AccountId: 011433970860
ContactId: 147ab395-815c-48ee-9dd3-0ed32f2720f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167919 ms
Total Talk Time (AGENT): 54341 ms
Total Talk Time (CUSTOMER): 75178 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/147ab395-815c-48ee-9dd3-0ed32f2720f0_20250506T13:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, this is [PII] calling from the broker's office.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And uh I'm calling regarding group uh archways.
[CUSTOMER][NEUTRAL] That's group number 26015.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] And uh.
[CUSTOMER][NEUTRAL] I guess I if I wanna get access to the group in the portal then the the broker or the broker needs to uh provide me with the access and I think it's uh you're showing as [PII].
[AGENT][NEUTRAL] Yeah they would he he or she would have to give you access.
[CUSTOMER][NEUTRAL] She, yeah.
[CUSTOMER][NEUTRAL] Is she registered in the portal?
[AGENT][NEUTRAL] Um.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] Alright babe, have a good day sorry my kids are leaving for school so.
[CUSTOMER][NEUTRAL] That's fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 9589.
[AGENT][NEUTRAL] Uh, she is not.
[AGENT][NEUTRAL] They don't have an OSC profile account, yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. Um.
[CUSTOMER][NEUTRAL] All right, let me, uh.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, can you send her an email?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] To to register and then I'll call her and say hey.
[CUSTOMER][NEUTRAL] You know, blah blah blah.
[AGENT][NEUTRAL] And then what's your email so I can.
[AGENT][NEUTRAL] Oh there we go. Uh, [PII]
[CUSTOMER][NEUTRAL] And copy me.
[CUSTOMER][NEUTRAL] Oh, her email or my email?
[AGENT][NEUTRAL] I have hers. I was just confirming yours, but I think I have it. [PII] RAA.com.
[CUSTOMER][NEUTRAL] No, no, no, no, no, no, no, no, that's, that's, that's, that's, that's my old, uh, no longer work there it's [PII].
[AGENT][NEUTRAL] Oh, that's not you?
[AGENT][NEUTRAL] Oh OK.
[AGENT][NEUTRAL] At Marsh.
[CUSTOMER][NEUTRAL] Do not, yeah, can you delete the other one?
[AGENT][NEUTRAL] Yeah, it's just in like my whenever it populates it's not something that's.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Oh right, right, right, right, right, OK, well, I gotta, I gotta get cracking. I got a [PII], but uh, yeah, it's [PII]. Thank you so much, OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I got you, yeah, of course, have a good day.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Bye.