AccountId: 011433970860
ContactId: 0d5d461b-fb32-4abb-8d78-7a032844cdbd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279420 ms
Total Talk Time (AGENT): 33428 ms
Total Talk Time (CUSTOMER): 90383 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/0d5d461b-fb32-4abb-8d78-7a032844cdbd_20250618T15:43_UTC.wav
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[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Maybe I'm here.
[CUSTOMER][NEUTRAL] I'm sorry, I can barely hear you.
[AGENT][NEUTRAL] [PII], this is [PII].
[CUSTOMER][NEUTRAL] Uh, yes, this is [PII] with Affordable Employee Benefits, and I'm trying to get our commission statements.
[CUSTOMER][NEUTRAL] And I don't know has the website changed?
[AGENT][NEUTRAL] Yes, ma'am. You have to create a new account.
[CUSTOMER][NEUTRAL] OK, so I.
[CUSTOMER][NEUTRAL] And it says agent or broker but it's asking me for my last name and my social security number, but uh we are the broker.
[AGENT][NEUTRAL] Are you logging in as a, are you logging in as an agency or broker?
[CUSTOMER][NEUTRAL] It says agent or broker. Oh, I see agency. I'm sorry, I skipped right over agency.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So I just need to go through these steps and sign everything back up and create an account.
[AGENT][POSITIVE] Yes, ma'am. Um, just only do what's the asterisk so that way it'll just be a little easier.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, let me, let me say this just a second.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No user was found. I wonder if it's got [PII]'s email.
[CUSTOMER][NEUTRAL] Instead of mine.
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Well I was just sitting here spinning.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I don't know if something's happened or what everything's gray and it's just sitting here spinning. Does it usually.
[AGENT][NEUTRAL] Um, I've heard a couple of people say they cleared out their cash and cookies and maybe that might work.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, let me try that.
[CUSTOMER][NEGATIVE] Now it's not even letting me.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] We're gonna start all over because I know it's like locking up or something.
[CUSTOMER][POSITIVE] We're just gonna get a whole new.
[CUSTOMER][NEUTRAL] Will it still be under?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The secured log in, will that still be the web page?
[AGENT][NEUTRAL] Um, yeah, like, you mean the APO website?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, I'm gonna try to go through this and see if this will get me.
[CUSTOMER][POSITIVE] Set up and everything.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Because it's having to send a verification code to somebody else because they're the one that had it registered so.
[CUSTOMER][NEUTRAL] We'll have to call them to get the verification code.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. If you have any other questions, just give us a call back. All right, thanks a lot.
[CUSTOMER][POSITIVE] If I have any problems I'll call back.
[CUSTOMER][POSITIVE] OK thank you bye bye.