AccountId: 011433970860
ContactId: 0fae84e9-8995-41d8-bf72-77ba94fd2400
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169100 ms
Total Talk Time (AGENT): 32233 ms
Total Talk Time (CUSTOMER): 33008 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/0fae84e9-8995-41d8-bf72-77ba94fd2400_20250611T14:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm trying to go through the process of setting up my, uh, uh, what do you call OSC login account, and I'm getting an error message.
[AGENT][NEUTRAL] OK. And do you have your policy number?
[CUSTOMER][NEUTRAL] Uh, well, I'm the broker.
[AGENT][NEUTRAL] Oh, OK. And what was your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, let me get you over to our broker resources and they'll be able to assist you, OK?
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, can you hear me?
[CUSTOMER][NEUTRAL] HPO this is [PII].
[AGENT][NEUTRAL] Uh, [PII], this is [PII] on the care team. Can you hear me?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I, I've got a broker, [PII] on.
[CUSTOMER][NEUTRAL] Well, it's kind of, it's like it's one in, OK.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] It was just going in and out, but you said [PII]?
[AGENT][NEUTRAL] Oh yes, a broker on the line, he's having trouble in getting error messages trying to set up his account. I was gonna transfer him over.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Hello [PII], my name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm just going through the process.