AccountId: 011433970860
ContactId: ce0f55bc-4e01-47fb-bf1b-3fc2c621a355
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 736710 ms
Total Talk Time (AGENT): 194304 ms
Total Talk Time (CUSTOMER): 307966 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/ce0f55bc-4e01-47fb-bf1b-3fc2c621a355_20250605T13:31_UTC.wav
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[AGENT][POSITIVE] Good morning and thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling because I was, I'm calling from Hotel Insurance, um, we're agent broker, and I was always able to sign into my APL account and when I went to sign in now it firstly there's a different view to it, so some changes seem to have been done and I don't have access now.
[CUSTOMER][NEGATIVE] And I try signing it says that I not recognized. I don't know why.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, so.
[AGENT][NEUTRAL] What's the agency name again?
[CUSTOMER][NEUTRAL] Hotelling, H O T A L I N G insurance.
[AGENT][NEUTRAL] OK, just a moment, let me get that pulled up.
[CUSTOMER][NEUTRAL] I actually was on there the other day. So I was like, what happened here?
[AGENT][NEUTRAL] Yeah, it would have had to be last week because we pushed this out over the weekend.
[CUSTOMER][NEUTRAL] Oh there you go.
[CUSTOMER][NEUTRAL] Yeah, I think it was last week.
[CUSTOMER][NEUTRAL] But I didn't, I don't remember seeing any notification, but you know, maybe I missed it or something.
[CUSTOMER][NEUTRAL] Because I have my username and I already had it, you know how when you do something and I saved it so that way when I logged in all I have to do is click on it and automatically would take me to the site.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I really didn't have to do much. I understand a lot of people are doing that multi-factor thing.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And, but now when I put my name in and stuff, it's like,
[CUSTOMER][NEUTRAL] The my username was in my email so it, you know, after the email and stuff I said OK, let me put my email and stuff but it's not recognizing me.
[AGENT][NEUTRAL] What was your old user name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Not even I was going into our old system to see if it would pull you up.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Or it could have been, maybe it was under
[CUSTOMER][NEUTRAL] Let me look, hold on.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Yeah, see, when I go put it in, it shows up like when I go put my email, it, it automatically shows.
[CUSTOMER][NEUTRAL] Uh, that [PII].
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, so let's try it again. Maybe I typed in something wrong.
[CUSTOMER][NEUTRAL] Let me see if I have.
[CUSTOMER][NEUTRAL] Something else hold on.
[CUSTOMER][NEUTRAL] Look at my
[CUSTOMER][NEUTRAL] OK, let's see, you know, it just shows my.
[CUSTOMER][NEUTRAL] Um, it says [PII], maybe that's another one.
[CUSTOMER][NEUTRAL] Like my first initial last name?
[AGENT][NEUTRAL] OK, let's try that then.
[CUSTOMER][NEUTRAL] It's [PII] and then do you have my last name or do you need me to spell it?
[AGENT][NEUTRAL] Can you please spell it?
[CUSTOMER][NEUTRAL] For sure. Uh [PII] and then it's [PII].
[AGENT][NEUTRAL] OK, let me see if
[CUSTOMER][NEUTRAL] You look
[AGENT][NEUTRAL] There we go.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] So I was trying to sign up with that because you know that and I have a password and everything to it.
[CUSTOMER][NEUTRAL] And it's asking for my email address. Let me see, let me see, is it asking for my email address?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Let me check.
[AGENT][NEUTRAL] Yeah, so the new one.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It's gonna use your email address.
[CUSTOMER][NEUTRAL] So what
[CUSTOMER][NEUTRAL] Yeah, what
[AGENT][NEUTRAL] And I
[CUSTOMER][NEGATIVE] So what do I need to do because didn't, it said it didn't recognize me.
[CUSTOMER][NEUTRAL] Oh, did they try
[AGENT][NEUTRAL] Well, I'm trying to find the agency. Do you know who the writing agent for your agency is?
[CUSTOMER][NEUTRAL] It probably would be [PII]. That's last name is [PII]
[AGENT][NEUTRAL] OK, let me see if that's who we have.
[CUSTOMER][NEUTRAL] If not, then it would have to be um [PII].
[CUSTOMER][NEUTRAL] And she's the owner.
[CUSTOMER][NEUTRAL] Because I, I, I already came in when all this was already so some of them, some of the, some of the written stuff like agents has been either under [PII] or [PII]. He's one of the partners.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we've actually got the agency under [PII].
[CUSTOMER][NEUTRAL] Yes, the IC hotel I'm sorry, that's, yeah, they did that to separate [PII] from [PII].
[AGENT][NEUTRAL] Ah, OK.
[CUSTOMER][NEUTRAL] And sometimes they do, sometimes they don't, so I never know which way they set it up.
[CUSTOMER][NEUTRAL] Let me try something. Let me see.
[CUSTOMER][NEUTRAL] OK, so you're saying.
[AGENT][NEUTRAL] OK, so who's FDS?
[CUSTOMER][NEUTRAL] Oh, that's fair idea.
[AGENT][NEUTRAL] OK, they're gonna be the ones, yeah, so they're gonna have to be the one to set up the initial account and then add you as a user because that's the email address we have on file.
[CUSTOMER][NEUTRAL] She's
[CUSTOMER][NEUTRAL] 00, and I don't even know if she goes into APO. I don't even know if she, let me double check, so what does she need to do?
[AGENT][NEUTRAL] So she'll go in um.
[AGENT][NEUTRAL] And create yeah it doesn't look like she's been on.
[AGENT][NEUTRAL] In a long time, [PII] was the last time.
[AGENT][NEUTRAL] She was out there.
[CUSTOMER][NEUTRAL] Yeah, I'm the one who's
[CUSTOMER][NEUTRAL] Yeah, I'm the one who goes in there all the time.
[AGENT][NEUTRAL] So what she would need to do then is go out to the online service center where you are.
[AGENT][NEUTRAL] And she'll select agency.
[AGENT][NEUTRAL] And just follow, follow the information needed for the agency.
[CUSTOMER][NEUTRAL] OK, let me
[AGENT][NEUTRAL] It will send her
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] A verification code?
[AGENT][NEUTRAL] And then she'll log in
[CUSTOMER][NEUTRAL] OK, let me just uh.
[CUSTOMER][NEUTRAL] Hold on, let me give her, let me give that instruction to her.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she's gonna have to log in APL.
[AGENT][NEUTRAL] And I'm wondering because I don't even see you you as a user under this.
[CUSTOMER][NEUTRAL] Which is weird because I would, I would just sign up.
[CUSTOMER][NEUTRAL] Should I just, I mean, I have.
[AGENT][NEUTRAL] I, I wonder if you were under um
[AGENT][NEUTRAL] Agents, let me go, let me look at something.
[CUSTOMER][NEUTRAL] Because I mean I have a user name and stuff.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, I wonder if you were under [PII].
[CUSTOMER][NEUTRAL] Maybe.
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Because I can ask her.
[CUSTOMER][NEUTRAL] And that might be it.
[AGENT][NEUTRAL] There you are, you are under [PII] [PII]'s gonna have to enroll first, um, because it's gonna ask for his social and and personal information.
[CUSTOMER][NEUTRAL] Oh, he's.
[AGENT][NEUTRAL] And then you can be added as a user.
[CUSTOMER][NEUTRAL] He's a partner.
[CUSTOMER][NEUTRAL] I don't know if he's gonna do that.
[CUSTOMER][NEUTRAL] Uh, so she can't do it.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah, and it looks like he was on.
[AGENT][NEUTRAL] Back in May
[AGENT][NEUTRAL] [PII], so I think he does go out there, um, so just ask [PII] to go ahead and re-register his online service center.
[AGENT][NEUTRAL] Using his email and the email we have on file is [PII].
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] That's her
[CUSTOMER][NEUTRAL] That's her email.
[AGENT][NEUTRAL] OK dokey.
[CUSTOMER][NEUTRAL] That's fair.
[CUSTOMER][NEUTRAL] So who do I ask because that's [PII]'s email.
[AGENT][NEUTRAL] Uh, fair can probably do it then.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, because that's her email.
[AGENT][NEUTRAL] And then from there she can give you access. What do you typically pull when you're going out there?
[CUSTOMER][NEUTRAL] I firstly I do ads and terms and I pull IDs and invoices.
[AGENT][NEUTRAL] OK. Tell her that she needs to give you level one access then.
[AGENT][NEUTRAL] Once she, once she gets [PII] set up.
[CUSTOMER][NEUTRAL] I mean it and then
[CUSTOMER][NEUTRAL] Oh, she has to set him up?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so I need to give her instructions, so she has to go into APL.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Well, really he should be doing it, but the verification code is gonna go to her.
[CUSTOMER][NEUTRAL] Oh, OK, so what does she do? She put her, her social.
[AGENT][NEUTRAL] Not hers. Everything is for [PII].
[CUSTOMER][NEUTRAL] Oh, so, oh, OK, I'll, I'm gonna give her a call then.
[CUSTOMER][NEUTRAL] So she would have to put.
[AGENT][POSITIVE] All right. If she needs some help, she can just call us and we'll help walk her through it.
[CUSTOMER][NEUTRAL] Let something cause I have, can I go in as her?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] It's gonna send everything.
[CUSTOMER][NEUTRAL] OK, because I have a
[AGENT][NEUTRAL] Yeah, it's gonna send everything to her email and do you have [PII]'s personal information?
[CUSTOMER][POSITIVE] Oh yeah, of course I do.
[CUSTOMER][POSITIVE] I have everything
[CUSTOMER][POSITIVE] So I'm gonna give her a call and tell her that um this needs to be done and needs [PII]'s [PII]'s information and stuff yeah I have socials I have everything, yeah.
[AGENT][NEUTRAL] OK, yeah, once, once his account is set up then you can be added as a user.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK, alrighty, I'll let her know then.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can do for you?
[CUSTOMER][POSITIVE] That's it. Thank you again.
[AGENT][POSITIVE] Alright thanks so much for calling APL you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] All right, bye bye.