AccountId: 011433970860
ContactId: f7c72810-5aeb-49b1-8e7e-cf5047cefab7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170940 ms
Total Talk Time (AGENT): 115959 ms
Total Talk Time (CUSTOMER): 54097 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/f7c72810-5aeb-49b1-8e7e-cf5047cefab7_20250602T14:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from agent [PII]'s office. Um, with the new login we need to set up, um, right now we have two logins because I need I get our commissions on our agency login and I'm able to see our business on [PII]'s personal login. So which, what should I do where I can see it all or is there a way to see it all or do I need to make two logins?
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes, unfortunately, yes, you still have to have two logins. So, um, the only difference is, um, for the broker account you'll need one of the, um, let me see, let me look up [PII]'s information for his broker account and I'll tell you what email to use.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Do I need to spell his last name?
[AGENT][POSITIVE] I think I've got, oh, I did it correct the first time, so we're good.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] You can set up his broker account using the [PII].
[AGENT][NEUTRAL] And then um that will get you into setting up his broker account and then let me look at his agency and see if it's the same.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] It is we can always use mine.
[AGENT][NEUTRAL] That's what we're probably gonna have to do because we no longer allow using the same email addresses for both broker and agency account it's just, you know, it's just a little bit more secure. So what we need to do is first change um [PII]'s email on the agency and I do need like authorization from him. I know that's gonna be a pain in the butt. uh, yeah, so it.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Oh, he's not here yet, it is.
[AGENT][NEUTRAL] I apologize for that, but we have to change it in our system before you can actually set up that agency account so that it will pull correctly so as soon as he gets in, have him send us an email to change his agency address and then you should.
[CUSTOMER][POSITIVE] Oh good email's good.
[AGENT][NEUTRAL] And then yeah just send us an email you know and that's all we need we'll change it in our system and then we'll send you an email once it's changed and you should be able to proceed with setting up that agency account.
[CUSTOMER][NEUTRAL] Great, um, what email do do I need to use? Uh is it care team or?
[AGENT][NEUTRAL] No, go ahead and send it to [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, we'll do that and that will answer that. I'm glad I called. thank you very much.
[AGENT][POSITIVE] Not a problem. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too thanks bu bye bye.
[AGENT][NEUTRAL] Bye-bye.