AccountId: 011433970860
ContactId: fc5113ad-6686-41df-af52-237aab3f064e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 365950 ms
Total Talk Time (AGENT): 95748 ms
Total Talk Time (CUSTOMER): 137674 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/fc5113ad-6686-41df-af52-237aab3f064e_20250417T17:51_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I am calling because I'm having some issue, um, logging into my APO website account. Is that something you can help me with or is that?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] I can, I can.
[CUSTOMER][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] If I can get your first name and then your policy number?
[CUSTOMER][NEUTRAL] Give me one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII], turn that down please. Turn that down.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh my goodness, I just had it.
[CUSTOMER][NEUTRAL] So we go.
[CUSTOMER][NEUTRAL] All right, so, um,
[CUSTOMER][NEUTRAL] Let me back in just a second. So we're a broker for this agency and so we have our own specific login and it's not working. Well, I have to reset the password. It's just.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The email that it's sending it to is like an old email and so we're not getting the.
[CUSTOMER][NEUTRAL] What's it called? We're not getting the verification code to reset the password.
[AGENT][NEUTRAL] So do you need to change, do you, so do you need a PL to update the email address on our end?
[CUSTOMER][NEUTRAL] How would I fix that?
[CUSTOMER][POSITIVE] Yes, yes we do.
[AGENT][NEUTRAL] OK, um, let me get your name.
[CUSTOMER][NEUTRAL] Yeah, it's [PII], do you know that?
[AGENT][NEUTRAL] Spell your first name for me, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what's the group number?
[CUSTOMER][NEUTRAL] The what? Sorry.
[AGENT][NEUTRAL] Are you calling on the I know you said you're with the broker's office, but is it in regards to a group?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, but it should be for an agency. Let me see if I have.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] I don't have good number is the policy number. I have an old statement. Let me look.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] So I'm just trying to pull a commission statement for this agency.
[CUSTOMER][NEUTRAL] Let me pull up the whole thing to get you the group number real quick.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Because I, I'm asking because I may need to transfer you to a different area for further assistance if you're calling on behalf of the broker agency to update the email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, give me one moment, OK?
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's what's the name of the agency because they'll ask me that.
[CUSTOMER][NEUTRAL] Oh, Levy Insurance. Oh, I have the group number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 20598.
[AGENT][NEUTRAL] 20598.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what's a good phone number for you, [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And I'm sorry, what's the name of the agency?
[CUSTOMER][NEUTRAL] Levy insurance.
[AGENT][NEUTRAL] OK. And who was the agent of record?
[CUSTOMER][NEUTRAL] Um, I believe it's [PII].
[CUSTOMER][NEUTRAL] She's the one who set up the account.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Unless you're talking about [PII], but.
[AGENT][NEUTRAL] Spell the first name of the agent. I see the last name [PII] I Spell the first name?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] OK, yes, I see that. OK, that's the agent of record. OK, very good. Alright, so then what I am going to need, what I need to do, um.
[CUSTOMER][NEUTRAL] Or [PII] oh, OK, sorry, is it, yeah.
[AGENT][NEUTRAL] Just to get you transferred over to another area to get the broker email address updated.
[CUSTOMER][POSITIVE] OK, great, thank you.
[AGENT][NEUTRAL] OK. Give me one moment.
[CUSTOMER][POSITIVE] OK, OK, thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hey [PII], this is [PII]. How are you?
[CUSTOMER][NEUTRAL] I'm well, [PII]. How are you?
[AGENT][NEUTRAL] Good, I have [PII] on the phone. She's calling on behalf of the broker's office, um, I believe it's Levy Insurance Agency, and I have a group number for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 20598.
[AGENT][NEUTRAL] She's trying to access uh their account online and she said that she needs to update their email address.
[CUSTOMER][NEUTRAL] Um, OK.
[CUSTOMER][NEUTRAL] Um, I wonder why she just didn't email us to ask that.
[CUSTOMER][NEUTRAL] OK, yeah, you can send it to me. I'll probably just have her email it though.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, alrighty here she comes. Thank you.
[CUSTOMER][POSITIVE] Thank you. Yeah. Have a good day.
[AGENT][NEUTRAL] You too.