AccountId: 011433970860
ContactId: c0bac62f-ad42-4641-a16d-ba257cf7a443
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 779679 ms
Total Talk Time (AGENT): 231316 ms
Total Talk Time (CUSTOMER): 191410 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/c0bac62f-ad42-4641-a16d-ba257cf7a443_20250603T14:53_UTC.wav
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[AGENT][NEUTRAL] I feel
[CUSTOMER][MIXED] like expired or and my birthday so OK alright perfect.
[AGENT][NEUTRAL] AP this is.
[CUSTOMER][NEUTRAL] Hi, I'm sorry, what is your name?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], hi, my name is [PII]. I'm calling from the risk management group um for my knowledge, APO has a new log in now. When I enter my email address, it's telling me that they cannot locate my account because I didn't use an email address previously to retrieve a commission statements. I will use a username and a regular password.
[CUSTOMER][POSITIVE] And I called [PII] to try to help me and assist me. He says yes that um you guys have updated your website.
[AGENT][NEUTRAL] Have you created a new booking for the new website?
[CUSTOMER][NEGATIVE] No, I have not created a new, I didn't even know that you guys updated your website. This is the first time when I found out that we received the deposit and now I'm trying to retrieve the, the commission statements and I'm not able to.
[AGENT][NEUTRAL] Are you, can you create a login?
[CUSTOMER][NEUTRAL] So you want me to create a a OSC account?
[AGENT][NEUTRAL] Yes, ma'am, there's a new account, so you're gonna have to start from fresh like your brand though.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Says no user was found with the information that was entered, please try again if this error persists, please contact customer service [PII].
[AGENT][NEUTRAL] OK, what email address are you trying to use?
[CUSTOMER][NEUTRAL] Um, [PII]. That's my email.
[AGENT][NEUTRAL] Is that so are you trying to log in as an agency?
[CUSTOMER][NEUTRAL] Um, I try to do it as an agency then let me, I don't know if I have to do it as an agent or broker, but I'm not an agent and I'm not a broker.
[AGENT][NEUTRAL] Are you trying to log in as an agency currently right now when you just put that email address that you gave me, what were you logging in at?
[CUSTOMER][NEUTRAL] When I gonna enter the information on their agency?
[CUSTOMER][NEUTRAL] It's asking me for the tax ID, the city, the zip code, and my email address [PII].
[AGENT][NEUTRAL] OK, so for the agency you're using your email address?
[CUSTOMER][NEUTRAL] Yes, can you please take me off of speaker?
[AGENT][NEUTRAL] You're not on speaker. I'm sorry.
[CUSTOMER][NEUTRAL] Well, there's a lot of echo in the back.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, just so we're on the same page, you're using your email address to log in as an agency.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] I think what's happening is you're gonna have to use.
[CUSTOMER][NEUTRAL] I can't hear, I can barely hear you. There's a lot of echoing.
[CUSTOMER][NEGATIVE] You're gonna have to take off your headset and use the phone because I can barely understand you.
[AGENT][NEUTRAL] I don't have a phone to use. All we have is a headset. That's my only option.
[AGENT][NEUTRAL] That's that's about um.
[AGENT][NEUTRAL] Yes
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And this is the risk management is under NESC.
[CUSTOMER][NEUTRAL] I'm sorry, I can't understand you. What did you say?
[AGENT][NEUTRAL] You said you were with risk management, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] You don't know I.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm wondering if it because I don't see your email on here, um.
[AGENT][NEUTRAL] I'm sure you have a use it. I'm wondering if that's why it's saying you don't do um.
[AGENT][NEUTRAL] OK, it looks like um in the, in this situation, it looks like [PII] is gonna have to set the account up and then give you permission.
[CUSTOMER][NEGATIVE] He doesn't have access, he says that I had to call this um customer service care team number.
[CUSTOMER][NEGATIVE] He even says that I have to add him as a log in because he doesn't have access to this new website that you guys have created.
[AGENT][NEUTRAL] Mm mm, yeah, that's backwards. He can't tell you to make a login and add him. He has to make a log in and add you.
[AGENT][NEUTRAL] So he has to go in and
[CUSTOMER][NEUTRAL] OK, can I do a 3 way with you on the line with him?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][NEUTRAL] Hello, ma'am?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I have [PII] on the line. He says that this is all new to him. He wasn't aware that he was the one that has to set me up.
[AGENT][NEUTRAL] But the broker who was tied to start.
[AGENT][NEGATIVE] Just can't do it. Um, so it looks so when I pull up risk management, it shows me a [PII].
[AGENT][NEUTRAL] So, since this email address is associated with risk management, [PII] would go in, create an account, and she would add you and [PII] as users.
[CUSTOMER][NEUTRAL] I don't have anybody in the office by that name. Are you sure you're looking up the correct tax ID? This is the risk management group in [PII].
[AGENT][NEUTRAL] OK, what's the, OK, what's the ID?
[CUSTOMER][NEUTRAL] Tax ID is [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I'm here. Can you hear me?
[CUSTOMER][NEUTRAL] I'm here. OK.
[CUSTOMER][NEUTRAL] She's now telling me that there's somebody by the name of [PII] that's supposed to set us up.
[CUSTOMER][NEUTRAL] I don't have a [PII] that works in her office.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, um, let me check using the tax ID number that you gave them.
[CUSTOMER][NEUTRAL] And previously you told me that [PII] was the one that needed to set me up. Now you're telling me that's [PII]?
[AGENT][NEUTRAL] OK, so when I told you [PII] is because you told me [PII], so I just went off when you said it was under [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] When I told you that it was [PII], it's because I looked at risk management, which you just now confirmed before you got on the phone that it's a risk management group. So that was a mistake on my part. The joke came from you, the [PII] came from me by mistake.
[CUSTOMER][NEUTRAL] Yeah, I don't have a TRMG, uh, email address, so you guys would have to give me access after you give yourself access with it, but, but I'll stay on the phone, OK.
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] Do you have a group number?
[AGENT][NEUTRAL] I think the only group that I'm pulling up. I don't know.
[CUSTOMER][NEUTRAL] I don't have a group number.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] I don't.
[AGENT][NEUTRAL] These an HSAI.
[AGENT][NEUTRAL] I.
[AGENT][NEUTRAL] All right. I just wanna make sure I was.
[AGENT][NEUTRAL] OK, try this one.
[AGENT][NEUTRAL] And just so I have the right number, you said 900-904-646.
[CUSTOMER][NEUTRAL] 900904646
[AGENT][NEUTRAL] OK, so I got the group number pulled up 5 or 24592 for risk management group, and it looks like the agent of record is [PII].
[AGENT][NEUTRAL] Are you aware of that person, or you don't know that person either?
[CUSTOMER][NEUTRAL] Yes, that's the president of the company.
[AGENT][NEUTRAL] OK, so since [PII]'s email is attached to this group, [PII] will have to go in, create an account, and he will have to add you and [PII] and anyone else that he wants to be able to pull commissions.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The only other email on here is [PII], um, but those are the two emails that they had for the skirt.
[CUSTOMER][POSITIVE] OK, perfect. Thank you.
[AGENT][POSITIVE] OK, thanks.