AccountId: 011433970860
ContactId: 7a39f888-1a89-43d6-931e-70992fc188c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76599 ms
Total Talk Time (AGENT): 30200 ms
Total Talk Time (CUSTOMER): 44700 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/7a39f888-1a89-43d6-931e-70992fc188c6_20250415T16:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII]. I've got um Miss [PII] on the phone. She is with group 263-30. Uh, she is trying to add a new member in the online service center.
[CUSTOMER][NEUTRAL] And it's giving her errors she's actually with the agent's office and the broker's office and she did verify the agent and the address and everything. I can't see uh.
[CUSTOMER][NEUTRAL] Agent or broker information on the online service center I only see the group's information to be able to help her get through.
[AGENT][NEUTRAL] Yeah, um, group billing we don't, we don't have access to what agents and brokers do, nor, uh, we, we can't, we've never been able to set them up. Let me, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Is that gonna be um broker resources maybe?
[AGENT][NEUTRAL] Yeah, that's where I would try because they can, they would be able to assist him as, as far as adding someone if they're logging in at the broker level.
[CUSTOMER][POSITIVE] OK, alright, thank you, [PII], I appreciate it. I'm gonna go ahead and get her back and then try to get her over there. Thank you so much.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] OK, you're welcome.