AccountId: 011433970860
ContactId: 142d5d07-77cd-46e8-a8a5-186297da3cb8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167440 ms
Total Talk Time (AGENT): 57899 ms
Total Talk Time (CUSTOMER): 53538 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/142d5d07-77cd-46e8-a8a5-186297da3cb8_20250617T15:58_UTC.wav
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[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] APL this is [PII]
[CUSTOMER][NEUTRAL] Uh, who's speaking?
[AGENT][POSITIVE] OK. Hello, how can I help you?
[CUSTOMER][NEUTRAL] Uh, yeah, this is [PII] and I'm an agent. I just called a few minutes ago about having trouble logging in.
[CUSTOMER][NEUTRAL] And they told me to set up a new go and set up as a new user which I did.
[CUSTOMER][NEGATIVE] And I'm getting I'm getting an error message that says no user was found with the information that was in.
[AGENT][NEUTRAL] Um, I think
[AGENT][NEUTRAL] And you're you're trying to log in as a broker?
[CUSTOMER][NEUTRAL] Uh, yeah.
[CUSTOMER][NEUTRAL] They may be set up as more insurance group, but I don't know.
[AGENT][NEUTRAL] So are you trying to log in as an agent as yourself, or are you trying to log in as an agency?
[CUSTOMER][NEUTRAL] As an agent
[AGENT][NEUTRAL] So what's your last name?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] What email address are you using?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEGATIVE] So still uh and it's still not working.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] No
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] I put my last name, my social security number, zip code, email record, date of birth, and it comes back.
[AGENT][NEGATIVE] Try not to use all that do only what it's asking. Just only do what's with the asterisks.
[CUSTOMER][NEUTRAL] That they
[CUSTOMER][NEUTRAL] I'll just last name and email on record and birth date's all you need.
[AGENT][NEUTRAL] The last name, email, and date of birth.
[AGENT][NEUTRAL] What
[CUSTOMER][NEGATIVE] OK, well that's why it didn't work.
[AGENT][NEGATIVE] Yeah, you probably have the wrong zip code because you guys usually have a home in a business and I'm honestly don't know which one they links. I always tell people, don't even see those fields because uh for some reason can't never get it to work when someone does them all.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah, it's working now. I just, I just forwarded to the uh email page to set up a new password.
[AGENT][POSITIVE] Oh, perfect.
[CUSTOMER][NEUTRAL] So I think it may work now.
[AGENT][POSITIVE] All righty, thanks a lot. I just say.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Uh