AccountId: 011433970860
ContactId: 28e2f41b-d783-4ac9-abba-7db5df98835f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104040 ms
Total Talk Time (AGENT): 25634 ms
Total Talk Time (CUSTOMER): 75868 ms
Interruptions: 0
Overall Sentiment: AGENT=2.7, CUSTOMER=2.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/28e2f41b-d783-4ac9-abba-7db5df98835f_20250508T19:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hello, good afternoon, [PII]. This is [PII] in customer service. I have a broker that has been recently appointed with APO trying to use the online service center, and she's having um some troubleshoot using it. Um, her name is [PII], and the callback number is the same one she's calling from, the one ending in [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Mhm thank you.
[AGENT][POSITIVE] Thank you for holding this is [PII].
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. Um, I'm a newer, um, broker partner with APL, and I'm trying to do an online registration, um, but I keep getting an error code, oh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, it might be going through at this point. Let me see.
[AGENT][NEUTRAL] Uh, you just needed to have us on the phone with you.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] It's, it's kind of circling on submitting, so let me see if it actually does it this time. Um, oh, OK, it did it.
[AGENT][NEUTRAL] Go through the same.
[AGENT][POSITIVE] Oh well good. I wish you good luck to her.
[CUSTOMER][NEUTRAL] I'm wanting to, I'm wanting to get in there and and dig around and um you know, just see what kind of information, especially like marketing type things that I can have on file and when I go and meet with accounts so.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Yeah, yeah, OK, well I'm glad that you were able to get it and if you do have any further questions just give us a call back.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] Thank you, bye.
[CUSTOMER][POSITIVE] Have a good one. Bye-bye.