AccountId: 011433970860
ContactId: 72ca302a-60b1-4168-8907-565086c490ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 100319 ms
Total Talk Time (AGENT): 58838 ms
Total Talk Time (CUSTOMER): 53979 ms
Interruptions: 2
Overall Sentiment: AGENT=1.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/72ca302a-60b1-4168-8907-565086c490ea_20250422T19:19_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] [PII], hi, good afternoon. My name is [PII]. I'm calling, excuse me, from the broker's office to get some assistance in accessing the portal.
[AGENT][NEUTRAL] OK, you're trying to log into the portal or what were you trying to do?
[CUSTOMER][NEUTRAL] So I was able to log in. I wanted to enter a new hire employee and then it came up with an error message that looks like you're experiencing, yeah, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We're, yes.
[AGENT][NEUTRAL] Yeah, we're having a note we discovered this yesterday apparently it's been going on for a week and we just discovered it yesterday and our IT team is working on it so it won't let you add as soon as you hit add it takes you to that error page. So for them in the meantime, can you just email what whoever you need to add to the um [PII] [PII] [PII]?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] And we'll take care of it for you. We're sorry for the inconvenience.
[CUSTOMER][NEUTRAL] OK, do, do I need to, that's perfectly fine, understandable. I'm, I'm glad I called, um, do I download the application or do I just send in the employees information?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, if you have an application that's been filled out, um, you can do that. Um, we prefer the application or spreadsheet with all their information on it, um, and then just email that to our [PII].
[CUSTOMER][NEUTRAL] I think
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, let me make sure I have that email.
[CUSTOMER][POSITIVE] Uh, I think I do, yes. Awesome. Thank you so very much. I really appreciate it. All right.
[AGENT][NEUTRAL] Yeah. Was there anything else I could do for you? Is that it?
[CUSTOMER][POSITIVE] Uh, no, that, that solves the issue. Thank you.
[AGENT][POSITIVE] All right, thank you. So hopefully we'll get that resolved soon and thank you for calling. You have a great day.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, perfect. You as well bye bye now.
[AGENT][POSITIVE] Thank you. Mhm. Bye-bye.