AccountId: 011433970860
ContactId: 1eec2e37-c0c1-48c6-8834-fa27ddca57f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 83440 ms
Total Talk Time (AGENT): 47597 ms
Total Talk Time (CUSTOMER): 45409 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/1eec2e37-c0c1-48c6-8834-fa27ddca57f0_20250423T15:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the broker's office and [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, I think we, we've talked before, um, I am calling because I'm trying to add two new hires on to, uh, the website and it's there's been difficulties that's since Thursday and I forgot.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah we're having technical we're having technical issues we just discovered that like Monday because we've been getting calls so our IT team is troubleshooting trying to figure out why you can't delete or add any anybody on the on the website right now. So in the meantime if you have anybody that needs to be deleted or added, we're asking that you just go ahead and email that to our [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, APL [PII], OK, alright.
[AGENT][NEUTRAL] Mhm, yeah, yeah, sorry.
[CUSTOMER][NEUTRAL] Alright, I'll do that, yeah, because it's actually it started. I, I went on on Thursday and then totally forgot about and I said, oh, I didn't need to add these people and forgot the reason why. So, well anyway, I will do that.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Yeah, yeah, yeah, you're not the only one, and we finally figured it out. Yes, thank you. We're so sorry. Hopefully they'll have it fixed soon.
[CUSTOMER][POSITIVE] No, that, that's OK. I should have called the other day and I totally blew it off. I anyway, but anyway, alright, thanks. I'll go ahead and email them in. They're for a 51. We're so we're good, thanks.
[AGENT][NEUTRAL] No, that's OK. All right.
[AGENT][POSITIVE] OK, perfect. You have a great day.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.