AccountId: 011433970860
ContactId: 9bc7f9a9-e81f-465f-8fed-5b6256881f73
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 475980 ms
Total Talk Time (AGENT): 186722 ms
Total Talk Time (CUSTOMER): 201297 ms
Interruptions: 8
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/9bc7f9a9-e81f-465f-8fed-5b6256881f73_20250416T20:49_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's uh [PII] once again.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Hey [PII], um, you know I have a email address or I have a user name, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] And I thought I used to be able to download the guy's commission statements to help him out, the broker, but uh it's even grayed out for me and we're still having issues with this um I'm waiting for, I'm waiting for a new user to receive an email for her temp password, but it's taking like 20 minutes for some reason.
[AGENT][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][POSITIVE] I got you.
[AGENT][NEUTRAL] Oh, really? OK, is this on [PII]?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, let me look and see if that's just a second.
[AGENT][NEUTRAL] So she did the password reset and it hasn't came through to her.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] I didn't do the password reset. I just gave her a new user name we're we're, we're having problems.
[AGENT][NEUTRAL] Oh, you get, you reset her up. OK, got you, sorry, go ahead.
[CUSTOMER][NEUTRAL] Yeah, because, yeah, it was she had.
[CUSTOMER][NEUTRAL] [PII] and then then she had [PII] which gave her access to the commissions but that's gone and so I just, I just gave her level, you know, I just cut her last name instead of [PII] or whatever it is. I just put [PII] and gave her a new user ID number as [PII] with risk management group, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm. Mhm.
[AGENT][NEUTRAL] OK, I see the [PII]. OK, yeah, the [PII]. OK, let me go look under, you know, speakers.
[CUSTOMER][NEUTRAL] Yeah, she's waiting for a temporary password to be sent.
[AGENT][NEUTRAL] Oh, that's weird. OK, let me just look at it real quick and see why.
[CUSTOMER][NEUTRAL] Yeah, I know it's not easy.
[AGENT][NEUTRAL] It, it never is when you're trying to get stuff figured out, but we'll figure it out. Let's see.
[CUSTOMER][NEUTRAL] I was trying to figure out how I could waste, you know, 10 minutes before [PII], and I guess that answered my call.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Um, yeah, it's funny like that.
[CUSTOMER][NEUTRAL] So what are you gonna do?
[AGENT][NEUTRAL] OK, so [PII], but that one's out there, yeah, it's not popping up in here just yet. You guys just did it. Let me go back over to manage users. No, let me get a policy.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Yeah, that's the [PII] TRMG is the new one that I gave her, so let me just, uh, refresh my screen to make sure she didn't email me again.
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] She's here. Let me just make.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] Because I got the email from APL on let's see on [PII] this afternoon saying hey, welcome to APL. Here's your username, your temporary password would be sent and at that was at [PII] at [PII], which isn't too much like 8 minutes later she goes the temp password hasn't been emailed yet.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, OK, because it does say on here created 416 password changed 416 activated 416 at [PII]:36.
[CUSTOMER][NEUTRAL] Because it
[CUSTOMER][NEUTRAL] 4:15 password changes.
[AGENT][NEUTRAL] But she hasn't OK, so we have her email the email address that was put in the system is [PII]. Is that the correct email address?
[CUSTOMER][NEUTRAL] OK, that's the thing.
[CUSTOMER][NEUTRAL] You know what, um, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It's making sure it'[PII] instead of [PII] These are [PII]. I it's probably my fault. Hold on, I gotta check her email.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] And that's it, yeah, it's [PII]. Gosh darn it.
[AGENT][NEUTRAL] OK, let me, let me see if I can update it. Hang on a second.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] [PII], did I put [PII] in there?
[AGENT][NEUTRAL] Yeah, that's OK, it happens.
[AGENT][NEUTRAL] I think I'm hoping to get updated on.
[AGENT][NEUTRAL] Her profile let me do that.
[AGENT][NEUTRAL] CMG.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] good.
[AGENT][NEUTRAL] OK let me ask you, come on, let me update that.
[AGENT][NEUTRAL] Alright, what did I want to do it.
[AGENT][NEUTRAL] Try one.
[AGENT][NEUTRAL] 982
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah it just kinda popped up on me.
[AGENT][NEUTRAL] OK, so she's out there, but it doesn't show her on this other page. Let me go back over her. Here we go. There she is. Let me open up.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Yeah, because it says to [PII] and that's the one that you.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Yeah, it says note on here now. OK, let me see if I hit reset password on here if she gets something.
[AGENT][NEUTRAL] Because now I show it's updated to net. Let me just make sure it's updated on the profile like that.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Grab that.
[CUSTOMER][NEGATIVE] Yeah, she would have never received the first email anyway.
[CUSTOMER][NEUTRAL] It's weird.
[AGENT][NEUTRAL] It happens just crazy things are so crazy. Are you sure you want to send a new temporary password.
[AGENT][NEUTRAL] To this user let's see.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] I, I
[AGENT][NEUTRAL] I said I click reset password to send any pass so you should get something hopefully.
[AGENT][NEUTRAL] Do you have your, can you text her after she's getting an email for that? OK, OK.
[CUSTOMER][POSITIVE] Yeah I'll call her I got her number now.
[CUSTOMER][POSITIVE] Got our special super bat line number after this one.
[AGENT][NEUTRAL] There we go, the red phone.
[CUSTOMER][NEUTRAL] This goes right over to voicemail.
[CUSTOMER][NEUTRAL] Uh, see the other number.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] [PII], it's [PII] again.
[CUSTOMER][POSITIVE] Great, OK, cool. Alright, enjoy your day OK thanks sorry alright bye alright bye alright bye.
[AGENT][NEUTRAL] She got it.
[CUSTOMER][POSITIVE] Yeah, we're good. She received the temporary password, OK.
[AGENT][POSITIVE] OK, awesome, glad we figured it out, right? Have one for me.
[CUSTOMER][NEUTRAL] Off to [PII].
[CUSTOMER][NEGATIVE] Well, well, I'm, I'm just waiting for her to give me a call one minute before we close and, you know, uh, to say, oh, it's still grayed out. I hope not.
[AGENT][NEUTRAL] I'm.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, oh yeah, I'm glad we got it worked out. You have a good day. Talk to you later. Bye. You're welcome, bye.
[CUSTOMER][POSITIVE] OK alright thanks.
[CUSTOMER][POSITIVE] Alright you too bye thank you bye.