AccountId: 011433970860
ContactId: 7f6469dc-49d6-4535-be01-958638a3ced3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129240 ms
Total Talk Time (AGENT): 75429 ms
Total Talk Time (CUSTOMER): 57222 ms
Interruptions: 4
Overall Sentiment: AGENT=0, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/7f6469dc-49d6-4535-be01-958638a3ced3_20250603T16:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Uh, my name is [PII], and I'm trying to log on to the new site and uh.
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] So that's what she just did.
[CUSTOMER][NEUTRAL] I am, I, I need to get commissions because I'm a broker but also a TPA and I pay bills for groups so.
[AGENT][NEUTRAL] OK, she is the arm.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So they will have to, we will have to, you have to reset up each of those and the groups that you pay bills for will have to give you permission underneath their set ups.
[CUSTOMER][NEUTRAL] Whose idea was this?
[AGENT][NEGATIVE] I, I honestly couldn't.
[CUSTOMER][NEGATIVE] You see you just logged on there and everything and you're not responsible. I understand and I'm fussing at somebody who didn't got the you didn't have anything to do with it.
[AGENT][NEUTRAL] Oh no, no, it's OK it's you're not the only one we've we've, we've had lots of calls all day for the last two days, yeah.
[CUSTOMER][NEGATIVE] It's ridiculous.
[CUSTOMER][NEUTRAL] So, OK, do I register as an agent in one place and as a group in another?
[AGENT][NEUTRAL] Um, so,
[AGENT][NEUTRAL] The easiest way is if you will, yes, for yours you'll want to do the agency for the others if I can be completely honest with you, it would just be easiest if they register as an agency and then give you the log in for those.
[CUSTOMER][NEUTRAL] No, I don't want them to have to do that. That's uh.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][POSITIVE] So I can do them as each one as an agency.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But you have to have a separate email for each one.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Separate email.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So it's gonna ask me for an email is that what it's gonna do?
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] So she's seeing right now a patient that's active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, it's not gonna be easy, but I'm gonna launch into it.
[AGENT][NEUTRAL] She said like
[AGENT][POSITIVE] I'm sorry. Thank you. Bye.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right thank you ma'am.
[CUSTOMER][NEUTRAL] Mm