AccountId: 011433970860
ContactId: f661cc63-b109-4064-92ed-297d81fa7a32
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157490 ms
Total Talk Time (AGENT): 85430 ms
Total Talk Time (CUSTOMER): 62333 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/f661cc63-b109-4064-92ed-297d81fa7a32_20250618T19:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII] or [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I'm an agent.
[AGENT][NEUTRAL] How are you? How can I?
[CUSTOMER][NEGATIVE] I had just called and there was, was talking to a lady, and I think she either hung up on me or I was cut off.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh oh, do you know who you were talking to? I can help you. I don't let me see if anybody's.
[CUSTOMER][NEUTRAL] No, I, no, I couldn't understand her name.
[AGENT][NEUTRAL] OK, OK, yeah, it looks like everybody's on the phone, so something must have dropped. How can I help you?
[CUSTOMER][NEGATIVE] Well, when I was calling about I'm having trouble with the website I.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I went in I went in yesterday to set up a new account, you know, under [PII], my email address and everything, but whenever I, whenever I got it to come up, it's, it's showing me, uh, reports for [PII], not and all of our commissions and everything comes to Moore insurance group.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me look into that and look into more insurance group. Give me just one second. Let me pull them up real quick.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEGATIVE] And I came back and put agency in there, put the tax ID number, but it won't take, it won't take it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, it's it's real tricky. OK, so Balmore Insurance, so.
[AGENT][NEUTRAL] The email on that account in our system is [PII]. What email did you use to set up your broker account?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so you'll have to have, I need to know since you've already opened your broker account with that email, we're gonna need an alternate an alternate email to add to this account and I'll have to get it changed in our system and then you should be able to get into register the OSC account or your agency account. Do you have a different email you can add to that?
[CUSTOMER][NEUTRAL] I don't personally, uh.
[CUSTOMER][NEUTRAL] Just change it to [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] [PII]. OK, let me get this updated. What's the contact number for you? Once I get this updated, I'll call you back and we'll walk through getting that set up. It shouldn't take too long.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][NEUTRAL] [PII]. OK, give me just a little bit to get this updated and I'll call you right back, OK? And my name is [PII].
[CUSTOMER][POSITIVE] OK, alright, great.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, [PII], thank you, ma'am.
[AGENT][POSITIVE] Uh, and you're most welcome. Talk to you soon. Bye bye.