AccountId: 011433970860
ContactId: bef10e8f-5a2d-40d4-b9c2-9fbc5e62ab6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 381899 ms
Total Talk Time (AGENT): 130600 ms
Total Talk Time (CUSTOMER): 115078 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/bef10e8f-5a2d-40d4-b9c2-9fbc5e62ab6f_20250605T16:32_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], I am trying to log into I guess the new online portal and um everything I try says there's no record, um so I'm just running into some issues getting set up.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, absolutely. What is your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And [PII], are you um the broker?
[CUSTOMER][NEUTRAL] Yes, I'm a broker.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And how do you spell [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for spelling that. I appreciate it.
[CUSTOMER][NEUTRAL] Of course, uh, so I work for the broker. The, the broker is actually gonna be [PII]. I don't know if that's gonna help if maybe it's under his account or something, but, um, I wanted to give you my name too just in case.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK perfect let me, let me look at both of those.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is his name [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, perfect. It was under him.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK, yeah, the issue might be um it's under tenant's information instead of your information um so you'll have to use his credentials to log in um and you said you are a broker, correct?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Are you appointed with APL by chance?
[CUSTOMER][NEUTRAL] Me personally, no, uh, I know [PII] is. I used to have access, but I think that was before the the system changed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] OK, OK, yeah, um, so you'll have to use [PII]'s information to enroll in the brokerage account. Um, it looks like you guys are also attached to the Hub International, um, and so they'll have the agency account, but you'll just have to create the brokerage account based off of [PII]'s information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so let me ask, so when I sign up and I click which role best describes I do the agent or broker correct?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Or should I do? OK. And then, so then let me do this while I have you on the phone just so I can make sure uh I get in. Um, is the zip code gonna be [PII]?
[AGENT][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, and then it's [PII] and or is it [PII]? OK, [PII] and then I have the date of birth.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] That's right.
[CUSTOMER][NEUTRAL] [PII]. His last name is not [PII], his last name is [PII].
[CUSTOMER][POSITIVE] Make sure I got that right. So do do do.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Um, it says no user was found with that information.
[AGENT][NEUTRAL] OK, let me see if I can try and do this.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, what did you have for [PII]'s birthday?
[CUSTOMER][NEUTRAL] I had a [PII].
[AGENT][NEUTRAL] Oh, that's weird. Um, I was able to to sign in, um.
[AGENT][NEUTRAL] And then it's saying to create a new password, confirm new password, display name, given name and surname after I put in all the information.
[CUSTOMER][NEUTRAL] Hm, I guess the only thing is the social, but maybe.
[AGENT][NEUTRAL] Don't don't put in the social.
[CUSTOMER][NEUTRAL] It's the only thing in
[AGENT][NEUTRAL] Don't just do the things that have the asterisk with it.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][POSITIVE] See, that worked that was it.
[AGENT][NEUTRAL] Makes it a little easier. OK, perfect, um, and so it will send an email to that [PII], um, for the verification code, um, so just as a heads up you are gonna need two for this sign up, um, and then after that every time you do sign in there is a verification code that will be sent to him so if you want to, um, once you get your set up you are able to um.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got you.
[AGENT][NEUTRAL] Add a add users to his account and you can always add yourself so that way you don't have to keep asking him for the the verification code.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. That is exactly what I needed. Thank you so much, [PII]. I appreciate it.
[AGENT][POSITIVE] Yeah, yeah, absolutely you have a great rest of your day, [PII].
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye