AccountId: 011433970860
ContactId: 9a123315-8394-490a-b7c9-a0074b3fe779
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 369600 ms
Total Talk Time (AGENT): 83299 ms
Total Talk Time (CUSTOMER): 115230 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/9a123315-8394-490a-b7c9-a0074b3fe779_20250205T19:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. I'm calling from NCV Income Management.
[CUSTOMER][NEUTRAL] Um, I'm trying to access my our account, uh, but the user that I have is not working and I tried to reset the password because I have access to the email that the person that was working here, the email that you have, but um the only email that I received is saying that the account has been locked, so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, um, let me, so are you one of the brokers?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, we are in CBM management. We are the customer, I, I think.
[AGENT][NEUTRAL] And you said your name so the access is for OK, what's the username that you're trying to log in under?
[CUSTOMER][NEUTRAL] The username, give me one second.
[CUSTOMER][NEUTRAL] Is, uh, give me a sec.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you spell that out for me? Yeah, OK.
[CUSTOMER][NEUTRAL] [PII], yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, give me just one second.
[AGENT][NEUTRAL] Is that like capital N? What's the, is it what's what's the upper case? Just all? OK.
[CUSTOMER][NEUTRAL] No, I
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, I don't have any uppercase here.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I am not so I don't see a user name with that. What's the name of the broker office?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mm, I'm not sure. I have, I have an invoice and it said NC NCV Management Inc. is our address, I have the invoice number, I have something that said grab grab number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] Uh, what's the group number?
[CUSTOMER][NEUTRAL] OK. 15767.
[AGENT][NEUTRAL] Alright, give me just one second.
[CUSTOMER][POSITIVE] OK thank you.
[AGENT][NEUTRAL] NBC management. OK, let me go over here and see who has access.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, it is locked and now see hang on just a second.
[AGENT][NEUTRAL] Let me see if I can unlock it. Give me one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's see. Hang on just one second. I'm waiting for my system to move and you, I'm sorry, can you give me your name one more time?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], OK. And what's your title?
[CUSTOMER][NEUTRAL] Accounts payable.
[AGENT][NEUTRAL] Accounts payroll, OK, thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's unlocked now.
[AGENT][NEUTRAL] Should be
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, so, in order to access, because I don't remember the password, so.
[AGENT][NEUTRAL] We'll let you do a password reset.
[AGENT][NEUTRAL] But you reading a password.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Well, when you sign in it says to reset your password let you do your that give you it should give you.
[CUSTOMER][NEUTRAL] Right and I see here I see here a warrant to send an email.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So I guess that I should, that's what I need to do, OK, I just press that button. OK, let, let me see if I get the email.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[CUSTOMER][POSITIVE] OK, it, it looks like like I'm in. I just need to to to change the the password. Perfect, thank you so much.
[AGENT][POSITIVE] Yeah, yep, yep, OK, you're most welcome. You have a great day.
[CUSTOMER][NEUTRAL] You too, bye.
[AGENT][POSITIVE] Thanks for calling APL bye bye.