AccountId: 011433970860
ContactId: dbc230cd-93b0-4aa8-9565-54a878526631
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 379130 ms
Total Talk Time (AGENT): 221409 ms
Total Talk Time (CUSTOMER): 169566 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/dbc230cd-93b0-4aa8-9565-54a878526631_20250604T19:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Doing alright thank you so I've got a uh broker on the line who is just needing some assistance with the OSC.
[AGENT][NEUTRAL] OK, got you. Yep, I look, we're having all kinds of issues, aren't we? Hang on a second. Let me get this, yeah, alright, who is it?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][POSITIVE] No kidding.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, we're speaking with her name is [PII]
[AGENT][NEUTRAL] Whatever.
[AGENT][NEUTRAL] OK, did she say what agency she's with or anything?
[CUSTOMER][NEUTRAL] He did not. I'm sorry.
[AGENT][POSITIVE] OK, no worries, you can send her over. I I'll take it, no problem.
[CUSTOMER][POSITIVE] OK, appreciate your help. Thank you. Bye bye.
[AGENT][POSITIVE] You're you're most welcome. Have a good day bye bye.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Hi [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, this is [PII] said you had some issues with the online service center. How can I help you?
[CUSTOMER][NEGATIVE] Yes, hi, how are you? So I was able to set up the um the new login for the agency for APL, and then I went down to to the agent broker, um, which is our principal, and when I put in his information, it keeps giving me an error. It tells me when I put his um information it says no user was found with this information and then it says to obviously call APL. So is there maybe you can help me with that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So are you
[AGENT][NEUTRAL] Sure, so are you trying to set up the broker's account for him or are you trying to add him under the agency level?
[CUSTOMER][NEUTRAL] Yeah, um, yeah, and again we, we on Friday we were able to go in and manage our groups and then when I called they told me oh there's a new process now you have to redo all of your logins do one for the agency and then do one for the broker so um.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] My question, sorry, yeah, I know it's confusing. It really is, yeah, so my question, so you got the agency level and you were able to get in with the agency level, correct? OK, which agency is that? Let me look that up real quick.
[CUSTOMER][POSITIVE] Like I said, I was able to do the, yeah.
[CUSTOMER][NEUTRAL] No, go ahead.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, it's national marketing group.
[AGENT][NEUTRAL] That one, OK.
[CUSTOMER][NEUTRAL] Do you need the SCAN number? Would that help?
[AGENT][NEUTRAL] I should be able to look at my name.
[AGENT][NEUTRAL] National marketing let me go. Let's see, I think it's this one right here. One second.
[AGENT][NEUTRAL] National Marketing with [PII], is he tied to this group, is that it? OK, so that's the agency. So is it [PII] that you're trying to set up his broker account for? OK, let me grab his broker. Let me get his broker account. The one thing you can't do is use the same email address. He'll have to have, you can't, so on this one we have [PII] on their agency. Is that the one? Yeah, is that the one that you set it up with?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] GS
[CUSTOMER][NEUTRAL] Well, I put, uh, I put Roger 3 on that one, but either either or is fine. I mean either they're they both work here.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so the reason I'm asking, so I'm asking like when you set up the, the, um, the, the agency account, did you use that email address that [PII]? Is that what you use to set up the the agency? OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] No, I used.
[CUSTOMER][NEUTRAL] I use [PII].
[AGENT][NEUTRAL] But.
[AGENT][NEUTRAL] 3 OK, so you, well, that's weird. I wonder why I let you set it up because it does not match our our screen, so we must have a problem there because that shouldn't be happening. So, OK, let me go pull up his account. Give me just a second and see what we have on his account.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Roger, oh my gosh, what was his last name? I just blanked out, sorry, what's his last name? I'm sorry. Thank you. I slipped screen and I was like, oh.
[CUSTOMER][NEUTRAL] [PII], no worries.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Don't worry, that happens to me too.
[AGENT][NEUTRAL] Flipping back and forth is crazy. How's he spelling [PII]?
[CUSTOMER][NEUTRAL] [PII] again.
[AGENT][NEUTRAL] OK, not S, OK.
[AGENT][NEUTRAL] OK, let's see, scroll through here. Roger Roger, there he is. Let's see. OK, what's his account.
[AGENT][NEUTRAL] So that account has the [PII] under his broker account. Mhm.
[CUSTOMER][NEUTRAL] And [PII].
[AGENT][NEUTRAL] So if you use that one, if you use that one on the other account you'll probably have to use the email that was on the agency account for his broker account because it it's not gonna let you use the same email address.
[CUSTOMER][NEUTRAL] OK, so the broker.
[CUSTOMER][NEUTRAL] Right, well, I, I tried that, like I have it in front of me now. Last name [PII], his social, our, you know, zip code, and then I did Roger without the 3, no?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, don't, OK.
[AGENT][NEUTRAL] Got you. Yeah, no, no, no, you're fine. Go don't fill in the boxes that don't have an asterisk. Don't fill any of if you see the red, don't, don't put anything in those in those boxes, just fill out the required ones and see what happens. You may have to do open a new browser and start over, but if you'd already tried to submit it that way.
[CUSTOMER][NEUTRAL] Oh got you OK.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Yeah, that, yeah.
[CUSTOMER][NEUTRAL] Yeah, let me try it again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So let me sign in.
[CUSTOMER][NEUTRAL] Log in.
[CUSTOMER][NEUTRAL] OK, I don't wanna do that. I wanna create the broker agent.
[CUSTOMER][NEUTRAL] OK, next and then so let me just do [PII].
[CUSTOMER][NEUTRAL] And then I'll do the other [PII].
[CUSTOMER][NEUTRAL] And his birthday [PII].
[CUSTOMER][NEUTRAL] Maybe be better if I just.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEGATIVE] No, it's giving me an error.
[AGENT][NEUTRAL] OK, right, OK, well, that's crazy because I can't believe the agency account let you set it up with the Roger 3 because that's not even an email address on that account so that's gonna be OK, let me, um, hold on a second. What's your callback number? I'm gonna have to get our IT team. I'm gonna send a screenshot and see what they think the solution is to this. OK, what's the, what's your phone number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, I'll call you back here in just a little bit. OK, sorry about that. OK. uh-huh, thank you, bye bye. Talk to you soon bye.
[CUSTOMER][POSITIVE] Alright, thank you hon. Alright, alright, no, no worries. OK, bye bye.