AccountId: 011433970860
ContactId: c5751184-1807-41d4-830a-795e56c1dcc3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 514419 ms
Total Talk Time (AGENT): 170929 ms
Total Talk Time (CUSTOMER): 236023 ms
Interruptions: 2
Overall Sentiment: AGENT=0.1, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/c5751184-1807-41d4-830a-795e56c1dcc3_20250613T20:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] I'm sorry, your name again?
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Oh OK hi [PII], how are you? this is [PII] from National Marketing Group. How are you?
[AGENT][POSITIVE] Good. How are you?
[CUSTOMER][NEUTRAL] Good thank you um I've been talking to you guys for the last week or so uh when you guys made the change to the new portal we went ahead and we reregistered our our account and um we just we had some trouble getting in originally.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And then we were able to make the changes that we needed with another team member but now I'm trying to get back in and I think the same problem occurred we originally had a um our agency um log in with um our principal's email and then we had our agent.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, so with all of our groups underneath that, um, with another email which belongs to his son and has the same name, so I think that's where the confusion came in. Is there any way that you can look up, um, right now I'm trying to get in and what, what the most difficult part for us is is the principal is, you know, how they are they're not always gonna be available at their desk when the verification code comes in.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So we wanted to make sure it was somebody's email here internally that we knew for a fact was always gonna be here because obviously we all work on the portal and we do our changes for our groups.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEGATIVE] Um, so I think that the mistake is that the, the, uh, the login that we use for the agent, um, has the principal's email on it, so that's making it very difficult for us to work.
[CUSTOMER][NEUTRAL] Is there any way that you could check that for me?
[AGENT][NEUTRAL] Yes, OK, and um.
[CUSTOMER][NEUTRAL] Tell me what you need.
[AGENT][NEUTRAL] If we OK hold on let me.
[AGENT][NEUTRAL] Let me, I'm gonna put you on hold really fast and get a couple resources pulled up so that hopefully we can walk through this.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, that sounds great.
[AGENT][POSITIVE] Yeah, OK, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, so sorry about that. So what is the group name?
[CUSTOMER][POSITIVE] OK, no, no worries.
[CUSTOMER][NEUTRAL] The actual group that I need to see?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, hold on.
[CUSTOMER][NEUTRAL] Hold on a minute uh it's called.
[AGENT][NEUTRAL] Because who you're trying to, oh, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] No, no, no, go ahead.
[AGENT][NEUTRAL] Um, so, well, I might, maybe I am asking the wrong question. You're just trying to gain access to the portal in general, correct?
[CUSTOMER][NEUTRAL] Yes, and I have and I and and the thing is we can get in. The problem is that the.
[CUSTOMER][NEUTRAL] I guess the verification email um that needs to be the one that we can all access is on the agent side not the agency side so um.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Oh, got it.
[AGENT][NEUTRAL] So we are needing to put the email address so that everybody OK I know what we need to do um give me the name of your.
[CUSTOMER][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] Even on both, like literally, yeah, so the name of the agency is National Marketing Group Services.
[AGENT][NEUTRAL] National marketing.
[AGENT][NEUTRAL] Group
[AGENT][NEUTRAL] Services, OK, and what email address is tied to the broker account?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so the burger account has Roger, the number 3.
[CUSTOMER][NEUTRAL] At my NMGs.com.
[AGENT][NEUTRAL] My uh my in.
[CUSTOMER][NEUTRAL] M yeah, MGS like so national marketing group services so it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and that is the one that you're wanting or on the agency side?
[CUSTOMER][NEUTRAL] Yes, that's the one that's yeah, yeah, the, yeah, on the agent and broker log in that email I know that we can get in, but I don't know on the back end the email that it sends the code to is not the Roger 3 it's a roger only [PII], which is the principles.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm going to have to send a ticket in on this. This isn't just something that I can fix unfortunately, um, and with it being, you know, [PII] on Friday, it most likely will a Monday thing but what I need from you, um, because I need to have like an attachment to send in to our IT group.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Um, what email address?
[CUSTOMER][NEUTRAL] Sure, sure, you want me to send you an email?
[AGENT][NEUTRAL] Yeah, what email address do you normally email?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, I'll tell you right now, um, because I sent, yeah, yeah, because I let me just look at my sent items because I sent one in last week when we this all started and we thought we had it fixed but apparently we didn't, yeah, APL dash FL dash sales.
[AGENT][NEUTRAL] Is it APL sales.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, I will just let [PII] know that this is coming through and to give it to me once it gets here so that I can if you could do me a favor and you know just send in an email, send in the group name the proper email I have it all written down but uh the proper email um and then I will see what we can do from there.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, again, the only thing that really matters at the end of the day whether it's the agency or the agent, it's just the verification email that it goes to it'd be one particular one that we need because again, you know, he's in and out of the office so he's out of the office we're we can't work basically until he gets back so yeah so I'll explain it give me your do.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEGATIVE] And that's not helpful for anyone.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, do you want me to send it directly to you or do you want me to just send it again to the APL Florida sales?
[AGENT][NEUTRAL] No, send it in, yeah, send it into the [PII], and I'll tell [PII] to send it on to me once it, once, um, send it, and then I will take care of it from that point and I will most likely reach out to you, um, Monday or Tuesday, probably Monday because I'll send it in today so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That sounds fine.
[CUSTOMER][POSITIVE] OK, alright, that sounds perfect thank you I appreciate all your help and I hope you have a wonderful weekend. I'll go ahead and do that right now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] You too bye.
[CUSTOMER][NEUTRAL] OK bye bye bye bye.