AccountId: 011433970860
ContactId: a0cc8ce7-f0e8-40b7-bfc2-16fea1e35ca1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 577570 ms
Total Talk Time (AGENT): 140755 ms
Total Talk Time (CUSTOMER): 82986 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/a0cc8ce7-f0e8-40b7-bfc2-16fea1e35ca1_20250217T20:30_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good afternoon. My name is [PII]. I'm calling from Brown and Brown Insurance. Um, I just need help with getting access to a particular group.
[AGENT][NEUTRAL] OK, I right and what group is this?
[CUSTOMER][NEUTRAL] Uh, it's [PII], and then I have the ID, or the, the number if you need.
[AGENT][POSITIVE] Yes, please, that would be great.
[CUSTOMER][NEUTRAL] It's 16583.
[AGENT][NEUTRAL] OK, and [PII], who's the writing agent on this account?
[CUSTOMER][NEUTRAL] Um, the writing agent used to be [PII], [PII].
[AGENT][NEUTRAL] Um, no, I've got a [PII].
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yep.
[AGENT][NEUTRAL] OK, so you're just needing access to the online service center, is that it?
[CUSTOMER][NEUTRAL] Yeah, like I have a I have a login for you guys. It's just when I log in, I don't see the group.
[AGENT][NEUTRAL] All right. Was this just recently changed, you know?
[CUSTOMER][NEGATIVE] Um, no, I don't think so. No.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me try something.
[AGENT][NEUTRAL] Bear with me just a minute, [PII], let me look some stuff up and see if I can figure out why you can't see it.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] See if I can figure out what they have here.
[AGENT][NEUTRAL] OK, [PII], what's your username?
[CUSTOMER][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Is your last name [PII]?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mm it's um my first name [PII].
[AGENT][NEUTRAL] I think.
[AGENT][NEUTRAL] We've got so many brown and browns here that I'm not really sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, this is all tied in, but you should.
[AGENT][NEUTRAL] Are you trying to pull commission statements or what are you trying to pull?
[CUSTOMER][NEUTRAL] Um, just like if I have to process an enrollment or termination.
[AGENT][NEUTRAL] Oh, so at the group level?
[CUSTOMER][NEUTRAL] Yeah, like, cause when I log in, um, where it says like need to file a claim, view ID card or find group, I don't have a drop down like there's like nothing there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, I'm not seeing under um [PII] that you do have access.
[AGENT][NEUTRAL] So if, if he could send us an email just letting us know that we can give you access and we'll need all of your information. So if you would like the best way would be to send it to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] CC our sales department, um, so it would be [PII]
[AGENT][NEUTRAL] [PII] sales.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] And just ask for him to give permission to add you as a user and he's got a lot of users out here so I don't think it's gonna be a problem.
[AGENT][NEUTRAL] Um, but we will need your email address and your full name.
[AGENT][NEUTRAL] And a
[CUSTOMER][NEUTRAL] And you know that.
[CUSTOMER][NEUTRAL] [PII] and sale.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I see. OK.
[AGENT][NEUTRAL] And that will give you access to any groups that he's got under his agent number, um, but in the email, just make sure you give us um your full name.
[AGENT][POSITIVE] Your email address and a phone number that you can be reached, uh, would be great.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] OK awesome thank you so much.
[AGENT][POSITIVE] That way that way [PII] can oh no problem that way [PII] can just reply to all.
[AGENT][NEUTRAL] And we'll have the information that we need.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK, perfect. Thank you.
[AGENT][POSITIVE] All right. You're welcome. Is there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] Thank you so much. Yes.
[CUSTOMER][POSITIVE] Um, no, that was it. Thank you so much. You have a good day.
[AGENT][POSITIVE] All right, you too. Thanks so much for calling. Bye bye.
[CUSTOMER][POSITIVE] You're welcome. Bye bye.