AccountId: 011433970860
ContactId: 787cc339-d184-4601-a1a2-c475577a366b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290100 ms
Total Talk Time (AGENT): 81183 ms
Total Talk Time (CUSTOMER): 178923 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/787cc339-d184-4601-a1a2-c475577a366b_20250417T15:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], good morning, it's [PII] with um a dilemma that just never seems to end for the last 25 hours. How you doing?
[AGENT][POSITIVE] Oh goodness. Good. How are you?
[CUSTOMER][NEGATIVE] Yeah, I just don't get it, so.
[CUSTOMER][NEGATIVE] I have this lady uh at this brokerage firm that just somehow she had access level 2 access she's trying to download the commissions for her boss and um and uh I, I first thing this morning I added a new user. I got the email and now I'm checking the um website, the OSC website, and I don't even show the new user that I added. It's just really weird so.
[AGENT][NEUTRAL] Oh goodness. Is this [PII] that we were still talking about? OK, OK, OK.
[CUSTOMER][NEUTRAL] Yeah, I'm
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, yeah, uh huh, yeah.
[AGENT][NEUTRAL] Alright, and did she try the [PII] AS?
[AGENT][NEUTRAL] Username?
[CUSTOMER][NEGATIVE] She did, but I don't even see her. I don't even see a user with [PII] AS anymore on here.
[AGENT][NEUTRAL] So it
[CUSTOMER][NEGATIVE] I don't even see the new name I just gave her either.
[AGENT][NEUTRAL] OK, um, so the [PII] AS is under the risk management group Inc. um, that should give her access to all the commissions, but I can check into the, um.
[AGENT][NEUTRAL] I think it was [PII]'s account.
[CUSTOMER][NEUTRAL] Yeah, can, uh, yeah, right, exactly, yeah, is there a way that we could do a, um, a conference call with her just so run around, alright, hold on just for a second, just, um.
[AGENT][POSITIVE] Yeah, absolutely, yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hold on, let me just see. I gotta remember I got so many email addresses I can't even keep track.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're good and I, I still see [PII] one under [PII]'s account, so it's still active so you should be good.
[CUSTOMER][NEUTRAL] My
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah there's gotta be some miscommunication hold on let me just get it, um.
[AGENT][POSITIVE] Yeah, absolutely.
[CUSTOMER][NEUTRAL] Right, she is.
[CUSTOMER][NEUTRAL] Extension. OK, hold on. I don't, I'm not rich. I don't have music on hold, so hold on, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][NEUTRAL] There, [PII]?
[AGENT][NEUTRAL] Yes, yes.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Another issue with PRMG OK alright bye. The risk management group may I help you? Hey [PII], it's [PII] and my friend [PII] from APL's home office. Do you have a second?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yes, I was just responding back to your email. Go ahead. Yeah, something's up with the system because I emailed you this morning and with a new name [PII] I logged in with that one and I'm having experiencing the same issue. OK, [PII], go ahead, [PII].
[AGENT][NEUTRAL] OK, so you're logged into the [PII] AS account correct?
[CUSTOMER][NEUTRAL] No, no, I gave her another one with level 2 access.
[AGENT][NEUTRAL] OK. OK. So, oh.
[CUSTOMER][NEUTRAL] and which is [PII].
[AGENT][NEUTRAL] OK, um, [PII], it looks like you have an account um under the agency with [PII] AS um and it looked like you logged into that yesterday.
[CUSTOMER][POSITIVE] I logged in with that one as well and I, yeah I'm having I'm experiencing the same issue let me see oh I logged in now and now I'm able to view it. Oh, now you're able to view it it's good. Yeah, with a S. Alright good alright thank God for small favors.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, because I was so close to getting a margarita with salt, uh, whatever Instacarted to me or something, not one of those days already.
[AGENT][NEGATIVE] Oh no.
[CUSTOMER][NEGATIVE] Yeah, because I logged in yesterday and I was having the same issue. You can ask [PII]. I, I was emailing him my screenshot and I was having the same issue. It was blacked out and I'm not sure why actually the same thing too. I have access that I used to download all their commissions for them so they wouldn't have to bother and even I, even I had a gray out, so who who the hell knows.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] All right, [PII], do, I mean, [PII], download them now before things change, OK?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK perfect thank you guys I'm so sorry for the bother. No, it's OK. Tell tell [PII] and [PII] we're good alright thanks alright.
[AGENT][POSITIVE] That's OK, glad it works.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][POSITIVE] Alright thank you bye bye thanks [PII].
[AGENT][NEUTRAL] Uh, bye bye