AccountId: 011433970860
ContactId: 2bca7214-ef42-4b7a-9619-23281552f295
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 91250 ms
Total Talk Time (AGENT): 47949 ms
Total Talk Time (CUSTOMER): 27757 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/2bca7214-ef42-4b7a-9619-23281552f295_20250604T19:31_UTC.wav
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[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Thank you for calling APL sales. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I can't get into my account. I was just hoping you could help me.
[AGENT][NEUTRAL] Yeah absolutely are you referring to the um online portal?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK perfect um so what is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, how, how do you spell that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And are you a broker?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm an account manager.
[AGENT][NEUTRAL] Oh, OK, um, so we recently had our OSC um changed over, so the, um, so all the brokers have to reset up their um logins and then they can add their admins once they set up that the logins.
[CUSTOMER][NEUTRAL] OK, then can you please order I need copies of ID cards and if you could also request them.
[CUSTOMER][NEUTRAL] Hard copies be mailed out as well.
[AGENT][NEUTRAL] Yeah, absolutely, um, can you send us an email of the group and um just that request and we can pass that along to our care team.
[CUSTOMER][NEUTRAL] Uh, sure, what's the email?
[AGENT][NEUTRAL] Could be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK thank you I'll send an email.
[AGENT][POSITIVE] Alrighty sounds good thank you.
[CUSTOMER][POSITIVE] Thank you goodbye.