AccountId: 011433970860
ContactId: 99cfdd45-368e-42cc-8943-da4d9f892ee3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325820 ms
Total Talk Time (AGENT): 164364 ms
Total Talk Time (CUSTOMER): 76531 ms
Interruptions: 2
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/99cfdd45-368e-42cc-8943-da4d9f892ee3_20250602T13:22_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] [PII] and the solution.
[CUSTOMER][POSITIVE] Yes, ma'am. How are you doing this morning?
[AGENT][NEUTRAL] Fine.
[CUSTOMER][NEUTRAL] I'm trying to log in to my uh site. Yeah, it looks like you've changed the site or whatever.
[AGENT][NEUTRAL] Yeah, um, we just, uh, we, we just launched it this morning and when I tell you it has been not the best. So, what I've been doing is taking down contact information. The department who's uh working on that comes in at [PII], so I've just been taking down contact information and passing it on to them so they could call. What is, what issues are you having? um.
[CUSTOMER][NEGATIVE] And I can't seem to get all.
[CUSTOMER][NEUTRAL] Well I can, I can't log in. It says welcome to online service. You go to log in I created an account, but I still can't log in.
[AGENT][NEUTRAL] So you are creating a new account and it's still not letting you?
[CUSTOMER][NEUTRAL] Yup.
[AGENT][NEGATIVE] Are you getting the verification so I'm having some people that are getting the verification code, but when they type it in, it's not working, and then I have some people that's not even getting the verification code at all. Are you, did you at least get the code? OK.
[CUSTOMER][NEUTRAL] Right, well, no, I got the verification code.
[CUSTOMER][NEUTRAL] Yeah, like I, I want to change password cause I have my password, and I, I got the code, but um.
[CUSTOMER][NEUTRAL] Yeah that's it.
[CUSTOMER][NEUTRAL] Let's see something here I'll try again.
[CUSTOMER][NEUTRAL] All the commission statements available for the uh thing, do you know?
[AGENT][NEUTRAL] They should be. I might just have to, do you have our APL website? Because if you email me I can just send you your commission statements if that's easier.
[CUSTOMER][NEUTRAL] Yeah, but yeah, hold on one second, but I still wanna um.
[AGENT][NEUTRAL] It's at [PII].
[CUSTOMER][NEUTRAL] Hold on one second.
[CUSTOMER][NEUTRAL] What is the, the commission pays on the uh what the um.
[CUSTOMER][NEUTRAL] What are the dates? Today, yeah, or tomorrow?
[AGENT][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] It should be today.
[CUSTOMER][NEUTRAL] And this thing
[CUSTOMER][NEUTRAL] Did they, I mean, I got an email that they were changing, but
[CUSTOMER][NEUTRAL] 196 out. They want, they wanted to change it about my birthday.
[AGENT][NEUTRAL] Do you have, I was gonna say, do you have
[AGENT][NEUTRAL] Um, the APL.
[AGENT][NEUTRAL] At [PII], so that way I can try to pull your commission statements.
[CUSTOMER][NEUTRAL] I can give you my social. Can you look at my that?
[AGENT][NEUTRAL] So no, unfortunately, they protect you guys' identity, so I can't see your social, but I can see. Do you know what the pin number is that you created when they set you up as a user?
[CUSTOMER][NEUTRAL] [PII]. Mhm.
[AGENT][NEUTRAL] OK, hold on, let me try to pull that up.
[AGENT][NEUTRAL] So I have you pulled up. Yeah, I think it's something bigger than, I think this issue is bigger because on my end it shows that you haven't set up a new account, but you just did, so I don't know why the system.
[AGENT][NEUTRAL] On my side said it's not set up.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] Well, I hate to say it, but let me put you on my list of mess ups.
[AGENT][NEUTRAL] Uh, and get your phone number.
[CUSTOMER][NEUTRAL] Uh my name's [PII]
[CUSTOMER][NEUTRAL] And my phone number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. I feel like I, you work with, do you work with [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I was like, I feel like I set you up as a new user, so I'm [PII]'s, um, I don't know what you wanna call it, I guess like broker [PII], so I, I talked to like [PII] and [PII] and [PII] and all these people, and I was like, hold on, I know your, your name was familiar because I helped you set your no more forms up.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, well, I know your information for sure. Um, let me figure out what's going on and then when they, well they only, they get here in about 3 minutes. So I'll run over there because you're like the 4th person that's called me this morning with the same issue, um.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Yeah, it just, it won't let me register it looks like.
[AGENT][NEUTRAL] So hopefully it's a quick fix because like I said, it's 4 of y'all calling them, you know, I'm on call number 4 and some and the other ladies are on calls too and y'all all have the same issue. So hopefully this is something that they can fix quickly, um.
[CUSTOMER][POSITIVE] Sounds good man. Let me know. Thank you.
[AGENT][POSITIVE] Thank you so much, [PII]. I'll give you a call back, OK?
[CUSTOMER][NEUTRAL] All right bye.