AccountId: 011433970860
ContactId: fe6137d9-455c-4f7b-8812-9e342f762a67
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 414459 ms
Total Talk Time (AGENT): 121882 ms
Total Talk Time (CUSTOMER): 184846 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/fe6137d9-455c-4f7b-8812-9e342f762a67_20250501T12:45_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling ATL. 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 fine. How are you doing?
[CUSTOMER][POSITIVE] I'm doing pretty good. Um, I'm calling because I need some help. Um, I reached out to [PII], which is my, um, APL rep and um.
[CUSTOMER][NEUTRAL] And for I and I reached out to him because I'm needing assistance accessing uh the portal where I can download commission statements because the portal um that I have access to provides me with um like the book of business and helps.
[CUSTOMER][NEUTRAL] We administer the employees for our groups, but um the the section for the commissions is grayed out so he he sent me like a brochure that gives instructions on how to obtain access to the portal to.
[CUSTOMER][NEGATIVE] Be able to view an access commission statements, but when I fill out, uh, when I follow the steps and I submit like the, the information to create the account, it tells me no user was found with the information that was entered. Please try again if this error persists, please contact broker services, which is how I got you.
[CUSTOMER][NEUTRAL] And I use like all the different email addresses that we have and none of them are working so uh I don't know if you could help me.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, I can help you. Um, OK, and are you the writing agent?
[CUSTOMER][NEUTRAL] I am the senior account manager. I'm like I do everything for the writing agent.
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] He like he never logs on so yeah I'm always the one that you know does and accesses everything for him.
[AGENT][NEUTRAL] OK, and what is his name or her name?
[CUSTOMER][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] OK, just a moment let me get him pulled up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and the agency is 4 Quotes LLC?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so you've got the tax ID.
[CUSTOMER][NEUTRAL] I do, um, the tax ID is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the city?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, the email we have on record is [PII].
[CUSTOMER][NEUTRAL] Oh, that's um, that's [PII]'s wife, um.
[CUSTOMER][NEUTRAL] OK, so is it uh
[CUSTOMER][NEUTRAL] Hold on because she's got several emails.
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that's the one that we need to use.
[AGENT][NEUTRAL] That's the one you need to use and the code, the verification code is gonna go to her so you might let her know you're gonna get a verification code and you're gonna need that.
[CUSTOMER][NEUTRAL] OK, alright, so now I know um I will let [PII] and [PII] know so that they could get me that quote and then that should allow me to continue moving through this process, right?
[AGENT][NEUTRAL] Yep, um, and let me check something because let me see if there's already an account.
[CUSTOMER][NEUTRAL] Oh yeah, look, it says based on the information you entered an account already exists. Call broker broker services and it asked me to call you.
[AGENT][NEUTRAL] It
[CUSTOMER][NEUTRAL] So that means she already created this account?
[AGENT][NEUTRAL] Um, it normally would, but I'm not seeing.
[AGENT][NEUTRAL] It has been set up.
[AGENT][NEUTRAL] Oh, there we go.
[AGENT][NEUTRAL] Yeah, um, let's see what we have on file.
[AGENT][NEUTRAL] In which case I would suggest, yeah it looks like [PII]'s email is what's on file um.
[AGENT][NEUTRAL] If they want to add you as a user.
[AGENT][NEUTRAL] Either [PII] can do it because it looks like she may have been the one that set this up.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She can add you as a user so you can pull the commission statements, but I would strongly suggest that they don't share the password and everything um you know, people come and go and so if you share something then they now have all of your information. So, um, I would strongly suggest you just ask [PII] if she could set you up as a user if she doesn't know how, if she can just shoot us an email.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Asking to set you up we just need your full name, email address and your phone number at work.
[CUSTOMER][NEUTRAL] OK, the chances are she might not even remember what her info is on this. Um, would she need to call you guys to have everything reset?
[CUSTOMER][NEUTRAL] Or could you, um, I guess there's like a a spot where you could if you forgot the information you could enter it it will issue like your right.
[AGENT][NEUTRAL] Mhm. Yeah, you can, you can reset, yeah, she can reset the password if she can't remember it.
[CUSTOMER][NEUTRAL] OK, alright, sounds good. I will let her know what is going on to see if um.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] She could get me access and um I'll we'll we'll call back if we need further assistance. I appreciate your help this morning.
[AGENT][POSITIVE] No problem. Is there anything else I can do for you while I have you on the phone?
[CUSTOMER][POSITIVE] No, that's all I needed. Have a great day.
[AGENT][POSITIVE] All right, thank you so much. You too. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.