gets paid to BCI, is that correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] And is this um.
[AGENT][NEUTRAL] Is this your um agency like like do you own this agency?
[CUSTOMER][NEUTRAL] No, no, I don't.
[AGENT][NEUTRAL] OK, OK, so the agency would need to create uh set up an agency account and then they would be able whoever is able to um pull your commissions.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] That's fine. I don't know why I'm, I don't know why I was sent the reminder then and the email address was my personal one. It wasn't even my, my, uh, work one.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, yeah, sure.
[AGENT][NEUTRAL] That your
[AGENT][NEUTRAL] Right, um.
[CUSTOMER][NEGATIVE] Which I don't even remember giving that email address. I, I would never give it unless it requires two different addresses or something.
[AGENT][NEUTRAL] OK, so what is, what for the BCI Insurance Solutions Inc my the one the email that I'm seeing is [PII].
[CUSTOMER][NEUTRAL] That's yeah that's my personal one. I don't know that's the one that was sent to, yeah.
[AGENT][NEUTRAL] Is that the one that it was sent to?
[AGENT][NEUTRAL] OK and then.
[CUSTOMER][NEUTRAL] But that, but yeah, I need to change that and then.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Also give you the person in accounting that would need to log in for the statements too.
[AGENT][NEUTRAL] Yeah, would you mind, hold on, I'm gonna, before, hold on just a second, I'm gonna switch over to yours and see what email address is under your account. Give me just a minute.
[AGENT][NEUTRAL] OK, so [PII] is under your broker account.
[AGENT][NEUTRAL] So, um,
[AGENT][NEUTRAL] Would you like me to start an email between us just stating what I need and then you can reply back with a um a correct email address for BCI and we can update that in our system and then you can um CC the person at BCI that should have access to the agency account is that OK? OK um.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK, yeah, that's good and then if you could change my own personal one to to my work email that'd be great.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so what, OK, I'm gonna send it, so my email is gonna come to [PII], and you don't want your personal one to be that one, is that correct?
[CUSTOMER][POSITIVE] That's correct, yeah, I can reply and copy in the one that I do want if that's easier.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, sure, yeah, um, so we're gonna say correcting email addresses slash LSC set up.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] OK, so I'm gonna send you this email if you could reply back with each email that needs to go with yourself and with the agency once we get these, um, once we get these updated in our system I'll let you know and then that way you can log on to the OSC and create it. I'm happy to help you and walk you through it um both you and the agency if needed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, I, I'm not, yeah, I don't, I'll, yeah, I, it'll be somebody else, but I'll let them know.
[AGENT][POSITIVE] Well you can have a broker account as well so if you had a broker account and if you have active groups with us then you're able to log in and see your active groups and um and do that so yeah it is actually nice to have a broker one and an agency one so I'm happy to help with both, OK?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Oh, OK, perfect.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you're getting my email now, so yeah, just um reply and we'll we'll start the process, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, well if you have any questions call me but I'll be in touch via email so far, OK?
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Of course I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye