AccountId: 011433970860
ContactId: 60a56dd8-f845-45a9-9057-9e4776020f33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140710 ms
Total Talk Time (AGENT): 27984 ms
Total Talk Time (CUSTOMER): 76896 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/60a56dd8-f845-45a9-9057-9e4776020f33_20250606T17:35_UTC.wav
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[AGENT][NEUTRAL] What
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello, [PII], this is [PII].
[CUSTOMER][POSITIVE] Hey [PII], how are you doing today?
[AGENT][NEUTRAL] Fine.
[CUSTOMER][NEUTRAL] Good good um I was calling because, um, I'm a broker and if you guys made some changes to the to your website.
[AGENT][NEUTRAL] Yes, you have to create a new account and log in using your email.
[CUSTOMER][NEUTRAL] I have to create a new account, OK.
[CUSTOMER][NEUTRAL] Uh, hang on a second. How do I do that? Because the only thing I see is sign in.
[CUSTOMER][NEUTRAL] I go to Brook online service center.
[CUSTOMER][NEUTRAL] Uh, I see it, create your, oh, I see.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Alright, so I have to create a whole new account, but I, do I need my agent ID number or or no?
[AGENT][NEUTRAL] Uh depends on the kind of.
[CUSTOMER][NEUTRAL] Just
[AGENT][POSITIVE] Exactly
[CUSTOMER][NEUTRAL] Uh hello? Can you hear me?
[AGENT][NEUTRAL] It just depends on if you're logging in as a broker or.
[CUSTOMER][NEUTRAL] It depends on if they're locking it.
[AGENT][NEUTRAL] Or if you're underneath, or you're trying to log in as an agency.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Got you, OK.
[CUSTOMER][NEUTRAL] Alright, alright, so it's it's just a whole new system then I just need to create a new account.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Got it, OK.
[CUSTOMER][POSITIVE] Alright, I'll give it a shot. Thank you. I appreciate your help.
[AGENT][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] Um. OK, so is it the same for the for the benefit administrator or is it just on a broker's side? Right.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Even employee employee employees.
[CUSTOMER][NEUTRAL] Employees are gonna have to do it as well.
[AGENT][NEUTRAL] Yeah, there were several email blasts about it.
[CUSTOMER][NEUTRAL] Got you. OK.
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Alright, I will, uh, I'll see if I can help them navigate through it.
[AGENT][POSITIVE] All right, thanks a lot.
[CUSTOMER][POSITIVE] Thank you.