AccountId: 011433970860
ContactId: f1136253-c2e7-45ea-8d51-9630e2e0a2f4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 415920 ms
Total Talk Time (AGENT): 185991 ms
Total Talk Time (CUSTOMER): 183587 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/f1136253-c2e7-45ea-8d51-9630e2e0a2f4_20250617T17:15_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm calling from Four Quotes. How are you?
[AGENT][NEUTRAL] I'm well how are you?
[CUSTOMER][POSITIVE] I'm doing pretty good. Um, I'm needing some help. Um, I have two producers, one is the owner and a spouse that both have uh producer numbers through APL. Um, I had a, I know you guys had a change in portal and I successfully.
[CUSTOMER][NEUTRAL] Uh, got an account open for one of them, but for the other one which is the owner of the agency, um, it's the, the system is not recognizing him for some reason and it asked me to call you guys for further assistance. I'm trying to help him register so he's able to download his commission statements.
[AGENT][NEUTRAL] So you've created one for the broker but now you're creating one for the agency?
[CUSTOMER][NEUTRAL] Uh, it, so there's two brokers, husband and wife, um, under the agency.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, so what
[AGENT][NEUTRAL] OK, what's the last name of one of the brokers?
[CUSTOMER][NEUTRAL] I would, I would say I, I, I, they're both the same last name [PII]. I would say it to obtain the commission statements as long it's gonna be on the agency level, right, because then that's what I would need.
[AGENT][NEUTRAL] Mhm well correct but if the brokers and the agency share the same email address it's not gonna it's not gonna work.
[AGENT][NEUTRAL] Because they have to be different email addresses when you set up the agency account and the broker's account.
[AGENT][NEUTRAL] So what's the first name?
[CUSTOMER][NEUTRAL] OK, that's fine. I mean, the, um, alright, so [PII] is the last name?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And what's one of the?
[CUSTOMER][NEUTRAL] And then the first name is uh so I already did this for [PII], the, the, the wife I'm I wanna do this for the owner of the agency which is [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] So are you what email address are you using for [PII]?
[CUSTOMER][NEUTRAL] His email address which is [PII].
[AGENT][NEUTRAL] So that's not what we have under his account we have a different um email which is why, but his commissions gets paid to 4 quotes LLC so 4 quotes would need an agency account and that's where the commissions would be able to be.
[AGENT][NEUTRAL] Hold
[CUSTOMER][NEUTRAL] For quotes needs the agency account. OK, so I, I'm trying to do that. I'm on I'm on the APL.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Portal and it says which role best describes you and I'm using agency. I'm putting the tax ID, his email address, the city and the zip code and it's saying error no user was found, but I guess it's because you said that his his email address is not the.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, so you
[AGENT][NEUTRAL] Well, no, so I just, um, so I just switched over to 4 accounts, and 4 counts LLC is with, um, the email address is [PII]'s so it's not gonna let it's not gonna work because [PII]'s email has already been created with [PII]'s OSC account.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] So for quotes LLC needs.
[CUSTOMER][NEUTRAL] OK, she sold, so she sold, he, he's the owner of the agency now she's no longer the, the owner, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is there a way to fix this?
[AGENT][NEUTRAL] Uh, the only thing that we can do is if we need an email address or excuse me, we need an email from um either for coach, [PII], [PII], or all of the above saying that we can change the accounts to whatever email address.
[AGENT][NEUTRAL] So 4 quotes and [PII] have the same email address and then [PII]'s is an.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I thought [PII] had admin because I I created it for [PII] and [PII]'s email address that I was able to create the account under is [PII].
[AGENT][NEUTRAL] On our side that's on under [PII]'s.
[AGENT][NEUTRAL] Yeah, so [PII] [PII]'s, um, under her profile [PII] is [PII]'s email and then when I switched to [PII]'s email, oops.
[AGENT][NEUTRAL] Type in the right thing.
[AGENT][NEUTRAL] The one I type in [PII]'s name?
[AGENT][NEUTRAL] His is [PII] and so whenever I go to 4 quotes, that's [PII]'s email address under 4 quotes.
[AGENT][NEUTRAL] So you can only use one email yeah you can only use one email per account that you're setting up and they cannot be the same and they have to be the exact.
[CUSTOMER][NEUTRAL] Oh boy.
[AGENT][NEUTRAL] Um, ones that we have in our system.
[CUSTOMER][NEUTRAL] OK, so in order for us to switch the email address for 4 quotes and have everything under [PII], you'll need an email from us.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, we need an mhm we need an email address or we need an email to change his email address for.
[CUSTOMER][NEUTRAL] An email from him.
[AGENT][NEUTRAL] Um, just saying that we can change it in our system.
[CUSTOMER][NEUTRAL] OK, where would that email be sent to?
[AGENT][NEUTRAL] Yeah, you can send it to [PII].
[CUSTOMER][NEUTRAL] OK, can I, can it come from me and I copy both of them?
[AGENT][NEUTRAL] Please, yeah, that'll be fine. Yeah.
[CUSTOMER][POSITIVE] On the email? OK. All right, perfect. All right.
[CUSTOMER][NEUTRAL] And how long will that take to get fixed out of curiosity?
[AGENT][NEUTRAL] Um, once it, uh, once it gets sent, as long as somebody works on it because we do it like our team does it, it won't take that long, we just have to have that email.
[CUSTOMER][POSITIVE] OK, I'll be sending it to you to um [PII] within the next few minutes um I appreciate your help.
[AGENT][NEUTRAL] Alright, sure.
[AGENT][POSITIVE] Of course, yep, let us know what we can do.
[CUSTOMER][POSITIVE] All right thanks bye OK bye.
[AGENT][NEUTRAL] Uh huh bye.
[CUSTOMER][NEUTRAL] [PII]