AccountId: 011433970860
ContactId: a7789b78-e760-4a24-a6dd-62dfd3f8f4a4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 349700 ms
Total Talk Time (AGENT): 146364 ms
Total Talk Time (CUSTOMER): 133383 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/a7789b78-e760-4a24-a6dd-62dfd3f8f4a4_20250603T18:03_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]. This is [PII], and I'm trying to set up on the
[CUSTOMER][NEUTRAL] New uh OSC.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] And I'm getting an error every time.
[AGENT][POSITIVE] OK, alright. I can help you with.
[CUSTOMER][NEGATIVE] Yeah I'm getting an error that no user was found.
[AGENT][NEUTRAL] OK, I can help you with new OSCS [PII]. Can you please give me your callback number, ma'am, just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, ma'am.
[AGENT][NEUTRAL] And are you with a group or are you an individual that is trying to get into the online service center?
[CUSTOMER][NEUTRAL] Uh, I, I do the commissions for an agency.
[AGENT][NEUTRAL] OK. All right, Ms. [PII].
[CUSTOMER][NEUTRAL] So lots of groups.
[AGENT][NEUTRAL] Lots of groups, OK. OK, and what is the agency that you're with?
[CUSTOMER][NEUTRAL] JTS Financial Services.
[AGENT][NEUTRAL] OK, and then can you give me just one group number?
[CUSTOMER][NEUTRAL] Uh, yeah, let me pull a statement from last month.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] American public.
[CUSTOMER][NEUTRAL] OK, one group number.
[CUSTOMER][NEUTRAL] Is 0597.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] And that's the um.
[AGENT][NEUTRAL] Tensas Parish School Board, is that correct?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and are you from the brokerage firm?
[AGENT][NEUTRAL] Are you one of the brokers for the groups?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Well, we're the agency and we took over [PII] Agency.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] So I don't know how that would classify us.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All I know is that's on the same commission statement with all of my uh [PII] policies.
[AGENT][NEUTRAL] OK, alright, so what I'm gonna do is I'm gonna go ahead and transfer you now on over to broker resources. I'm gonna let them know that um you're having trouble with the online service center, Ms. [PII] one quick before I transfer you on over um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Can you just verify the physical address for the group number that you just gave me, the Teassas Parish School Board?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEGATIVE] No, absolutely not.
[CUSTOMER][NEUTRAL] I do not know there and like I said, I only do commissions, so I only see what's on the statements so I don't, I don't manage any of the accounts.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEGATIVE] Gotcha.
[AGENT][NEUTRAL] OK, I understand.
[CUSTOMER][NEUTRAL] I can give you JPS's. I can give you our tax ID, but not that.
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] OK, alright, thank you so much. I'm gonna go ahead and transfer you on over to Broker Resources so they can assist you further. So it's gonna be a brief hold, Ms. [PII], while we get you some help.
[CUSTOMER][POSITIVE] OK great thank you so much.
[AGENT][POSITIVE] All right. Thank you, ma'am.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] I feel disappearing.
[AGENT][NEUTRAL] Hi, Ms. [PII], this is [PII] in um the care team. I've got um a broker on the phone from JTS Financial Services. Her name is [PII].
[CUSTOMER][NEUTRAL] I just think.
[AGENT][NEUTRAL] Um, she is calling because she's not able to get into the online service center and she does the commissions.
[AGENT][NEUTRAL] And she just needs some help.
[CUSTOMER][NEUTRAL] Um, what is the, what did you say the agency was?
[AGENT][NEUTRAL] JTS Financial Services for MGA.
[CUSTOMER][NEUTRAL] Do you know what the um group number is?
[AGENT][NEUTRAL] One of the group numbers that she gave me is 0597. She said she has hundreds of groups.
[CUSTOMER][NEUTRAL] Um, but then it's like.
[CUSTOMER][NEUTRAL] Yeah, I
[CUSTOMER][NEGATIVE] Yeah, I can't really let me start up A N G.
[CUSTOMER][NEUTRAL] Yeah, I was and he said it was I I just.
[CUSTOMER][NEUTRAL] ATS is OK, um, you could send it.
[AGENT][NEUTRAL] Yes, JTS Financial.
[AGENT][NEUTRAL] OK, and let me give you her callback number it's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] That's it. Yes, ma'am. Thank you.
[AGENT][POSITIVE] You take care. All right, bye-bye.
[CUSTOMER][POSITIVE] All righty.
[CUSTOMER][POSITIVE] You too. Thanks.