AccountId: 011433970860
ContactId: 78d16d90-567f-4b1f-9f81-fa48fa1e7132
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 543909 ms
Total Talk Time (AGENT): 392739 ms
Total Talk Time (CUSTOMER): 146854 ms
Interruptions: 12
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/78d16d90-567f-4b1f-9f81-fa48fa1e7132_20250603T14:16_UTC.wav
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[AGENT][NEUTRAL] That
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], uh, [PII]. I, I'm a broker in [PII] and I just registered for the, the new OCS? is that what it's called?
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] OK, yes sir, mhm.
[CUSTOMER][NEUTRAL] Uh, and I think I might have made a mistake. I did it under broker instead of agency when I'm everything. I'm a one man show, uh, [PII] of LaGuard Insurance Group. Should in your, in your experience, should I clicked on agency instead of broker?
[AGENT][NEUTRAL] the
[AGENT][NEUTRAL] Of this
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, I think so. Let me check one thing. I'm gonna put you on hold for just a moment, but I'm pretty sure it should have been agency. Give me just a minute.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Ah. You are on hold.
[AGENT][NEUTRAL] Signing up for the new OSC. He's a broker, I mean he's signed up under broker or is that correct? or should he be under because he's all of it, sir.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Do you have your commissions assigned to another agency or is it all under your your agency?
[CUSTOMER][NEUTRAL] Under well Lagarde Insurance Group, um.
[AGENT][NEUTRAL] It's I'm sorry, I'm, I'm speaking to one of my senior advisers just to make sure I'm not telling you wrong, um, um, it's his, he's.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, sure.
[AGENT][NEUTRAL] Yeah he actually an accountant. OK, so you have to, so you need an account for both actually, and unfortunately with the way that things are set up right now you will need to use an alternate email address um, if the system is not allowing us to use our email address for duplicate, um, accounts.
[CUSTOMER][NEUTRAL] Oh, all right.
[CUSTOMER][NEUTRAL] Or would it be easier just to have y'all delete the one I did and me just do a fresh one with the on the agency side?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, because you do need both since you are the broker and the agency.
[CUSTOMER][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, so, well, I only have one business email and that's being used on the broker side, uh, I guess I should use my personal Gmail for the agency.
[AGENT][NEUTRAL] uh I would like.
[AGENT][NEUTRAL] I was like I.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Yes, um, so, uh, my senior adviser did just say that you could try to delete the one that you just did under broker and create it with your email address under the um.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Agency and see if that will give you access to everything uh we're kind of working through all of these bugs along with you so bear with us but it is gonna be so great once we get everything taken care of.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, I understand. Yeah.
[CUSTOMER][POSITIVE] That I'm, yeah, APL is wonderful and in just about everything, so I'm sure that'll be great, um.
[AGENT][NEUTRAL] Oh yeah, especially, yes, but I.
[CUSTOMER][NEUTRAL] OK, well, uh, how do I click delete or?
[AGENT][NEUTRAL] So if you have any, how does he delete it? Oh, we have to delete it sorry, um, OK, so.
[CUSTOMER][NEUTRAL] Oh, y'all do. OK, yeah.
[AGENT][NEUTRAL] OK, so I'm sorry I misunderstood her so if you um could we can't delete it, you can't delete it it's just there for right now um do you have an alternate email address that you can use and do it under agency and see if you do have access to everything that way.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] E
[CUSTOMER][NEUTRAL] Uh, yeah, my, my personal Gmail address, um, that's not really a business one, but yeah.
[AGENT][NEUTRAL] OK, or if you just wanted to create a new Gmail address with, you know, with your agency information, I mean, you know, you could, you could also do that. I have to provide us with so we can update our system OK to create it, yeah.
[CUSTOMER][NEUTRAL] Hm, OK, well, yeah, that'd be a little more work um it'd be just easier to use my personal one that already exists because I already know who I am and yeah not any confusion there.
[AGENT][NEUTRAL] OK, what is, let me see if we have, yes sir.
[AGENT][NEUTRAL] No, yes, OK, what is you said um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, give me your first and last name.
[CUSTOMER][NEUTRAL] First name, [PII] Last name [PII], [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and um I'm gonna put you on hold for just a second so I can see which email we have on file, but give me the one that you're going to also use to create the the second account.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, the, the, the personal one I I referred to is my first name, [PII]
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Middle initial [PII]. Last name [PII] [PII] [PII]
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on hold for just a second and then I'll be right back with you to let you know, uh, once I've got that updated, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, hold on just a moment. thank you. I just on my card and figure out what agent.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Open Monday yeah.
[AGENT][NEGATIVE] I could that's what you need and then you're never gonna get your own work done I don't get my own work you'll have to use his agent. Oh yeah, I would, wouldn't I, yeah, um.
[AGENT][NEUTRAL] Uh, once a week
[AGENT][NEUTRAL] OK, so there's [PII]. So he is under [PII], right? And if you select.
[AGENT][NEUTRAL] clear that out here. Oh yes, see if it sticks because sometimes it does, OK, OK, so he's got commission assigned to the insurance group which is so he's probably using that email so this is what he set it up.
[AGENT][NEUTRAL] So when he sets up a guard, we're going to have to change the email address in our system to whatever he tells us to change it to. I've got that information, OK, now you can do it. Um, [PII]'s gonna have to do it real quick. OK, so maybe we just send [PII] and I in and say, hey, can you update the email address for and you can give her the tax ID number for Lagarde insurance.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] It would yeah
[AGENT][NEUTRAL] Hey, I have
[AGENT][NEUTRAL] And then just copy that 199 tax ID, uh, this one, yep, copy that number.
[AGENT][NEUTRAL] And say can you change the email on.
[AGENT][NEUTRAL] This accounts too.
[AGENT][NEUTRAL] Blah blah
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Oh my goodness
[AGENT][NEUTRAL] See at least being nice
[AGENT][POSITIVE] Mhm, yeah, he's very nice. There was a few people yesterday that were not, oh, I know I heard.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I got
[AGENT][NEUTRAL] Advised by a couple of the agents they were actually in [PII].
[AGENT][NEUTRAL] Did we not test this before we rolled it out? I said, yes sir, we did vigorous testing. He said, Well, maybe you guys should have let some of the brokers test it out too, some of your top brokers. And I was like, um, well, we, we did access that from the broker's side, and I'm pretty sure we did have some brokers also tested. Well, obviously they didn't test it correctly. I was like, well, none of these were issues until we rolled it out and then they became an issue.
[AGENT][NEUTRAL] I would just go back to him and say that you guys should associate on your commission team to update the email address on the agency account and you expect it to be done in the next 5 minutes or so we could try that time to create that account, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I have sent over the information to have the email updated uh to the one you just gave me, um, and it'll take about 15 to 20 minutes, so if you could try again then everything should be good to go at that point.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, is there a new email being sent to me to re-register or do I, um, well, I'll let you tell me.
[AGENT][NEUTRAL] You can just use the other one,
[AGENT][NEUTRAL] You can still use that and just use your new, your, your personal email address to set it up.
[CUSTOMER][NEUTRAL] OK, um
[CUSTOMER][NEUTRAL] So go back to the email asking me to do the OCS uh registration and just do that fresh.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] All right, well thank you.
[AGENT][NEUTRAL] I'm sorry.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.