AccountId: 011433970860
ContactId: 0243a4c3-069c-4edd-98f2-f60ecdb114f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 133869 ms
Total Talk Time (AGENT): 71478 ms
Total Talk Time (CUSTOMER): 32616 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/0243a4c3-069c-4edd-98f2-f60ecdb114f0_20250522T15:43_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hey [PII], I am trying to do no more forms and it keeps giving me an error.
[AGENT][NEUTRAL] OK, what's the error say?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEGATIVE] It says the password that you have supplied does not match our records. It's the first time I saw and I'm just trying to do a con contract.
[AGENT][NEUTRAL] OK, has the broker or you ever used no more forms again?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Or before?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Um, OK, you might need to call for the login portion of it. The help desk for no more forms is gonna be able to to help with this. Um, I can give you their phone number.
[AGENT][POSITIVE] If you get into no more forms and are having issues then I can definitely help with that.
[AGENT][NEUTRAL] I think the login and password is gonna be.
[AGENT][NEUTRAL] It's gonna be their help desk. Are you ready?
[CUSTOMER][NEUTRAL] Uh, I'm not going through all this. I don't need a contract with APL that bad.
[CUSTOMER][NEUTRAL] This is crazy. I don't have time for this. It's fine, thank you.
[AGENT][NEUTRAL] I mean I can see what I can do. I just the password and the the user name are gonna be.
[AGENT][NEUTRAL] The no more forms portion of it.
[CUSTOMER][NEGATIVE] OK, well I haven't even gotten to the first part and I don't have time to to keep calling people. I called you. I'm not calling somebody else.
[AGENT][POSITIVE] OK, well, I mean I, I definitely apologize and I'd like to help you. I just
[AGENT][NEUTRAL] I, I don't have any access to the password portion or the login portion of it.
[CUSTOMER][NEUTRAL] I've never logged in. This is my first time.
[AGENT][NEUTRAL] OK, so yeah, so no more forms is not APLs. It's a third party that we use.
[AGENT][NEUTRAL] So I can help with most of it. It's just the login and the password that I really don't have any control over.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Would you like the help desk for no more forms?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, all right.