AccountId: 011433970860
ContactId: 0d91b778-cbc2-4159-bdd3-dafce58c0e68
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228940 ms
Total Talk Time (AGENT): 100859 ms
Total Talk Time (CUSTOMER): 84449 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/0d91b778-cbc2-4159-bdd3-dafce58c0e68_20250603T18:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Hey [PII] this is [PII]. I'm an agent uh, everyone else in our agency has gotten their new website set up it's still giving me an error.
[AGENT][NEUTRAL] Yes sir.
[AGENT][NEUTRAL] OK, so you said that you're an agent, is that correct? And you're trying to set up your profile but it's not allowing you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it's saying no user was found with the information that was entered, and I'm pretty sure it's accurate.
[AGENT][NEUTRAL] OK. All right, [PII]. Well, what I, go ahead and give me a good callback number for you, please.
[CUSTOMER][NEUTRAL] OK, uh, best would be at our office that's uh [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then which, um, what is the name of your?
[AGENT][NEUTRAL] Company.
[CUSTOMER][NEUTRAL] Uh, UTBA.
[AGENT][NEUTRAL] OK, so what I'm gonna do, [PII] is I'm gonna get you connected with someone in broker resources to see if they can assist you in setting up your profile.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, sounds great.
[AGENT][NEUTRAL] OK. All right. Well, is there anything else that I could help you with first?
[CUSTOMER][NEUTRAL] Uh, no, just this.
[AGENT][POSITIVE] Alright then, well thank you very much for calling APO and I hope you have a wonderful rest of your day.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you. So one moment please.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Thank you, this is [PII]. OK. All right. Hi, hello. Yes, ma'am.
[AGENT][NEUTRAL] I'm sorry, who am I speaking with? Is this [PII]?
[AGENT][NEUTRAL] Hey, [PII], it's [PII]. How are you today?
[CUSTOMER][NEUTRAL] Hey, Ms. [PII]. I am just here.
[AGENT][NEUTRAL] You are
[AGENT][NEUTRAL] Yeah, girl, I know. I do, I do. So I have an agent by the name of [PII] on the line. He's with UTBA.
[AGENT][NEUTRAL] And he says he, everyone else in the office has been able to set up their new broker account, but he can't, he keeps getting an error.
[CUSTOMER][NEUTRAL] All right then.
[AGENT][NEUTRAL] And he gave me a callback number, which is their office number [PII].
[CUSTOMER][NEUTRAL] OK, so this is weird. before you transfer me to sign on and you're doing, you're saying [PII]
[AGENT][NEUTRAL] Mhm, that's what he said, Try more.
[CUSTOMER][NEUTRAL] And he's, and he's with us so I don't even have an agent or and.
[AGENT][NEUTRAL] He said UTBA. That's what he said.
[CUSTOMER][NEUTRAL] OK, well, I guess I'll tell him the first problem is I don't even have him as an authorized agent. He's not even in the system, so I'm alright.
[AGENT][NEUTRAL] Step one, yeah, yeah, step one.
[AGENT][NEUTRAL] 00 my. OK. Well.
[CUSTOMER][NEUTRAL] And this is, you said this is for what was the group name again?
[AGENT][NEUTRAL] Well, he said it's with you to BA. Yeah, yeah.
[CUSTOMER][NEUTRAL] For you to be right.
[AGENT][NEUTRAL] That's what he said.
[CUSTOMER][NEUTRAL] He's not, he's my mom. OK.
[CUSTOMER][NEUTRAL] You can send it.
[AGENT][POSITIVE] All right, girl. Well, thank you so much. Have a good afternoon.
[CUSTOMER][POSITIVE] Thank you. All right.
[AGENT][NEUTRAL] All right, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Oh yeah.