AccountId: 011433970860
ContactId: 39df5d55-0194-4106-8055-916c78a83410
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240039 ms
Total Talk Time (AGENT): 78335 ms
Total Talk Time (CUSTOMER): 122544 ms
Interruptions: 5
Overall Sentiment: AGENT=2.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/39df5d55-0194-4106-8055-916c78a83410_20241230T16:31_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi thank you for calling ATL. My name is [PII].
[CUSTOMER][NEUTRAL] Hey, [PII], it's uh [PII] with the touch of the cold. How are you today?
[AGENT][POSITIVE] Oh my goodness. I'm so sorry you've got a cold, [PII].
[CUSTOMER][POSITIVE] That's good. Every, I got 11 people out of the house, so it's just me and my wife and my mother-in-law, so it's all good.
[AGENT][NEUTRAL] Oh, you just need some time, don't you?
[CUSTOMER][NEUTRAL] Hey, um,
[CUSTOMER][POSITIVE] I do, I do, I do. I'm so glad I'm back at work. I work less at work than I do with this family. It's crazy. Hey, Miss [PII], um, I, I, I, uh, during all this stuff I built myself even a supercomputer and, um, I'm starting with scratch on my big supercomputer, but I locked myself out of, out of one of my many OC uh OSC, uh, things I need to get back in if you can help me with that.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] What you got?
[AGENT][NEUTRAL] I can help you with that, [PII]. Do you have the group number?
[CUSTOMER][POSITIVE] I can help you with that.
[CUSTOMER][NEUTRAL] Uh yeah, hold on.
[AGENT][NEUTRAL] Oh, let's see, wait a minute. No, you need, we need your um.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, just the username.
[CUSTOMER][NEUTRAL] Yeah, it's OK. It's uh I have like so many, but it's [PII] and then [PII] all together.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEGATIVE] Unless I'm really losing it.
[CUSTOMER][NEUTRAL] But um I mean I have like 6 of them from all the different brokers that I use but I only use 2 passwords and I locked myself out on this one.
[AGENT][POSITIVE] OK, let me just hang on just a second, we'll get you taken care of.
[CUSTOMER][NEUTRAL] Yeah, because, uh.
[CUSTOMER][NEGATIVE] Um, I'm asking you to reset the password, and I've already asked it 3 times and it still hasn't done anything in like 10 minutes' time, which is kind of weird.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Tell you what I may need to do, let's see, I'm I'm still working on it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, it's all good it's not that bad today, honestly.
[AGENT][POSITIVE] What I'm gonna need to do is to actually transfer you to the uh broker resources department yeah but it was so good to talk to you and.
[CUSTOMER][NEUTRAL] To actually change
[CUSTOMER][NEUTRAL] Broker site, OK, sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, likewise, [PII]. Have a good one. Thank you, thank you ma'am.
[AGENT][POSITIVE] Happy [PII] to you too. Hope you get to feeling better, [PII]. One moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII] in the care team. I
[CUSTOMER][NEUTRAL] Hi, [PII]. What's going on?
[AGENT][POSITIVE] I have a heck of a nice guy, [PII] on the line.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it sounds like he's got a heck of a cold, so.
[CUSTOMER][NEGATIVE] Oh no.
[AGENT][NEUTRAL] He is locked out of his OSC portal. Can you assist him?
[CUSTOMER][POSITIVE] Yeah, send them my way.
[AGENT][POSITIVE] All right. Thank you, [PII]. Have a great day. [PII].
[CUSTOMER][POSITIVE] [PII].
[AGENT][POSITIVE] Thank you. Let me just get him on the line.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] OK, [PII], got [PII] on the line for you. She's gonna take care of you. Hope you get to feeling better.
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][POSITIVE] Thank you, thank you.
[AGENT][POSITIVE] Thank you bye bye.
[CUSTOMER][POSITIVE] Hey [PII], I hear you're locked out. [PII], hope you had a good Christmas. I did.