AccountId: 011433970860
ContactId: 8842e3a5-b42c-43ce-8ae6-3666aa588b98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141860 ms
Total Talk Time (AGENT): 50287 ms
Total Talk Time (CUSTOMER): 47847 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/8842e3a5-b42c-43ce-8ae6-3666aa588b98_20250623T19:27_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm, I'm calling from, um, we're a broker, and it seems like you guys redid revamped the whole website and
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] I am trying to create an account for my boss, who's the agent, and I'm getting an error.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] Says no user was found.
[AGENT][POSITIVE] Right. I do apologize for all of that, but we could definitely help you out. Um, what was your name? I'm sorry.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Mine is [PII]
[AGENT][NEUTRAL] OK and then and.
[CUSTOMER][NEUTRAL] The company I work for is an.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Sure, uh, the company is NPC Financial and the agent is [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um, and, and can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK thank you alright and I'm just gonna put you on a brief hold and reach out to our broker resources department so they can help you out with this OK, I'll get right back with you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Alright thank you one moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring
[CUSTOMER][NEUTRAL] APL, this is [PII].
[AGENT][NEUTRAL] Hey [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][NEUTRAL] Fine.
[AGENT][POSITIVE] Glad to hear it. I've got a um broker on the line who is needing assistance with the OSC.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Are you sending it over or?
[AGENT][NEUTRAL] Uh yeah, so I've got her name is [PII] and she said she's with NPC Financial. Uh, do you need her call back or anything?
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][POSITIVE] OK alright I'll go ahead and send her over thank you.
[CUSTOMER][POSITIVE] Thanks.