AccountId: 011433970860
ContactId: 880a9d05-2d31-4886-b603-6befcfc9b85a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275799 ms
Total Talk Time (AGENT): 76260 ms
Total Talk Time (CUSTOMER): 145567 ms
Interruptions: 6
Overall Sentiment: AGENT=0.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/880a9d05-2d31-4886-b603-6befcfc9b85a_20241230T16:07_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], hey, it's [PII] with a little touch of a cold. How are you? Hey.
[AGENT][NEUTRAL] Hey, I hear that. You doing OK?
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, it's it's kind of hard to kill with somebody who's like [PII] and [PII].
[CUSTOMER][NEUTRAL] I'm hoping.
[AGENT][NEUTRAL] I hope you feel better.
[CUSTOMER][NEUTRAL] Hey, um,
[CUSTOMER][POSITIVE] Oh yeah, it's just it's, it was the perfect time. Everybody left except for a few people, so we're good. Hey, um, I locked myself out, uh, during the holidays actually this weekend. I added, uh, 2 terabytes to my hard drive because I'm just running out of space on all three drives, which is really a good thing because that's how busy I am, but I lock myself out of my, uh, one of my broker portals.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Nice.
[CUSTOMER][NEUTRAL] So it's uh can you help me or do I need to talk to somebody in IT?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it um is it your online service center like the OSC? OK.
[CUSTOMER][NEUTRAL] Yeah, yeah, uh huh, yeah.
[AGENT][NEUTRAL] Let me, give me just a second.
[CUSTOMER][NEUTRAL] So uh this one's gonna be just [PII].
[CUSTOMER][NEUTRAL] No spaces or anything?
[AGENT][NEUTRAL] OK, let me get your.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] What what did you say your username was?
[CUSTOMER][NEUTRAL] [PII] and my last name [PII], no spaces or dashes or anything, just together.
[AGENT][NEUTRAL] Is it a um
[AGENT][NEUTRAL] OK, so you're, is it for a specific group? Let me ask that.
[CUSTOMER][NEUTRAL] Uh, yeah, it's uh for a specific group which it's called um.
[CUSTOMER][NEUTRAL] Portable medical.
[AGENT][NEUTRAL] Portable medical.
[CUSTOMER][NEUTRAL] Yeah let me just see if I have a.
[CUSTOMER][NEUTRAL] PRD I can get you.
[AGENT][NEUTRAL] 24519 maybe.
[CUSTOMER][NEUTRAL] Uh, yeah, that's a 24519, yeah, just I, I had to put everything in this different hard drive, so got to learn my new, you know.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Whatever.
[AGENT][NEUTRAL] 2
[AGENT][NEUTRAL] Sorry, there's like several things I have to look at. I was looking at your agent one which that doesn't show the username. Let's see.
[CUSTOMER][NEUTRAL] to
[CUSTOMER][NEUTRAL] Or I watch that show that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Looked at that group that doesn't show your username.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Well, that's OK. It says wait 30 minutes. So what I'll do is I'll just wait the 30 minutes. I have it on my laptop. The password came on my laptop basically I only use two lap uh two passwords anyway just fluctuate when they expire, um, so I'll just wait the 30 minutes, but I do have a question with this portable medical, um, you know, things kind of got like a little hairy towards the end and she's asking me the broker for this account who's a good friend of mine.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] She's asking me
[CUSTOMER][NEUTRAL] Uh, let's see, I just wanted to confirm that this was complete. Did I send over, uh, the paperwork for portable medical supplies for [PII]?
[AGENT][NEUTRAL] For the renewal, let's see.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, it does look like they're still in holding, which means that we haven't processed the renewal. Let me.
[AGENT][NEUTRAL] Let me look.
[CUSTOMER][NEUTRAL] Yeah, I'm trying to, how to rebuild my Microsoft Outlook and everything so I don't have any, I don't have everything in there.
[AGENT][NEUTRAL] I don't see that we've received it. Um, do you want me to send you an email like with the GCS and like the med link letter so that you have it?
[CUSTOMER][NEUTRAL] You an email like with the.
[CUSTOMER][NEUTRAL] Yeah, could you? Yeah, I don't care what address you use that's cool.
[AGENT][NEUTRAL] Yeah, of course.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, yeah, so that right now.
[CUSTOMER][POSITIVE] OK alright thanks.
[CUSTOMER][POSITIVE] Alright, alright, thanks. Alright, take care. Happy [PII] Year final speak to you. Thanks, bye.
[AGENT][POSITIVE] Uh, yeah, enjoy your day. Bye. Yes, happy [PII] year. Bye.