AccountId: 011433970860
ContactId: b38a8e80-8984-4eea-b9a5-a0bcd42525b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 686260 ms
Total Talk Time (AGENT): 230756 ms
Total Talk Time (CUSTOMER): 481225 ms
Interruptions: 9
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/b38a8e80-8984-4eea-b9a5-a0bcd42525b1_20250430T16:21_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. My name is [PII]. I'm with Brandon Brown Insurance Services calling on behalf of on behalf of our, um, [PII] office in um [PII], and the reason that I'm calling is it's crunch time. Today's the last day of the month and I'm out of our corporate office in [PII], and I'm helping the um [PII], Tennessee or [PII] office as they call it.
[CUSTOMER][NEUTRAL] With getting commission statements on payments we've that we received from carriers and we've got a payment from APL and um.
[CUSTOMER][NEUTRAL] I've got access to their log in to their carrier logins, but the one that they have, it's there's a verification code that goes to it, but by the um.
[CUSTOMER][NEUTRAL] By the log in you can't tell who has the code, who the admin is or anything like that.
[CUSTOMER][NEUTRAL] So I can't go ahead and pull it, so I was wondering if you could either.
[CUSTOMER][NEUTRAL] Send me a copy of the commission statement so we can get the money applied today before the end of the month or if you could tell me who the admin is that has access that I could contact them.
[AGENT][NEUTRAL] OK, so we kind of have to start at the beginning. So what like what so you're with Brown and Brown?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, Brown and Brown Insurance Services. Uh-huh.
[AGENT][NEUTRAL] From [PII] and you're helping the [PII] branch with commission statements?
[CUSTOMER][NEUTRAL] Yes, because I am, I'm out of our corporate office in [PII], but I'm on what they call the direct bill team and we have people that are assigned.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, to the different offices, however, the lady that's assigned, her name is um [PII], she's got an unusual last name. I'll tell you, [PII]. Um, she usually handles it, but she's kind of behind, so she's asked for help.
[CUSTOMER][NEUTRAL] And she's on my team also but um I'm like a rover. I'm not assigned to any one profit center, so I jump around and help where uh where it's needed so that's kind of my situation and that's why I don't know because they didn't put it on their log in sheet who the uh login belongs to.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it's one of the user name is one of those that you can't tell you know who it belongs to.
[CUSTOMER][NEUTRAL] And if they don't put good notes and say who it belongs to or where the, you know, where the verification emails going to it's like, oh well, you know, so.
[AGENT][NEUTRAL] Yeah, um.
[CUSTOMER][NEUTRAL] Um yeah.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] I can give you our tax ID number, the check number, the check date, the amount I'm looking at a copy of the check right now, um.
[AGENT][NEUTRAL] OK, what is the
[CUSTOMER][NEUTRAL] Because it came actually.
[AGENT][NEUTRAL] What is the um
[AGENT][NEUTRAL] Yeah, give me the tax ID number, please.
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[CUSTOMER][NEUTRAL] And you know what, let me give you another one just in case y'all haven't gotten your records updated yet. Let me look on there.
[CUSTOMER][NEUTRAL] The um tracker because.
[CUSTOMER][NEUTRAL] The situation, let me see personnel, it should have it listed we we underwent a name change and most of the offices I'm in in [PII] and most of the offices had used this particular tax ID but there was a but of course since I'm working the Tennessee office their old tax ID in case that one doesn't come up.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You ready for that one? It's [PII], yeah, [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] So, on, on our side, the, it's it's not somebody specific that has a login to this and it looks like it's just.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Um, maybe just a main username, but it says the password has expired, so.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I would have to like send it to whomever this.
[CUSTOMER][NEUTRAL] That would be fine. I, I don't mind as, as long as you can tell me who that is so I know who to contact in the, in the [PII] office.
[AGENT][NEUTRAL] Uh, I mean, it, it said, if it, it looks like the email is going to us and I don't know um if this is how you pronounce the name, but uh [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] Let me see if she pulls up.
[CUSTOMER][NEUTRAL] OK, let me see.
[CUSTOMER][POSITIVE] Give me just a moment. I'll make sure cause people come and go, you know, and I always make sure that they're still with us.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK. OK. All right, spell that first name again for me.
[AGENT][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] It's unusual.
[CUSTOMER][NEUTRAL] Yeah, [PII], right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That doesn't come up and that's the first name. Let me put in the last name. How are they spelling [PII]?
[AGENT][NEUTRAL] That's [PII] and then [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, well, [PII] is, is long gone because when I'm doing, I'm doing a search in our our email and she doesn't pop up anymore, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me see. Hold on just a second.
[AGENT][NEUTRAL] The only
[CUSTOMER][NEUTRAL] All right. I'm sure.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] I was just gonna say the um the login username that that I'm showing here is [PII] in capital letters and you.
[CUSTOMER][NEUTRAL] The letter [PII] and then log in. That's what I'm showing as the as the user name.
[AGENT][NEUTRAL] Yeah, it's if I change like the problem is is that email is tied to whoever this person is.
[CUSTOMER][NEUTRAL] Um, yeah.
[CUSTOMER][NEUTRAL] Uh, yeah, I wonder if any, yeah, I wonder if anybody there has still got access because I don't know how long she's been gone. It could have been a year, it could have been, you know, yesterday for all I know. I'm just wondering, yeah, if anybody has access to her old email or not, even if they did after so long, the emails go away anyway so uh we have. Uh.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Right, right.
[AGENT][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Sure, yeah, the only thing that I would suggest to do because of just since we're dealing with like people's commission statements and I'm not doubting you at all in terms of what you're doing on your side is just sending an email um whether it be from yourself and then CC the um.
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, like the person, where did my screen go? Oh, to see the person who is, you know, with like anybody who's like a principal at Brown and Brown, um, anybody and, and just kind of explain the situation and we can pull the commission statement and we can send it to you if we have a um.
[CUSTOMER][POSITIVE] Yeah, I would, I would.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Uh, date and a amount type, like an amount, um, I would just need to be able to have some sort of
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Approval if you will.
[CUSTOMER][NEUTRAL] No, I understand, um, and I'm, I'm thinking probably um you would have the profit center leaders name I would hope because but then of course they leave too but uh let's see here, but that's the only name that you have I mean I can give you a few others here that let's see that yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, no, I don't, I, I don't have any other name. That is it. That's the only person.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK. All right. Well, um,
[CUSTOMER][NEUTRAL] Well, but if I reached out to him and you didn't have them, I don't know if that would be helpful. I mean, I could send an email to [PII]. She's the accounting leader there.
[CUSTOMER][NEUTRAL] But you know what I'm gonna do since I don't and I don't handle this office all the time I'm gonna reach out to the lady who is on the team with me that is assigned to the to the [PII] office and I'm gonna ask her who do you reach out to for this because you know the the login isn't helping and um and see what she says so but it sounds like to me we need to get some stuff updated with y'all though.
[AGENT][NEUTRAL] Well,
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, yeah, definitely get some things updated but just any sort of approval that we can get with, you know, you and even the maybe the lady that originally handles it, something that can just like what we're doing to have documentation.
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Since we're dealing with
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, brokers um commission.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, no, I unders I understand it, and I take no offense because I believe me I, I deal with different carriers all the time and I know what y'all situation is. That's, that's why, you know, I've, I'm sorry I don't, I'm sorry that she's left first of all.
[AGENT][NEUTRAL] Oh, no, of course.
[AGENT][NEUTRAL] Of course, yeah.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Yeah, no, and it's yeah it's just something that either we just weren't communicated that it needed to be updated to somebody new with like a login and a current email address or or what but um and it and it looks different on our side as well like what you see on your whenever you guys log in we don't see that unless we have the person's username and password so I can't just get into it and just pull something.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah. Sure. Yeah. You know, it's, it's.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, uh, the note that was on here when I've, I've got the password, but the, the note is is no good can't access email where code goes, so I guess.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][MIXED] Uh, whoever it did belong to or you know or we don't know where it's going so but it was and that's, and that's probably why they say we can't no longer get it because it was um that [PII] and she's gone that's probably the issue. Uh yeah, I'll, I'll call [PII] and see what she can tell me so, but thank you for your time. I appreciate it.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, of course. Yeah, of course, just let us know what we can do, OK?
[CUSTOMER][NEUTRAL] All right, yeah.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Have a great day.
[CUSTOMER][NEUTRAL] Uh, you too. Bye.
[AGENT][POSITIVE] Thanks bye.