AccountId: 011433970860
ContactId: 35a20051-45d5-4c53-9cfc-0e11ca904db4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185960 ms
Total Talk Time (AGENT): 52986 ms
Total Talk Time (CUSTOMER): 106152 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/35a20051-45d5-4c53-9cfc-0e11ca904db4_20250612T14:52_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling on behalf of uh Blue Chip Consortium. So, uh, I have an online account with you and previously we have a user ID and password to, uh, to enter your.
[CUSTOMER][NEUTRAL] To enter your portal and see your cases, but now it is asking me to put an valid email address and I don't know what is the email that I need to put on here. So could you help me with it?
[AGENT][NEUTRAL] So are you the agency or the broker?
[CUSTOMER][NEUTRAL] Yes, I'm the agency.
[AGENT][NEUTRAL] And who, what is your agency's name?
[CUSTOMER][NEUTRAL] It's blue chip.
[CUSTOMER][NEUTRAL] Consortium.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] And where are you guys located?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Oh ma'am, that will be $50. OK, I will give you the computer. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Then that will be have.
[AGENT][NEUTRAL] OK, and what's the tax ID number?
[CUSTOMER][NEUTRAL] Do that one. Wait, let me do that one. Tax ID is [PII].
[AGENT][NEUTRAL] OK, and you're saying blue and then chip C as in cat, [PII] as in [PII], correct?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, what thing? Can you repeat that again?
[AGENT][NEUTRAL] One more time, I'm sorry.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, the blue chip, yes. B L U E C H I P, chip.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we, we launched a new online service portal.
[AGENT][NEUTRAL] So the agency will have to create an agency account and then add users internally and then the broker will have to also set up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Again, so we already, we already have an account before like we, we can log into that portal and see your cases, but now it is asking us for an email so we need to delegate one more time.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah, it has to be created.
[AGENT][NEGATIVE] It has to be created again and it's with email addresses not user names this time.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mm mm, OK, so it's like uh OK, understand, so the, the recent one is like discarded, so we cannot use that one. It's completely discarded now.
[AGENT][NEUTRAL] No.
[AGENT][NEGATIVE] Yeah, you cannot use the old one.
[CUSTOMER][NEUTRAL] OK, OK, so I will reach out to my.
[CUSTOMER][NEUTRAL] Um, principal, which is [PII], and I will, or you can say [PII], so any one of them can give me the access and thank you, thank you, [PII].
[AGENT][POSITIVE] Yes, of course, have a good day.
[CUSTOMER][POSITIVE] You too. Have a good one.