AccountId: 011433970860
ContactId: 849d461c-909f-4a0f-bae4-168474458c91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 163440 ms
Total Talk Time (AGENT): 61023 ms
Total Talk Time (CUSTOMER): 75014 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/849d461c-909f-4a0f-bae4-168474458c91_20250602T22:25_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Well, good afternoon. This is [PII] in [PII]. I'm a broker.
[CUSTOMER][NEUTRAL] And I'm trying to reset this account on APO's website.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEGATIVE] For the, uh, all this garbage that's going on. I don't know what's going on, but it ain't working.
[AGENT][NEUTRAL] OK, and let's see.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] I may have to transfer to our sales department, uh, give me one moment OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you say your name is, uh, [PII]?
[CUSTOMER][NEUTRAL] Uh-huh. [PII]
[AGENT][NEUTRAL] OK, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] I do [PII].
[AGENT][POSITIVE] [PII]. Awesome. Thank you so much, sir. Give me one moment, please.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[AGENT][POSITIVE] Hi [PII], it's Kiki and care team. How are you today?
[CUSTOMER][POSITIVE] Good. How are you?
[AGENT][NEUTRAL] I'm here. It's Monday.
[CUSTOMER][NEUTRAL] Are y'all getting a bunch of calls for MSC?
[AGENT][NEUTRAL] Yes, and that's one I have on.
[CUSTOMER][NEUTRAL] We are too.
[CUSTOMER][NEUTRAL] That's what I figured. That's what I figured, OK.
[AGENT][NEUTRAL] I have a
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Luckily, some people have been able to get on, so I don't care about groups or uh brokers, but I know that uh insurance have been able to help a couple.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Well, that's good. Me too. I think I've had 22. That's OK. We'll get through it. Who, who you got on the phone.
[AGENT][POSITIVE] Yay.
[AGENT][NEUTRAL] We will, uh, Mr. [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] Yeah, OK, let me pull him up real quick. Sorry, just one second.
[AGENT][POSITIVE] Oh, you're good.
[CUSTOMER][NEUTRAL] [PII] the 3rd, I found him the Forward Insurance. OK, I will take it. Yup.
[AGENT][NEUTRAL] The 3rd.
[AGENT][POSITIVE] Awesome. And do you need a callback number because I have it.
[CUSTOMER][NEUTRAL] And is it the one on the screen [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, OK, that's what I'm gonna go with we're all good. Thank you so much.
[AGENT][POSITIVE] Awesome. Thank you. Have a great one.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Bye.