AccountId: 011433970860
ContactId: 651d67f9-bcaa-47bf-83ba-52e78a88dbef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136679 ms
Total Talk Time (AGENT): 39788 ms
Total Talk Time (CUSTOMER): 40569 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/651d67f9-bcaa-47bf-83ba-52e78a88dbef_20250609T19:57_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with H&H Insurance Solutions.
[CUSTOMER][NEUTRAL] Oh, I'd seen something earlier where we had to re-register, uh.
[CUSTOMER][NEUTRAL] Our uh
[CUSTOMER][NEUTRAL] Account I guess whatever with the American public.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And I've been trying to create a new
[CUSTOMER][NEUTRAL] Log in here but uh it.
[CUSTOMER][NEGATIVE] It don't like anything I put in.
[AGENT][NEUTRAL] OK, are you with the group or are you with the broker?
[CUSTOMER][NEUTRAL] I'm with the broker
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said [PII], is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. And do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, if you'll hold on one moment, I'll give, uh, get you over to Broker Resources and they'll be able to assist you, OK?
[CUSTOMER][POSITIVE] Alright, thank you.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] APO this is appearing.
[AGENT][NEUTRAL] [PII], this is [PII] on the care team. I've got a broker on the line that needs assistance setting up his online account.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I've got [PII], and callback number is the one that's on the caller ID.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then you, you did say [PII], is it [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'll introduce you and then I'll release the call, OK?
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, [PII], I've got [PII] on the line. She's gonna assist you, OK?
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hello.