AccountId: 011433970860
ContactId: e5e32739-eaaf-4754-9c2e-48dd81ad9de2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 410500 ms
Total Talk Time (AGENT): 132100 ms
Total Talk Time (CUSTOMER): 151176 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/e5e32739-eaaf-4754-9c2e-48dd81ad9de2_20250528T14:14_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. How are you today?
[AGENT][POSITIVE] Hey, I'm good. How are you?
[CUSTOMER][NEUTRAL] I am all right, I reckon. Uh, I'm good, I guess. So I have a lady by the name of [PII] on the line.
[AGENT][POSITIVE] Good.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She's with agent [PII] with AJR Insurance Group on the line and she's calling regarding the OSC.
[AGENT][POSITIVE] Oh gosh, the new one.
[CUSTOMER][NEUTRAL] Mhm, yeah.
[AGENT][NEUTRAL] Mm, I don't even know if we're ready for it. That's so crazy. Did they send everything out already?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I believe they sent that out last week.
[AGENT][POSITIVE] I think it's supposed to go live today though. OK, I'll do my best.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Well, that's all any of us can do at this point with it.
[CUSTOMER][NEUTRAL] OK, [PII], well, and she gave me a callback number for her [PII].
[AGENT][NEUTRAL] Yeah, right.
[CUSTOMER][NEUTRAL] [PII]. And again, her name is [PII], OK?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Well, thank you so much. Have a great day.
[AGENT][NEUTRAL] Yeah, you too. Bye.
[CUSTOMER][NEUTRAL] All right, thanks, [PII]. Bye bye.
[AGENT][NEUTRAL] Hi [PII], it's [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling um because I'm trying to set up a um a log in.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, in the broker portal and I'm just having a little bit of an issue it's not liking the information that I'm providing.
[AGENT][NEUTRAL] OK, so are you on the broker part of it or the agency part of it?
[CUSTOMER][NEUTRAL] I am the instructions that they sent me.
[CUSTOMER][NEUTRAL] Uh, led me to
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] A [PII].
[AGENT][NEUTRAL] OK and so are you you're trying to log in though like you should have you should have had a choice of broker agency or group. Did you choose broker?
[CUSTOMER][NEUTRAL] I chose um
[CUSTOMER][NEUTRAL] I try well I tried both, so I did the instructions say I'm the principal of an agency, so I tried that one it didn't like it. So then I tried, I'm writing as an agent broker appointed with APL and that one didn't take it either.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it is sensitive to what we have like in our system so if you're doing it for the broker, what's the broker's last name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] And then what information are you trying to put in? I don't know.
[AGENT][NEUTRAL] OK, I actually see your email address. OK, so what are you trying to put in?
[CUSTOMER][NEUTRAL] Um, well, um, OK, so when I saw the instructions they do the principal, so when I do the principal, I do the tax ID, the city, the email on record, and the zip code.
[AGENT][NEUTRAL] OK, so what tax ID are you using?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And then email address?
[CUSTOMER][NEUTRAL] Um, well, I tried mine and his, so [PII].
[AGENT][NEUTRAL] We have your email address in here. What is it? What error is it saying like what is it giving you?
[CUSTOMER][NEUTRAL] Um, here, let me type, let me do the tax ID with mine 01410 and I'll tell you what it says.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, no user was found with the information that was entered, and then it gives me the phone number to call.
[AGENT][NEUTRAL] OK, um, so.
[AGENT][NEUTRAL] I'm OK, so this is and you're in the I'm I'm assuming that you're doing the new OSC. So, so here's the thing is I, I haven't worked much in the new OSC. It just went live today um what I can do is I can send you a teams meeting.
[AGENT][POSITIVE] Um, and we can jump on a call real quick and team so that you can share your screen with me. I can't see like what you're seeing, so it's kind of hard to help in this way. So if you don't mind, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] I can definitely send a.
[AGENT][NEUTRAL] An email to you really quick and then we can switch over if you.
[CUSTOMER][POSITIVE] Yeah perfect yeah that works, yeah.
[AGENT][NEUTRAL] OK with that. OK. I is it [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and then.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Where is an option for a meeting?
[AGENT][NEUTRAL] Go the other way.
[AGENT][NEUTRAL] OK, do you see that? That just came, possibly just came through.
[CUSTOMER][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Not yet. OK give me a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yup, there we go.
[AGENT][NEUTRAL] OK, um, let's hop over there and we'll see what we can do, OK?
[CUSTOMER][POSITIVE] Alright perfect thank you so much.
[AGENT][NEUTRAL] Of course. Bye.