AccountId: 011433970860
ContactId: 8af6218b-3d3f-4aa4-80b8-f53d504020da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269399 ms
Total Talk Time (AGENT): 144040 ms
Total Talk Time (CUSTOMER): 131525 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/8af6218b-3d3f-4aa4-80b8-f53d504020da_20250611T17:48_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Hey [PII], it's uh [PII] with a little pregnant pause there because I'm getting just like you slammed. Um, how are you doing otherwise?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Good, good, good. How are you?
[CUSTOMER][POSITIVE] Yeah, yeah. I'm doing fantastic.
[AGENT][POSITIVE] Good, good.
[CUSTOMER][NEUTRAL] Hey, um, I have a PRD from my agency that's asking me to, and she's using the word, could you help us push the portal registration along and I have no idea what the hell she means. It's a PRD, it's PRD 80048. It's called Quad Realty.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, right, Quad Realty Investments. I thought that June was like a world when I got like 6 groups, uh, small groups from this broker all renewing at the same time, so they're getting kind of convoluted, but is this not processed already?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, let me look, let me look.
[AGENT][NEUTRAL] Yeah, it was released on [PII]. It's all active, as a 7-1-2026, so yes, it's been completed. It's not in a renewal hold or anything.
[AGENT][NEUTRAL] Are they trying to access information online like see their billing or something?
[AGENT][NEGATIVE] I know there's, we are seeing some issues with that.
[CUSTOMER][POSITIVE] I don't know, prob probably so we're having, yeah, I definitely, I know, I know it for another 3 weeks just to let you know because I know sometimes you guys even know what's going on, but I'm hearing it's gonna resolve itself in 3 weeks, um, and I'll be joining everybody and whatever in between [PII] and [PII] is for drinks.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I know.
[AGENT][POSITIVE] Right, I know. Pass them our way, we need them too.
[CUSTOMER][NEUTRAL] Right, yeah, yeah, yeah, yeah, yeah, right, exactly, um.
[AGENT][NEUTRAL] Um, let me just see, let me see if they are billing is out here in our system. Give me just a second because.
[CUSTOMER][NEUTRAL] Yeah, there's nothing showing up on, there's nothing showing up on the OSC. There's no employees or anything, which is really weird because everything was processed before this new OSC came out.
[AGENT][NEUTRAL] That's what I figured.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so they're not seeing anything when they log in on the portal is what it sounds like she's trying to, OK, OK, and OK, let's see, I see [PII] as the group contact. OK, let me just, let me just look at something really quick. Let me make sure. Hang on just a second. OK, so we do have.
[CUSTOMER][POSITIVE] Correct, yeah.
[CUSTOMER][NEUTRAL] You know what, it says renewal, it says renewal 712026. Why is that?
[AGENT][NEUTRAL] OK, 1234.
[AGENT][NEUTRAL] Yeah, is that not right?
[CUSTOMER][NEUTRAL] I can't remember anymore. It's everything is boy.
[AGENT][NEUTRAL] Let me just look and see.
[CUSTOMER][NEUTRAL] Wow, what is she asking me?
[AGENT][NEUTRAL] Yeah, because I show it goes into effect 71 so if there's any ads and stuff, there should be, but we should still have this since it was just released on [PII] I should be adding if there's anybody that need to be added or deleted.
[AGENT][NEUTRAL] Um, hold on, I just finally got my billing thing to come out. Let me just see what's out here.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] number here we go.
[AGENT][NEUTRAL] Oh, OK, there's a billing invoice [PII], so there's there's an invoice that populated. Let me.
[AGENT][NEUTRAL] Look and see how many people are on here.
[AGENT][NEUTRAL] Give me 123456789 1011 1213 people approximately that sound right? OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, sounds right. Yeah, I was, I know it's more than 11. Yeah.
[AGENT][NEUTRAL] OK, so yeah, there is a bill out here. It's just not, I guess it's not on the OSC. Do you want me to send you a copy of the bill, or OK.
[CUSTOMER][POSITIVE] Yeah, if you could that would be grand. Any anything sir.
[AGENT][NEUTRAL] I'll email that to you and then um I'll let pass along that they can't see their people and they can't see the uh the billing or anything on once they're logged in because have they activated they yeah never mind I just looked at that.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah, that's another, yeah, yeah, I got, I got 4 people at the same company that all on access and it's just been another one of those, you know.
[AGENT][NEUTRAL] I answered my question.
[AGENT][NEUTRAL] OK, yeah, I see you've got access. So do you want me, right, do you want me to send it to [PII] [PII], [PII] or the other email address?
[CUSTOMER][NEUTRAL] Start to drinking, yeah.
[CUSTOMER][NEUTRAL] No, I don't even know, no, that's not a, that, that's my username and uh just do a [PII], yeah, yeah, that, yeah, that's uh [PII] [PII].
[AGENT][NEUTRAL] Oh, that's your username, got you.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, OK, got you, yeah, the other one. OK, OK, I'll send that over to you. You're most welcome. Bye.
[CUSTOMER][POSITIVE] OK. All right, thanks. OK. All right, bye. All right, bye. Thanks. Bye.
[AGENT][NEUTRAL] Mhm. Bye.