AccountId: 011433970860
ContactId: fcb61d39-40ca-494f-9322-6e6b9d4ef776
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137320 ms
Total Talk Time (AGENT): 67004 ms
Total Talk Time (CUSTOMER): 64670 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/fcb61d39-40ca-494f-9322-6e6b9d4ef776_20250616T16:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from uh Sterling Secret Pritchard, one of your agents.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Um, I don't know why I'm having problems on the website this month pulling my commission statements.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEGATIVE] We got on fine last month and now all of a sudden it's not letting me on.
[AGENT][NEUTRAL] Yeah, absolutely. So we recently went, um, we updated our portal about maybe 3 weeks ago, um, so all of your, um, your login that you had previously is null and void, so you'll just have to create a new account, um, and you'll just have to create it under your email address, um, so you said you were with Sterling Secret?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Secret Prichard, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, the only problem I had is it was asking for so I guess I need to go under, I don't need to go under agent broker. I need to go under agency, correct?
[AGENT][NEUTRAL] Yes, yes, ma'am, to see.
[CUSTOMER][NEUTRAL] Because I'm not going as a particular person but as an agency, OK.
[AGENT][NEUTRAL] Yes, and so.
[CUSTOMER][NEGATIVE] I think that's where I messed it up.
[AGENT][NEUTRAL] Are you like the actual broker on the agency account?
[CUSTOMER][NEUTRAL] No, I'm accounting.
[AGENT][NEUTRAL] OK, so then you will have to have the primary broker's information and then to create the account and then he or she can add you as a user to the account.
[CUSTOMER][NEUTRAL] OK, is there any way to figure out who that is? I have 48 producers.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, and what was the agency name?
[CUSTOMER][NEUTRAL] Uh, Sterling Secret [PII]. I can pull an old statement and tell you my, my group number if you need it. Uh, oh, here we go. It's got [PII] is on there. I think that's probably who it is.
[AGENT][NEUTRAL] Really
[AGENT][NEUTRAL] Let me just double check.
[CUSTOMER][NEUTRAL] I just pulled another statement from last month and it has his name yeah.
[AGENT][NEUTRAL] Yes, yes, it will be [PII] and then he will have to create the account for agency.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so he creates it and then he can assign out people to be able to have access to it.
[AGENT][NEUTRAL] Yeah, ma'am.
[CUSTOMER][POSITIVE] OK, right, so I'll get with [PII] then. Thank you.
[AGENT][POSITIVE] Of course, have a great rest of your day.
[CUSTOMER][NEUTRAL] OK. You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.