AccountId: 011433970860
ContactId: 8c431ede-dfe1-4b6a-a8c9-df4461db1e28
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 218839 ms
Total Talk Time (AGENT): 86650 ms
Total Talk Time (CUSTOMER): 102704 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/8c431ede-dfe1-4b6a-a8c9-df4461db1e28_20250602T17:42_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey, [PII], it's uh [PII], heck of a nice guy. How are you today?
[CUSTOMER][NEUTRAL] Are you doing OK? Yeah, always better than most. Hey, um, I'm like I'm kind of like a GA for APL, and I have like 123456, like 6 or 7 usernames, you know, because I deal with other brokers including myself, and I know that OSC is having problems so I'm just asking, should I wait a day or two or or can you uh help me like at least get some access.
[AGENT][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] Um, and you.
[AGENT][NEUTRAL] You're a group admin?
[CUSTOMER][NEUTRAL] Well, I, I guess there's very few of me around, but I guess what you would consider that, yeah, I'm I'm like a broker's broker or a general agent.
[AGENT][NEUTRAL] OK, um, I will send you to broker resources and they'll be able to help you with that OSC. Is that OK?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, yeah, yeah, is it up and running I guess everything is good now?
[AGENT][NEUTRAL] Um, it should be, uh, do you wanna go ahead, um, are you on the computer now?
[CUSTOMER][NEUTRAL] Kinda.
[CUSTOMER][NEUTRAL] OK, got you.
[CUSTOMER][NEUTRAL] Yeah, I am, but I'll, I'll talk to broker services just to make sure I start the OSC correctly. OK, thanks.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, and I will say just real quick, go ahead and um while I put you on hold, go ahead and clear your browser history and your cache um and one more time, could I get your the spelling of your name?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure, OK.
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII] and then [PII] [PII]
[AGENT][NEUTRAL] And can I get a callback number in case it gets disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Alright, one moment and let me get someone on the line, OK?
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] with the APL care team.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I have a [PII] on the line.
[CUSTOMER][NEUTRAL] Oh, yeah, [PII], uh-huh.
[AGENT][NEUTRAL] OK, good, because he was like, I don't know what I am. I'm a broker of a broker. I'm like, all right.
[AGENT][NEUTRAL] I don't know what that means.
[CUSTOMER][NEUTRAL] He belongs on this side.
[AGENT][NEUTRAL] OK, um, he was one he was wanting to get some information about the OSC. I think he's having some issues, um, logging in, and I was told for, for any broker just to go straight to you guys, um, and I was, OK, OK, um, and do you want his callback number? You've got it. Alright, well, well, you're good to go. Why am I even here?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][POSITIVE] Mhm, absolutely, yeah, I'll take it. Mhm. I've got his callback number and everything.
[CUSTOMER][POSITIVE] I've got it, I just got off the, I just got off the phone with him. Yeah, you're good, you're good. All right.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, give me just one moment and I'll transfer you. What's your name and I'll introduce you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, one moment.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[AGENT][POSITIVE] Hi [PII], I have [PII] on the line and broker resources, and she'll be able to help you with that.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK. All right, thanks so much.
[AGENT][POSITIVE] Great. Thank you for calling APL.
[CUSTOMER][POSITIVE] Hey [PII], are you trying to get registered uh sorry. I know it yeah we're we're gonna be best buds I guess. Thanks. It's all good.
[CUSTOMER][NEUTRAL] Well