AccountId: 011433970860
ContactId: a4f78f63-ee68-4d5f-858b-5b80715a0966
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290760 ms
Total Talk Time (AGENT): 46498 ms
Total Talk Time (CUSTOMER): 176494 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/a4f78f63-ee68-4d5f-858b-5b80715a0966_20250506T14:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, I'm calling from the broker's office.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Let me see here um.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] So there's uh I have I already have access to uh well let me give you let me just give you the the group number that I'm calling about it's uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 26015.
[AGENT][NEUTRAL] OK, and the group name Archway.
[CUSTOMER][NEUTRAL] That's archways
[CUSTOMER][NEUTRAL] Yeah, Archways, yeah, my name is [PII]. I'm with Marsh MMA.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, um,
[CUSTOMER][NEUTRAL] Let me see here, uh, I need to um.
[CUSTOMER][NEUTRAL] I have access already to one of a different account right in the APL portal uh uh I was just, I just got the registration email the producer granted me.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Access for another account so that's that's a different user ID right? uh that I have to set up a different user ID it's not the same user ID, correct?
[AGENT][POSITIVE] Correct. Mhm.
[CUSTOMER][NEUTRAL] Oh OK, OK, I just wanted to make sure all right um.
[CUSTOMER][NEUTRAL] All right, uh.
[CUSTOMER][NEUTRAL] OK, so let me do that, so it's gonna, it's basically I'm not logging in right? I'm, I'm doing, it's basically uh I'm gonna go in as a new user correct?
[AGENT][NEUTRAL] So, OK, let me verify something. Are these people in your downline or you?
[AGENT][NEUTRAL] Like, are you?
[AGENT][NEUTRAL] Is it for different
[CUSTOMER][NEUTRAL] I'm not the producer. I'm an account manager. I'm gonna, they're two different, two different producers, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so then yes, you will have to do, you'll have to create the accounts.
[CUSTOMER][NEUTRAL] Oh, OK, so it's gonna be.
[AGENT][NEUTRAL] It's producer specific, mhm.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Alright, got it, got it, got it, got it. OK, let me hang it.
[AGENT][POSITIVE] I know, I'm sorry.
[CUSTOMER][NEUTRAL] Hang on a second.
[CUSTOMER][NEUTRAL] No, no, no, no, it's OK, it's OK, it's OK. Um.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] How do I do this? Let me see here. Alright, more options.
[CUSTOMER][NEUTRAL] Turn off. OK, there.
[CUSTOMER][NEUTRAL] Turn off for this site. OK, yes, turn off all right, OK, because it was doing like this automatic uh.
[CUSTOMER][NEUTRAL] OK, all right, I think I'll, uh, should be able to figure this out, yeah, cause it's trying to.
[AGENT][NEUTRAL] Like logging in with your other credentials.
[CUSTOMER][NEUTRAL] Yeah, yeah, no, no, no, I got the.
[CUSTOMER][NEUTRAL] Let me do OK so new user.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Wait, which role best describes you? I'm an employer or a group?
[CUSTOMER][NEUTRAL] Well, actually, no, I'm, I'm gonna go into log in and just do uh the user ID and all that stuff, correct?
[AGENT][NEUTRAL] Yes, that should, that.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so let me.
[CUSTOMER][NEUTRAL] OK, let me just type in.
[CUSTOMER][NEUTRAL] 3 and then.
[CUSTOMER][NEUTRAL] Type in
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, so let me create, OK, yeah, because it, it, it tried to default me to uh let me see if this works.
[CUSTOMER][NEUTRAL] Before.
[CUSTOMER][NEUTRAL] Dollar sign.
[CUSTOMER][NEUTRAL] 786, dang it.
[CUSTOMER][NEUTRAL] 786-8658486 and not myself 786-86.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] So which company are you trying to do it for now?
[CUSTOMER][NEUTRAL] Uh, this archways, the group that I just entered now, so let me do next.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, no, it was had to do with my uh.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] OK, don't show again. Let me just see.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] It doesn't have.
[CUSTOMER][NEUTRAL] OK, there it is. All right, recent activity.
[CUSTOMER][NEUTRAL] Uh, so I guess.
[CUSTOMER][POSITIVE] There it is. OK, so it worked. OK, I'm in. All right, thank you so much I greatly appreciate it.
[AGENT][POSITIVE] Alright, wonderful, yeah, thank you. I'm sorry.
[CUSTOMER][NEUTRAL] No, it's OK, thank you. All right, bye bye now. Bye.
[AGENT][NEUTRAL] All right, bye.
[CUSTOMER][NEUTRAL] OK.