AccountId: 011433970860
ContactId: 2ac92397-fca5-4852-9caf-fe47ecbadbdf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 313950 ms
Total Talk Time (AGENT): 160177 ms
Total Talk Time (CUSTOMER): 132242 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/2ac92397-fca5-4852-9caf-fe47ecbadbdf_20250603T14:28_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII].
[CUSTOMER][NEUTRAL] Yes, hi, good morning. Uh, I'm a broker that works with you guys. My name is [PII], and I'm working on registering for the new APL system.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And it gave this phone number to call and ask questions. Can you help me with that?
[AGENT][NEUTRAL] You can try.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, I have an agency and I'm also an agent with the agency. So I log in under two different ones and I use the same email address to log in as the agency and as the broker.
[AGENT][NEUTRAL] Um, right now they, the way they have it set up because they're trying to fix that, you're gonna have to log in two different emails.
[CUSTOMER][NEUTRAL] OK, of course, that's gonna be a problem because I don't have two business emails because most people don't.
[CUSTOMER][NEUTRAL] I guess I'll just have to pick and choose which one I use.
[CUSTOMER][POSITIVE] OK. All right, thank you for your help.
[AGENT][NEUTRAL] Um, if you would like to also send that in an email.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEGATIVE] I just wish they would send this out with an explanation, like, it's very frustrating.
[CUSTOMER][NEUTRAL] Because how do you know?
[AGENT][NEUTRAL] And can you put all of that in the email so that way we can send it to that department because what we're doing is collecting all the complaints we've been getting in the last two days and compiling it to send to that department, um, so we do have an email at [PII] and that will be really appreciative if you could express the frustration or concerns you have.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, I'll be.
[CUSTOMER][NEUTRAL] Yeah, and I know it's not you, it's just.
[CUSTOMER][NEUTRAL] I mean if there's a change because I have it going.
[AGENT][POSITIVE] No, but it's good for me to, I, I have, um, if you only knew how many calls we got yesterday, and I was like, and some of my really, really brokers that I'm used to dealing with and they, and I, they were just some of their concerns were just not being able to search names and of employers and not having to emails and just so I've had a great little email.
[CUSTOMER][NEUTRAL] No, I'm sure, I mean.
[CUSTOMER][NEUTRAL] Well yeah and I mean now I'm thinking about this in terms of my clients my clients are gonna have to go through this too.
[AGENT][NEUTRAL] Sending to IT department.
[AGENT][NEUTRAL] Oh, as far as they're gonna have this one as well.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] She sent me an email.
[CUSTOMER][NEUTRAL] I mean, is that true? Do my clients have to re-register or is it just brokers?
[AGENT][NEUTRAL] Right now it's looking like it's only been affecting the partners and the agencies.
[AGENT][POSITIVE] Um, I haven't had any complaints or anybody called now fingers crossed, um, no one's said any complaints about those. The ones I've been getting so far is just the problem of the two emails and having to re-log in again and re-establishing an account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] But I think what we're gonna go back to is probably just user names.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, well, I will figure it out I guess.
[AGENT][NEUTRAL] OK, and um I have your number and I have someone that's, I'm not gonna say they're like expert, but they're supposed to know to have it more than me because they work in that department. They can call you if you rather. Maybe they give you an easier way to walk around or maybe they could do something on the back end.
[CUSTOMER][NEUTRAL] Well, like, I just.
[CUSTOMER][NEUTRAL] I mean, I'm not retarded. It's just that I, I need to know, you know, before I set this up because I have to figure out which emails I'm gonna use. So I just sent, I just started the process and uh as I'm going through it, I'm like, they're probably not gonna let me use the same email address. Now I have to decide, can I go back? Like I'm already in the process of doing this. So I already put the agency as one email and I should have put that email.
[CUSTOMER][NEUTRAL] As my other email.
[CUSTOMER][NEUTRAL] So I haven't registered it yet.
[CUSTOMER][NEUTRAL] So let me just see if it'll let me redo. See, I try to go back and it tells me to call customer service.
[AGENT][NEUTRAL] OK, let me just, just I'm on the same page. If she has an agency, but she is an agent, but she has one business email.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] How would she how would she set that up? So is her commission paid to an agency? Is your commission paid to the agency? Yes.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, tell her we're gonna have to find out cause she has, they set it up where you have to have.
[AGENT][NEUTRAL] Um, she have too different to eat.
[CUSTOMER][NEUTRAL] I, I've had two logins all along.
[AGENT][NEUTRAL] Right, um, and she always had two logins before I know, and they changed that the those.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Tell her we're gonna have to get with our IT team and find out if there's a workaround.
[AGENT][NEUTRAL] But she won't be able to set up both of them.
[AGENT][NEUTRAL] OK, so right now she said we'll have to give it to.
[CUSTOMER][NEUTRAL] Alright well I'm gonna try to set myself up as the broker first because I need to be able to do customer service for people as of right now.
[CUSTOMER][NEUTRAL] Anyway, all right, let me know.