AccountId: 011433970860
ContactId: 977c279a-0857-4ade-bc70-893de40f1611
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298299 ms
Total Talk Time (AGENT): 94805 ms
Total Talk Time (CUSTOMER): 123037 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/977c279a-0857-4ade-bc70-893de40f1611_20250414T12:15_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. Um, my name is [PII]. I'm calling from the broker's office, and, um, I'm calling. I just started working at Marsh, um, uh, just, you know, the agency Marsh McClennan last Monday, and I'm trying to get access to all of the.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know, the, the APL portal portal for my groups, right, that have APL.
[CUSTOMER][NEUTRAL] So, I wanted to check. I don't know.
[CUSTOMER][NEUTRAL] Let me see how many groups I have that have uh I can give you the group number for one of them I mean what do you need exactly to to do this?
[AGENT][NEUTRAL] OK, [PII], so first what I need to know is, are you going to be the writing agent for these accounts?
[CUSTOMER][NEUTRAL] No, no, no, no, no, no, I'm an account manager. I'm an account manager. It would just be to look at, you know, look at the, the like admin type stuff.
[AGENT][NEUTRAL] OK. Do you know who the writing agents are? And here's why I'm asking is because there is one sign on where you can see, but that has access to commissions.
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Oh, OK, no, yeah, I don't need that. Oh, the, I can give you the, yeah, [PII], he's the.
[AGENT][NEUTRAL] The broker side.
[CUSTOMER][NEUTRAL] He's the guy that would need to grant me access, I guess.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright, how do, how does that work?
[AGENT][NEUTRAL] Yeah, if you get with the writing, if you get, yeah, if you get with the writing agent, he can log in or she, whoever the writing agent is, they can log into their portal and grant you access to theirs.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So then you can see everything they have.
[CUSTOMER][NEUTRAL] Can, can somebody, because I don't, I don't even know if this guy's, he's probably not registered, he probably doesn't know anything about anything so can you guys send him an email and I'll follow up with him.
[CUSTOMER][NEUTRAL] A registration email or how does that how does that work?
[AGENT][NEUTRAL] Yeah, let me
[AGENT][NEUTRAL] Um, I can send it, you said his name is [PII]?
[CUSTOMER][NEUTRAL] Yeah, I'll give you the group number for the group. It's just I think it's just one group.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's that group number?
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] 22954
[AGENT][NEUTRAL] Hammerhead Group.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] See if he's even got an account.
[AGENT][NEUTRAL] That up.
[CUSTOMER][NEUTRAL] Yeah, it just, yeah, cause that way I can tell him, you know, he needs to register and blah blah blah.
[AGENT][NEUTRAL] He does not have his account set up so what I can do, [PII] is, yeah, I can send him an email letting him know that you're wanting access to his account that he's got register first.
[CUSTOMER][NEUTRAL] OK, to register.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. And I'll, I'll let him know.
[AGENT][NEUTRAL] Um, and [PII], what is your last name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I will send him an email here in just a little bit.
[CUSTOMER][NEUTRAL] OK, uh, could you copy me on that email as well?
[AGENT][NEUTRAL] Sure. Are you [PII]?
[CUSTOMER][NEGATIVE] Not the one.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Well it's [PII].
[AGENT][NEUTRAL] 01. OK.
[CUSTOMER][POSITIVE] World's 01 OK perfect thank you so much. Oh, can you send me, um, uh, a, um, you know, that service contact sheet.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You know that says here's the phone number for broker services and you know all that good stuff.
[AGENT][POSITIVE] Oh, yeah, yeah, absolutely.
[CUSTOMER][POSITIVE] If you could email me that, yeah, and then I'll be good to go, but uh yeah, thank you so much. I really appreciate it.
[AGENT][NEUTRAL] All right, [PII], is there anything else I can do for you?
[CUSTOMER][POSITIVE] Oh, no, we're good. Thank you.
[AGENT][POSITIVE] All right, thanks so much for calling APL you have a great day.
[CUSTOMER][POSITIVE] All right you too bye.
[AGENT][NEUTRAL] Bye.