AccountId: 011433970860
ContactId: d24db9e7-cd85-4995-8321-4773cec22689
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 341109 ms
Total Talk Time (AGENT): 149689 ms
Total Talk Time (CUSTOMER): 136662 ms
Interruptions: 6
Overall Sentiment: AGENT=0.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/d24db9e7-cd85-4995-8321-4773cec22689_20250603T18:46_UTC.wav
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[AGENT][POSITIVE] Thank you, this is [PII]. OK. All right. Hi, hello. Yes, ma'am.
[CUSTOMER][NEUTRAL] I'm sorry, who am I speaking with? Is this [PII]?
[CUSTOMER][NEUTRAL] Hey, [PII], it's [PII]. How are you today?
[AGENT][NEUTRAL] Hey Ms. [PII], I am just here.
[CUSTOMER][NEUTRAL] You are
[CUSTOMER][NEUTRAL] Yeah, girl, I know. I do, I do. So I have an agent by the name of [PII] on the line. He's with UTBA.
[CUSTOMER][NEUTRAL] And he says he, everyone else in the office has been able to set up their new broker account, but he can't he keeps getting an error.
[AGENT][NEUTRAL] All right then.
[CUSTOMER][NEUTRAL] And he gave me a callback number, which is their office number [PII].
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK, so this is weird. before you transfer me, and you're doing, you're saying [PII]
[CUSTOMER][NEUTRAL] Mhm. That's what he said. Try more.
[AGENT][NEUTRAL] And he's, and he's an agent with us because I don't even have an agent in in in my.
[CUSTOMER][NEUTRAL] He said UTBA. That's what he said.
[AGENT][NEGATIVE] OK, well, I guess I'll tell him the first problem is I don't even have him as an authorized agent. He's not even in the system, so sorry.
[CUSTOMER][NEUTRAL] Step one, that, yeah, step one.
[CUSTOMER][NEUTRAL] 00 my. OK. Well.
[AGENT][NEUTRAL] And this is, you said this is for, what was the group name again?
[CUSTOMER][NEUTRAL] Well, he said it's with UTBA yeah, yeah.
[AGENT][NEUTRAL] For you to be right.
[CUSTOMER][NEUTRAL] That's what he said.
[AGENT][NEGATIVE] He's not, he's not on. OK.
[AGENT][NEUTRAL] You can send it.
[CUSTOMER][POSITIVE] All right, girl. Well, thank you so much. Have a good afternoon.
[AGENT][POSITIVE] Thank you. All righty.
[CUSTOMER][NEUTRAL] All right, [PII], bye bye.
[AGENT][NEUTRAL] Oh yeah, yeah, I can see that.
[AGENT][NEUTRAL] [PII], this is [PII].
[CUSTOMER][NEUTRAL] Yeah this is [PII]. I was uh transferred over to you to get my account, my new website set up.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And are you an agent or you trying to sign up for an agency?
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Yes, so
[CUSTOMER][NEUTRAL] No, I'm, I'm an agent.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And it's [PII]
[CUSTOMER][NEUTRAL] Mhm. [PII] Last name is [PII].
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It it could be under [PII], but all the business all right with you guys is under [PII].
[AGENT][NEUTRAL] So it could be [PII].
[CUSTOMER][NEUTRAL] Uh, it, it could be like I said, all my correspondences are through [PII], uh, but everyone else in the agency's gotten theirs set up. I don't know if it has any, it's given me an error saying I'm not found, uh, but I don't, I don't think it would have anything to do with my dad also being an agent, but he would be under [PII].
[AGENT][NEUTRAL] I can see like my dad of course so but.
[AGENT][NEUTRAL] Probably that's the case. He's out of [PII].
[CUSTOMER][NEUTRAL] Yes, we're in [PII].
[AGENT][NEUTRAL] So I find him, I just don't see, um.
[AGENT][NEUTRAL] I have [PII] in the 3rd, and I have [PII] the 3rd.
[CUSTOMER][NEUTRAL] [PII] would be me.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so, what email address are you using to try to log in?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's what we have in the system.
[AGENT][NEUTRAL] I and then for the first name, are you using [PII]?
[CUSTOMER][NEUTRAL] Well, I'm not trying to log in yet, yeah.
[AGENT][NEUTRAL] Yeah, you, you should are you trying to just create the account, right?
[CUSTOMER][NEUTRAL] I'm not, I'm not trying to log in yet.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Right. Are you using [PII] as the first name or are you using?
[CUSTOMER][NEUTRAL] It doesn't ask me for a first name, only a last name.
[AGENT][NEUTRAL] And you're putting [PII] the 3rd.
[CUSTOMER][NEUTRAL] No, I've put [PII]
[AGENT][NEUTRAL] Can we try [PII] with I, I, I, I feel it's just out of curiosity.
[CUSTOMER][NEUTRAL] That did it.
[CUSTOMER][NEUTRAL] I've, I've never gone by that with APL.
[AGENT][NEUTRAL] Yeah, it's so weird. It's like it matches it whatever your application says for so many your applications about 3 I like it's just pulling it from there. Um, if you don't like it like that, you can send us an email to get that.
[CUSTOMER][NEUTRAL] Uh, I don't know why it was doing that.
[AGENT][NEUTRAL] But if you're fine with letting me get you in, then
[CUSTOMER][NEUTRAL] Uh, no, that's, that's not, that's not too, yeah, that's not too big a deal, yeah, um, OK, so it's asking me for my email and passwords and all of that, so I should be able to take it from here. I just needed to put in those three capital I's.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right? Something so small.
[CUSTOMER][POSITIVE] Yeah all right well I appreciate it. I will take it from here.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] All right. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.