AccountId: 011433970860
ContactId: 9eac8097-a82b-4cba-93b0-fd2ec6917032
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 396600 ms
Total Talk Time (AGENT): 109709 ms
Total Talk Time (CUSTOMER): 207165 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/9eac8097-a82b-4cba-93b0-fd2ec6917032_20250501T13:53_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from 4 Quotes. Um, I have been, uh, working, I've been working with the agency owner and trying to obtain access, uh, to the APL portal that allows you to download commission statements and um I, I called earlier and was able to verify that it that the uh agency um owner [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, uh, is the one that's linked to the agency account, but when we're trying to log on or use the email address to reset the password, it's not acknowledging, um.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] The user name and just we're needing assistance to find out you know how we could get access because we don't recall what the what was the user name that was I guess set up during the time of it being set up initially.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and is that person still with the agency that you're referring to? OK, hang on just a second, let me get a screen up here. Give me one second.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So is this at the agency level or is it at the group level?
[CUSTOMER][NEUTRAL] No, it's gonna be at the agency level we're needing um commission statements.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And which and which agency?
[CUSTOMER][NEUTRAL] This is gonna be for 4 quotes. Do you need the tax ID?
[AGENT][NEUTRAL] For quote. Uh, yeah, if you have that, it's probably easier.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] There it is. OK, hold on one second.
[AGENT][NEUTRAL] So [PII] is who is on here. OK, let's see.
[CUSTOMER][NEUTRAL] Right, yeah, so we we're using that as the.
[CUSTOMER][NEUTRAL] As the user name, which is what we believed it was and we tried to have you know we tried to set um um request a password reset but the system is saying there doesn't appear to be any reset options so that's why I'm calling you, that's why I'm calling you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, well, that's weird. That's weird. Let's see what's going on here.
[AGENT][NEUTRAL] What shows that it.
[AGENT][NEUTRAL] Shows that the hm shows everything set up. It doesn't show it's suspended. What so um the email address is [PII] gotten anything or her email address? Have you asked her if she got anything?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII], yeah, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Correct, and she's not gotten a notification.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] OK, hang on.
[CUSTOMER][NEUTRAL] Uh, let me try again.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, it says invalid user name or password. Now I'm gonna try to reset it [PII].
[CUSTOMER][NEGATIVE] No, it says there doesn't appear to be a reset option set up under this account.
[AGENT][NEUTRAL] What user name did you try to sign in with a user name were you guys trying to sign in under?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] No, the user name for the account.
[CUSTOMER][NEUTRAL] It's not the user name for the account?
[AGENT][NEUTRAL] That's not the user name that we have for [PII].
[CUSTOMER][NEUTRAL] OK, how is it possible to obtain access to the user name?
[AGENT][NEUTRAL] Does [PII], does [PII] remember what her username is? I can't just shouldn't, I can't just since she's the one that's on the account holder.
[CUSTOMER][NEUTRAL] No, yeah, no, I understand. um, I'm here with her husband. He's the owner of the company, um, [PII], would you happen to, you, you, you wouldn't know what the other user uh what the user name could possibly be if it's not [PII] because they can't obviously give me the user name.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It might be he said it might be her personal email.
[AGENT][NEUTRAL] It's not an email address. The name you need to create a username. She had.
[CUSTOMER][NEUTRAL] It's not any, yeah, she's she's yeah she's confirming that it's not an email address.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Could she send you all an email or what does she need to do to um obtain access to.
[AGENT][NEUTRAL] I can send I can send her an email I can send [PII] an email mhm mhm yeah.
[CUSTOMER][NEUTRAL] You could send her an email.
[CUSTOMER][NEUTRAL] OK, OK, yeah, if you could please send her an email then.
[AGENT][NEUTRAL] Uh, unless
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, that that if you could do that that's fine.
[AGENT][NEUTRAL] OK, and uh what's her contact number? Do you have her direct phone number?
[CUSTOMER][NEUTRAL] Um, [PII], they're asking for her her direct number.
[CUSTOMER][NEUTRAL] Her phone number, yes.
[CUSTOMER][NEUTRAL] You don't have her phone number on file?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm mhm.
[AGENT][NEUTRAL] OK, let me see what I can do to get this reset for you and what's your contact number?
[CUSTOMER][NEUTRAL] My contact number is [PII] and I'm at extension [PII].
[AGENT][NEUTRAL] [PII]. OK. I will give you a call back here in just a little bit, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thank you bye.
[AGENT][POSITIVE] Thank you, have a good day bye bye.