AccountId: 011433970860
ContactId: b0d17435-0138-45c0-a1fe-d24feaa0d95b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 402760 ms
Total Talk Time (AGENT): 238822 ms
Total Talk Time (CUSTOMER): 148721 ms
Interruptions: 6
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/b0d17435-0138-45c0-a1fe-d24feaa0d95b_20250605T18:50_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] on the care team. How you doing?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm good. Um, I have a broker on the other line who needs help with the online service center and their client well, groups.
[AGENT][NEUTRAL] OK. What's the name?
[CUSTOMER][NEUTRAL] Her name is [PII] and she said her last name, but I cannot, I cannot uh.
[AGENT][NEUTRAL] That's OK.
[AGENT][POSITIVE] You're good. I'll take it. No problem.
[CUSTOMER][NEUTRAL] OK, but I have her callback number.
[AGENT][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][POSITIVE] [PII] OK perfect thank you so much.
[CUSTOMER][NEUTRAL] You're welcome. Hold on one moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello [PII].
[CUSTOMER][POSITIVE] Yes. Thank you so much for holding. I have [PII] on the line and she'll be assisting you further, OK?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Hi [PII], this is [PII]. She said you're having issues. Um, are you trying to log in or set up your account?
[CUSTOMER][NEUTRAL] To set up like a register and I just forgot to like the second step asking to it I'm trying to sign up the agency.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I know. Mm.
[AGENT][NEUTRAL] The agency, OK.
[CUSTOMER][NEUTRAL] And um when I entered the text.
[AGENT][NEUTRAL] Mhm. Go ahead.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And so I entered the tax ID number and I, I entered an email address and I'm getting the error message that no user was found am I like in the wrong place?
[AGENT][NEGATIVE] No, that's this thing is being very um cumbersome. Hold on just a second. Let me pull something up real quick so I can look at that screen. I can't and we're handicapped. We can't see everything, but let me just pull up the website. Give me just one second. So on the box, I order send up the agent. I know one thing you can't use the same email address. Have you set up an agents? Are you, have you already set up like your broker account or anything like that?
[CUSTOMER][NEUTRAL] I don't think so. It's possible, um.
[AGENT][NEUTRAL] Do you have
[AGENT][NEUTRAL] OK, OK, that's OK. I can look. Let's see. So you're doing the agency, so on the agency, so all you have to do is the tax ID number and the email and let me go. What agency is it? What's the name of the agency?
[CUSTOMER][NEUTRAL] But I don't think so. Mhm.
[CUSTOMER][NEUTRAL] NPC Financial.
[AGENT][NEUTRAL] Say that one more time.
[CUSTOMER][NEUTRAL] NPC Financial, so November.
[AGENT][NEUTRAL] NPC. OK, I got you found it. NPC Financial. Let me pull this up real quick.
[CUSTOMER][NEUTRAL] Papa Charlie.
[AGENT][NEUTRAL] What tax ID number did you put in?
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] OK, that's it. I do show the person that is like tied as the primary person on the account is [PII], so he'll probably have to set up the agency account and then give you access because we have his email address tied to it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Currently we don't have it set up to where we can view invoices and and um you know employee lists and such.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, right.
[CUSTOMER][NEUTRAL] OK, so
[AGENT][NEUTRAL] The robber.
[CUSTOMER][NEUTRAL] So I have to put in this in this screen I have to put his email address.
[CUSTOMER][NEUTRAL] And he'll have to delegate access.
[AGENT][NEUTRAL] Yeah, yeah, right, it would be, yeah, because, because once you get past the screen it's gonna ask for a pin number which is gonna go to him and then he'll need to, so what he needs to do is he needs to activate the agency account since he's the primary person and then he can go in under what they call managed users and he can set up give you access and I've got a guide that kind of shows you that if you want me to email that to you.
[AGENT][NEUTRAL] To help help help you once you get in there how to do that, OK, and he'll have to give you like if you're trying to seek commissions you'll have to be a level 2.
[CUSTOMER][POSITIVE] Sure, that'd be great.
[AGENT][NEUTRAL] I think it's a little 2 or higher so let me, what's your email address?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII], OK. OK.
[CUSTOMER][NEUTRAL] In a period
[CUSTOMER][NEUTRAL] And then [PII].
[AGENT][NEUTRAL] OK, say that last thing more time because my phone, and PC, OK, and PC. OK, my phone was like chop chop chop on my end, so I don't know, a reception so it's [PII], right? [PII], did you say you?
[CUSTOMER][NEUTRAL] At [PII]. Sure mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] ION
[CUSTOMER][POSITIVE] Oh, [PII], yeah, so [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], excuse me.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] And then [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, OK, got it that time [PII] [PII] OK, I see. OK, got that and then it's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is that right?
[AGENT][NEUTRAL] [PII]. OK, yeah, it's like just like the end of [PII]. I got that. OK, same ending for the [PII]. OK, let me email you the guide, um, and then have him set up the agency account and delegate you access. He should be able to do that and you should be able to get in, but if for some reason you have any issues, let us know, um, and we'll see if we can troubleshoot, but he should be able to get you in that way.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Mainly because he's the primary person. Mhm.
[CUSTOMER][NEUTRAL] OK, is, are they able to delegate access to more than one person?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yes, yeah, he can add multiple people. You can add a level one, yeah, you can do, you can do level one. Sorry, my phone's messed up for some reason. You can do level 1, which just gives bare minimum access where that people can go in and see the accounts and make, you know, you can see the accounts and everything you can't see commissions and then I believe level 2 you can see commissions on level 3 at the highest level, and you can kind of do whatever you everything that needs to be done on the on the account or see everything.
[CUSTOMER][POSITIVE] Yes. OK, great.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know those descriptions will be on there when he goes in.
[CUSTOMER][POSITIVE] OK well thank you so much um.
[AGENT][NEUTRAL] Mhm. All right, well, I'll email this to you and if you have any problems, let us know. Sorry.
[CUSTOMER][NEUTRAL] OK great um I I'll.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, no thank you so much.
[AGENT][POSITIVE] You're most welcome. You have a good day. Thanks for calling PL.
[CUSTOMER][NEUTRAL] You too
[AGENT][NEUTRAL] Mm bye.
[CUSTOMER][NEUTRAL] OK bye.