AccountId: 011433970860
ContactId: 09fd16c6-ed01-4118-ba9c-036c527d945d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152149 ms
Total Talk Time (AGENT): 61857 ms
Total Talk Time (CUSTOMER): 55107 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/09fd16c6-ed01-4118-ba9c-036c527d945d_20250603T16:21_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, my name is [PII]. I am an agent and uh trying to log on to the new web page.
[CUSTOMER][NEUTRAL] And uh
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, everything's gone.
[CUSTOMER][NEUTRAL] Uh, I used to
[AGENT][NEUTRAL] Uh, you will have to re-register.
[CUSTOMER][NEUTRAL] OK alright
[CUSTOMER][NEUTRAL] I, I am a an agent, so we get commissions, but I'm also a TPA so I pay bills.
[CUSTOMER][NEUTRAL] So how do I register?
[AGENT][NEUTRAL] Um, going to the site you would select create a new user or create a user.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And then I forgot the other give me one moment let me get on the site with you.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, says agency or agent broker?
[AGENT][NEUTRAL] Uh, yes, sir.
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Well, I wanna be able to to get the commissions, but I also wanna be able to pay a bill for a group.
[AGENT][NEUTRAL] OK, let me transfer you over to broker resources and I'll be able to assist you, OK?
[CUSTOMER][POSITIVE] OK all right thank you.
[AGENT][NEUTRAL] You're welcome. And Mr. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] One moment please.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII].
[AGENT][NEUTRAL] Hey, uh, this is [PII] with uh care team. I have an agent, uh, broker on the phone needing assistance with set up on the online service center.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, his name is [PII].
[AGENT][NEUTRAL] And he gave me a callback number if you need that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, what is it?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Awesome thank you madam.
[AGENT][POSITIVE] You have a great rest of your day. Bye.
[CUSTOMER][POSITIVE] Yeah, thank you.
[CUSTOMER][NEUTRAL] You too.