AccountId: 011433970860
ContactId: 865a2e4a-2f20-49c4-ab9e-8bff9cbf9507
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214740 ms
Total Talk Time (AGENT): 69917 ms
Total Talk Time (CUSTOMER): 82797 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/865a2e4a-2f20-49c4-ab9e-8bff9cbf9507_20250610T14:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII], and I am trying to sign into my, um, agent dashboard, and it just says we're experiencing an issue retrieving your data and to call this number.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, [PII], um, can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And are you calling on behalf of a group or a broker?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Well, I was actually just trying to sign into my dashboard to kind of review it. I haven't, I haven't even looked at it yet.
[CUSTOMER][NEUTRAL] So I guess a group because I only have one group with you guys right now.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, and what is the group number?
[CUSTOMER][NEUTRAL] Um, well, let me rephrase that, so I need to be able to sign into my broker portal, but then I do have a group that's having a problem signing into their portal, so which do you want first?
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Um, go ahead and give me the group so that I can verify you and then I will send you over to broker resources because they'll be able to help you with all of that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK all right so the group is wraparound experts and.
[CUSTOMER][NEUTRAL] Their group number is 26859.
[AGENT][NEUTRAL] Give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And [PII], can I get you to verify your email for me?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Alright and give me just one moment, let me get someone from Broker resources to help you with that, OK?
[CUSTOMER][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, um,
[AGENT][NEUTRAL] What did you say your name was? I can barely hear you.
[CUSTOMER][NEUTRAL] I'm sorry [PII].
[AGENT][NEUTRAL] This is [PII] with the care team at APL. I have a broker on the line who is trying to get access to her OSC account and she has a group, um, that is also experiencing issues that she needs help with.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And her name is [PII].
[AGENT][NEUTRAL] And do you need the group number?
[CUSTOMER][NEUTRAL] Did you say Tren with a T?
[AGENT][NEUTRAL] Yeah, [PII]
[CUSTOMER][NEUTRAL] And what is the group number?
[AGENT][NEUTRAL] The group number is 26859.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I will send her over. Give me just one moment.
[CUSTOMER][POSITIVE] Thank you. OK, thank you.
[AGENT][NEUTRAL] Hi [PII], I have someone from Broker Resources on the line. She'll be able to help you, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you for holding. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. Um, [PII] at Wraparound Experts, one of my groups, um, reached out to me and she is trying to sign into their.