AccountId: 011433970860
ContactId: 7e2e392b-1c6e-4f45-9f64-be31295bd259
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258220 ms
Total Talk Time (AGENT): 154058 ms
Total Talk Time (CUSTOMER): 100950 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/7e2e392b-1c6e-4f45-9f64-be31295bd259_20250602T20:10_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII].
[CUSTOMER][NEUTRAL] Hey this is [PII] in [PII]. How you doing?
[AGENT][NEUTRAL] Hey, [PII].
[CUSTOMER][NEGATIVE] I am having meltdown with this online system. I know you probably got 100 calls already today, um.
[AGENT][NEGATIVE] Oh my gosh, yes. Did you get the email blast where it said, apparently it's supposed to be resolved and everyone is supposed to go back in and uh register their accounts. Did you get that email about an hour ago?
[CUSTOMER][NEUTRAL] Right, well, what I did was, what I did was I have, I have like 6 different logins for APL, so I was able just to get one of them to work which was under my social, but like for my business it won't register um for our other business it won't register um.
[AGENT][NEUTRAL] Because you're used to probably using that same email, but you're using different user ID user or used to use different usernames.
[CUSTOMER][NEUTRAL] Like using like the tax IDs.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so that was something I was bringing to their attention because I was letting them know [PII]'s downline is just a little different and you guys have multiple um like logins because you have several different agencies. So um that is something they're addressing because the way they set it up is you only can use one or you have to use a different email for each one.
[AGENT][NEUTRAL] Um, which would kind of is a pain, especially if you don't have 20,000 emails, you know, to dedicate to each one of these logins. Um, so they are working on that, um.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Gosh, um, I'm trying to think a work around. Um.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] And like for an example like something simple like I used to just there's not even a search just to search somebody's name. It makes you go find the group, then find the list of employees. It's just just like any company I've seen it 100 times in 24 years. Everybody comes out with a new system and it's always worse than the last system, you know, it's like it never fails, um, but like the.
[AGENT][NEUTRAL] Tell me about it.
[CUSTOMER][NEGATIVE] It it's just not, it's not super fast and easy as the other one was, so I'm hoping maybe they're gonna get the kinks out, you know, um, but like I'm on the dashboard and I can't even search somebody's name.
[AGENT][NEUTRAL] Yes, so
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Well, and that's what, so what they've been having us do is get these calls, write down all the pain points, um, and like send that all in an email to the IT department or it's not really the IT department, but it's the group who came together and made this quotation mark wonderful transition, um, and this.
[CUSTOMER][NEUTRAL] Let me ask you this, can you, can you connect me with them?
[AGENT][NEGATIVE] So that's what I hate. Um, they don't take, so this is the thing, they feel like broker resources is supposed to talk to the brokers and then we're like this middle man. They don't take phone calls. So when I was writing her this morning, I was like, what did I say? um because I've gotten like 20 calls this morning because I even talked to [PII] this morning and I was just like.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEGATIVE] You know, this is not just a one person thing because she was like, well, do you think it's a user error? And I was like, no, this is like a multiple people. I've gotten multiple emails, 20 phone calls about the same thing that they can't set up multiple groups or agencies, um, and they can't search employee names.
[CUSTOMER][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Normally all companies have a tech support like they'll send you the tech support, you know what I mean like, hey, I need to talk to the guy who built it so I can see how to do it right and fix it and I have a glitch, you know what I mean? um.
[CUSTOMER][NEGATIVE] So they, they shouldn't be putting it all on you guys because y'all y'all didn't build it, you know what I mean?
[AGENT][POSITIVE] I know, and then, and that's why I told her I was like, well, give me a response. I said, because, you know, I have a really good relationship with my brother because, you know, I do all Danny stuff and I was just like, you know, we wanna keep you guys happy. um, and I was like, what do I tell them? Because [PII] called me like at [PII] because he was trying to pull commission statements and he was like, I can't even um pull commission statements.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That's right, that's right, because I can't even get into to my actual company side where my LLC is, and it even has like my business partner's address on my profile.
[AGENT][NEUTRAL] So I was
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] But you know what? that's him calling in right now. I'm gonna circle back to you and I appreciate your time.
[AGENT][NEUTRAL] OK, thanks, [PII].
[CUSTOMER][POSITIVE] Have a great day.
[AGENT][NEUTRAL] OK, you too.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye