AccountId: 011433970860
ContactId: 7cc1f7e9-518b-4623-8e9e-edbca72d9739
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 538320 ms
Total Talk Time (AGENT): 147006 ms
Total Talk Time (CUSTOMER): 191259 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/7cc1f7e9-518b-4623-8e9e-edbca72d9739_20250603T16:08_UTC.wav
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[AGENT][POSITIVE] Thank you for calling, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] with Steel Insurance. Um, I'm, I'm trying to get my new login for the agency on APL.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But it's not working so I don't know if it's because I, you know, I have my agent log in under my email but it's the same email supposedly with with the agency.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that probably is the issue so um either the agency or the um.
[AGENT][NEUTRAL] The agency or the broker has to um they can only have one email so it's not they're not gonna be the same exact email um so are you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Can we change agency email?
[AGENT][POSITIVE] Yeah, absolutely we will just need an email um stating to change that and then we can do that for you.
[CUSTOMER][NEUTRAL] Alright, you wanna shoot me an email?
[AGENT][POSITIVE] Yeah, absolutely. Um.
[AGENT][NEUTRAL] What is your email [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So just to confirm, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, you cut out in that steel area.
[AGENT][NEUTRAL] 00 OK OK um let me send you an email right now.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then just respond to that and we can fix that.
[CUSTOMER][NEUTRAL] And you're, you're
[CUSTOMER][POSITIVE] Way easier to hear than the last person I talked to to.
[CUSTOMER][NEUTRAL] Do do do do do do.
[CUSTOMER][NEUTRAL] I know my one of my accounts was having issues with creating a new one too so I don't know what.
[AGENT][NEUTRAL] On the new on the new one?
[CUSTOMER][NEUTRAL] I'll have to call her and see if she ever.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] I'll have to call her and see if she got it taken care of. I sent her an email, send her the registration email that I got. They never got it. She never got it for some reason, so I sent it to her that way she can go create it, but I'll check with her, see if she got it taken care of.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] Is it an admin by chance?
[CUSTOMER][NEUTRAL] She is, yeah.
[AGENT][NEUTRAL] Or is it so under your account you will have to add her she can't um.
[CUSTOMER][NEUTRAL] No, no, no, no, no, it's the, the, the account like the group, yeah.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] The group? OK, OK, OK.
[AGENT][NEUTRAL] Um
[CUSTOMER][NEUTRAL] You send me an email?
[AGENT][NEUTRAL] Yes, I'm still typing it.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just shoot it to me. I'm gonna send you the tax ID number, the name of the agency, and I'll shoot the email to you.
[AGENT][POSITIVE] Perfect, I just sent it to you. It should be coming from [PII] at [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] [PII]
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We have some [PII]'s in our area.
[AGENT][NEUTRAL] Where are you located?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Well, I'm [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What about y'all?
[AGENT][NEUTRAL] Um, I'm currently in [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You watch did you watch any softball? Did you watch your team get beat by Texas Tech?
[AGENT][NEUTRAL] Oh, I know I didn't see that one. They got beat [PII] got beat by Texas Tech.
[CUSTOMER][NEGATIVE] Yeah, it was a big upset.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Oh, who else is in the, the tournament left?
[CUSTOMER][NEGATIVE] Big upset.
[CUSTOMER][NEUTRAL] Well, it's now I think it's now uh Texas Tech versus Texas.
[AGENT][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] Believe it or not.
[CUSTOMER][NEUTRAL] Yeah, they're in the final championship series now.
[AGENT][POSITIVE] That's awesome.
[CUSTOMER][NEUTRAL] So I'm
[AGENT][NEUTRAL] Did you know that [PII] is having the softball Olympics here in [PII]?
[CUSTOMER][NEUTRAL] No kidding. I didn't know that.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Well, they took, they took our, so I'm a raging Cajun fan and so [PII] took our um ace pitcher and of course she became [PII]'s ace pitcher.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] And then um.
[CUSTOMER][NEUTRAL] [PII] coach [PII] is this is his first year at tech, but of course he took a lot of our players with him.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] This was probably the 1st year and probably 15 years we didn't make the postseason.
[AGENT][NEGATIVE] Oh, that sucks.
[CUSTOMER][POSITIVE] Yeah, so hopefully we can rebuild because normally we make it to.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Normally we at least make it to regionals and super regionals.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's been a while since we made it to the World Series, but um.
[AGENT][NEUTRAL] Yeah, well, and then the [PII], um, pitcher, she was originally at [PII] and then went her senior year to um
[AGENT][NEUTRAL] [PII] and she uh they ended up not winning.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, so [PII]'s pitcher and the Oklahoma pitcher, which was our pitcher last year, um, those are the top two pitchers in the, in the country.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] All right, come on email.
[CUSTOMER][NEUTRAL] I only say that because I got a
[CUSTOMER][NEUTRAL] Email from a client say call me when you get this thing.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] But, well, I don't wanna get off until I get your email because.
[CUSTOMER][NEUTRAL] Make sure it didn't go in junk or.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] You want me to send you one?
[AGENT][NEUTRAL] Yeah, if that's easier.
[CUSTOMER][NEUTRAL] It's like it's gonna come in as soon as while I'm typing this.
[CUSTOMER][NEUTRAL] There you are.
[CUSTOMER][POSITIVE] I knew it I knew once I started typing it would come in.
[CUSTOMER][NEUTRAL] Now I just got
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] And I can change the agency.
[CUSTOMER][NEUTRAL] Please
[CUSTOMER][NEUTRAL] You know it's already typed up and headed your way.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Alright thank you ma'am I appreciate it.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][NEUTRAL] You're gonna so are you gonna shoot a registration email to that new email?
[AGENT][NEUTRAL] Um, so you will just have to go on to the OSC where I'll send you an email once it's been set up, but um, whenever you, you'll have to go to the OSC and do create a new account.
[CUSTOMER][POSITIVE] That's fine. That'll work. Let me know appreciate it bye bye.
[AGENT][POSITIVE] OK, OK, I will. Sounds good bye bye.