AccountId: 011433970860
ContactId: 0e77fc7f-2f96-4033-9cd0-a3403d229144
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196740 ms
Total Talk Time (AGENT): 59839 ms
Total Talk Time (CUSTOMER): 98908 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/0e77fc7f-2f96-4033-9cd0-a3403d229144_20250610T13:22_UTC.wav
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[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Um, yes, um, I was calling because, um, I recently made I was aware that you guys changed your logging system, and I'm trying to create or actually sign up for as a as a broker. I got all the broker's information, his social and his date of birth.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But when I put all that information, it says it's giving me an error it says no user was found with the information that was entered. Please try again. If the error persists, please contact customer service.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is, what who's the broker? Tell me his name.
[CUSTOMER][NEUTRAL] His name is [PII] and last name is [PII].
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] And trying to create his broker account um the only thing you need is his last name and his email address that's on file with us um I would suggest not putting any additional information in those fields, um.
[AGENT][NEUTRAL] And you should be able to move forward.
[CUSTOMER][NEUTRAL] OK, well,
[AGENT][NEUTRAL] And the email I have on file for [PII] is [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEGATIVE] It's still giving me, well, um, it's still giving me the error because the for example like I.
[CUSTOMER][NEUTRAL] I noticed that the social security number is doesn't have like a a like a star, so it's not a requirement, but the date of birth it is and the domestic support email address it is, and that's what I'm doing, um, let's see, domestic.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Before at MSG.
[AGENT][NEUTRAL] Yeah, take out the take out the social.
[CUSTOMER][NEUTRAL] I, I already did.
[AGENT][NEUTRAL] OK. Uh, date of birth?
[CUSTOMER][NEUTRAL] And then put zip code.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And domestic support.
[CUSTOMER][NEUTRAL] And the zip code is [PII], yes, and the zip code is, do I leave the zip code or take that out too?
[AGENT][NEUTRAL] It needs to be [PII].
[CUSTOMER][NEUTRAL] Yeah, but the zip code, it's asking me for a zip code. Do I put the zip code as well, or do I?
[AGENT][NEUTRAL] No, you do not need the zip code.
[AGENT][NEUTRAL] Leave it blank.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, continue.
[CUSTOMER][NEUTRAL] And your account set up.
[CUSTOMER][NEUTRAL] The side change, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, did that work?
[CUSTOMER][POSITIVE] OK, perfect. All right. Yes.
[AGENT][POSITIVE] Thank you, OK.
[CUSTOMER][POSITIVE] All right. Thank you. Bye-bye.
[AGENT][POSITIVE] Thanks. You have a great day. Bye-bye.