AccountId: 011433970860
ContactId: 4ac032b2-9a95-437e-9505-6056d752b411
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227570 ms
Total Talk Time (AGENT): 98381 ms
Total Talk Time (CUSTOMER): 124143 ms
Interruptions: 3
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/4ac032b2-9a95-437e-9505-6056d752b411_20250416T19:44_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] calling APL, this is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey [PII], it's [PII], heck of a nice guy. How are you?
[AGENT][POSITIVE] Good. How are you, [PII]?
[CUSTOMER][MIXED] Good, don't ask me why, but I need your help on the OSC for um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For a brokers admin who for whatever reason when she goes on the OSC you know she's she handles the accounts receivable and she wants to check on the broker's commissions but.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] I gave her, um, let me just see if I'm saying this right, level 2 right memory serves me. I gave her level 2 authentication or authorization to view my commissions, but she's telling me it's blanked out on her screen. I don't know why that is when I gave her level 2 access which does have my commissions.
[AGENT][NEUTRAL] Mhm. Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let me
[AGENT][NEUTRAL] Let me go out to your.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Alright, give me just a second. I'll see here we go.
[AGENT][NEUTRAL] 9405.
[CUSTOMER][NEUTRAL] I don't want to terminate her as a user because I don't know if you terminate and you put in the same information if it'll let you go back or not.
[AGENT][NEUTRAL] So you gave her access under your broker account?
[CUSTOMER][NEUTRAL] Yeah, uh, yeah, which I know, I know it works because they haven't bothered me like in 3 months, but she goes, Hey, I haven't called you in a while, but something's not right. So her name is [PII].
[AGENT][NEUTRAL] Or is it under a particular group?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] You know I should have asked if she's actually putting the rate the proper user name.
[AGENT][NEUTRAL] Yeah, I don't because when I look under your account, when I'm looking under just your account because let's see, hold on.
[CUSTOMER][NEUTRAL] You know, let me
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] The email address on this account is.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, it's [PII].
[AGENT][NEUTRAL] Uh, yeah, [PII]. No, I mean, I've got you the username I have on here is [PII]. Is that the one that you're talking about?
[CUSTOMER][NEUTRAL] Well, do you want my user name for this account?
[CUSTOMER][NEUTRAL] No, no, that's my personal one the one is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's what I thought.
[AGENT][NEUTRAL] Yeah, give me your other username, if you know it.
[CUSTOMER][NEUTRAL] Hold on, it's gonna be [PII], and then it's the risk management [PII], but it's really [PII], so [PII] and that's what my username is.
[AGENT][NEUTRAL] You know what? OK.
[AGENT][NEUTRAL] OK, [PII] There you are. OK, so this is under [PII] at the contact.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, he's the broker, yeah, uh huh, and then [PII] is his accounts receivable person.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Well that's weird because I don't even show she has, I don't even show she has access out here. Hang on, let me just double check that cause that's weird.
[CUSTOMER][NEUTRAL] So when you go into the manage user.
[AGENT][NEUTRAL] OK, this is under 9829. Let me go under 9829. Give me just a second.
[CUSTOMER][NEUTRAL] It's gone
[AGENT][NEUTRAL] OK, here we go, founder. OK, [PII], here she is, let's see [PII].
[CUSTOMER][NEUTRAL] OK, here we
[AGENT][NEUTRAL] [PII] have one.
[AGENT][NEUTRAL] Copy get a man out user.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] That's really weird.
[CUSTOMER][NEUTRAL] Who's [PII]?
[AGENT][NEUTRAL] Looking to see what, OK, so you gave her level 2 access that shows that it's active.
[CUSTOMER][NEUTRAL] OK, so you guys
[AGENT][NEUTRAL] So she should be able to see that if she's logging in correctly.
[CUSTOMER][NEUTRAL] Yeah, let me see if she's logging in.
[AGENT][NEUTRAL] It
[CUSTOMER][POSITIVE] On her user name and not somebody else's username uh don't worry about it I'll call you back OK alright thanks alright I got it alright bye.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, let me know if she can't get in. OK, thank you, bye.