AccountId: 011433970860
ContactId: 4b360d30-c50b-406c-afac-8df0509b0ec2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 71360 ms
Total Talk Time (AGENT): 21948 ms
Total Talk Time (CUSTOMER): 43230 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/4b360d30-c50b-406c-afac-8df0509b0ec2_20250604T18:53_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII].
[CUSTOMER][NEUTRAL] Hi, how are you? My name is [PII], and I'm calling with World Insurance Associates, uh, broker. Has something changed with the APL, uh, portal? I, uh, I had a client call and she was unable to access with her login information and when I'm going to check, uh.
[AGENT][NEUTRAL] She would need to create a new account.
[CUSTOMER][NEUTRAL] A new account like individual account or the appointed person for APL.
[CUSTOMER][NEUTRAL] The broker appointed person has to create a new account.
[AGENT][NEUTRAL] Um, so if you're applying for doing for an agency, you need to set up a new account, you're doing it for an agent or broker, you need to set up a new account. You're an individual you need to set up a new account.
[CUSTOMER][POSITIVE] Like this each it.
[CUSTOMER][NEUTRAL] Understood with the same information that APL already had.
[AGENT][NEUTRAL] Yes, but you're not using a username, you're using an email, and it has to be the email that's associated with that account.
[CUSTOMER][NEUTRAL] In the email.
[CUSTOMER][POSITIVE] Got it, understood. um, thank you so much. That's all I needed.
[AGENT][POSITIVE] Alrighty thanks.
[CUSTOMER][POSITIVE] Alright have a good day bye.