AccountId: 011433970860
ContactId: 8d540765-b078-46f4-883a-e9f6433a014b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336720 ms
Total Talk Time (AGENT): 124670 ms
Total Talk Time (CUSTOMER): 140455 ms
Interruptions: 5
Overall Sentiment: AGENT=1.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/8d540765-b078-46f4-883a-e9f6433a014b_20250603T14:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. So I'm, I'm running into when I try to register I'm putting the tax ID I'm putting the email, the city and the zip and it's saying error.
[AGENT][NEUTRAL] OK, let me take a look at that.
[CUSTOMER][NEUTRAL] I don't know what's OK, thank you.
[AGENT][NEUTRAL] And what was the group you were with? It was Legacy, right?
[CUSTOMER][NEUTRAL] Legacy Financial Consulting, yeah, the agency.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so what is the tax ID number you're putting in?
[CUSTOMER][NEUTRAL] I have, it's [PII].
[AGENT][NEUTRAL] Yes, that's correct. And then what is the zip code you have?
[CUSTOMER][NEUTRAL] [PII], it should be [PII] [PII].
[AGENT][POSITIVE] Perfect, perfect, um, and then what is the email address that you have for it?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, the issue might be, um, because didn't you register [PII] for a brokerage account yesterday, so.
[CUSTOMER][NEUTRAL] Yes, yes, with the same email, yes, could it be because it's the same email?
[AGENT][NEUTRAL] Yes, yes, so it can only have one account so if you wanna send me an email um again and just we can update an email address if you wanna provide us a different email address we can update that so that way you can have um the agency account activated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, give me a second, [PII]. I remember everything [PII].
[CUSTOMER][NEUTRAL] public.
[CUSTOMER][NEGATIVE] That's desperation.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Let's see account.
[CUSTOMER][NEUTRAL] Log in OK hm.
[CUSTOMER][NEUTRAL] Um, I'm trying to think what would be best to do because he usually typically comes in to look for the commissions, so I'm wondering if for the agency I should put his and maybe change the one for the agent.
[CUSTOMER][NEUTRAL] Because um I'm the one that does all the changes for the group, um, [PII], OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me put you on a brief hold and see if that's something that we would be able to do, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Are we able to change the email that they use to set up a brokerage account and use it for the agency account and then use a different email for the brokerage account?
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] So would they have to recreate the brokerage account again then?
[AGENT][NEUTRAL] Because it would be under a different account or a different email.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], are you still there? OK, so if you send us an email and you say, hey, we want the Alfonso email to be the agency account and then we want your email to be the brokerage account, we can do that. You will have to register the um accounts again, yes, um, but we can do that.
[CUSTOMER][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Brokerage again? OK.
[CUSTOMER][POSITIVE] OK, OK, perfect if we can perhaps change the email for the.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I am sending you it right now let's see.
[CUSTOMER][NEUTRAL] Finance uh.
[CUSTOMER][NEUTRAL] Not mm mm mm.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK, just wanna make sure I spelled everything right.
[CUSTOMER][NEUTRAL] Uh, OK.
[CUSTOMER][NEUTRAL] [PII]. OK, OK.
[CUSTOMER][NEUTRAL] Alright I just sent it. Just let me know if you get it. I just wanna make sure since I have you on the phone.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Absolutely.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, I received it.
[CUSTOMER][POSITIVE] Excellent.
[AGENT][NEUTRAL] And then I'll pass that along and I'll send you an email whenever it's been updated, OK?
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][POSITIVE] All [PII]. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Perfect, perfect, perfect. Thank you.
[CUSTOMER][NEUTRAL] Um, that's it. Is there any way to email a copy of the commission statement, uh, while we're waiting for all this to go through?
[AGENT][POSITIVE] Yeah, absolutely, um, I will have to send it to NAS and then NAS can send it to you, um, so it will take a little bit, but I can do that and you want this past [PII], OK, yeah, absolutely.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] Alrighty I'll send that over thank you yeah.
[CUSTOMER][POSITIVE] All right great thank you [PII] alright thank you OK.
[AGENT][NEUTRAL] Bye bye.