AccountId: 011433970860
ContactId: a01779d6-e112-45f2-ae4b-78a1171e9a8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171100 ms
Total Talk Time (AGENT): 67630 ms
Total Talk Time (CUSTOMER): 58113 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/a01779d6-e112-45f2-ae4b-78a1171e9a8d_20250127T15:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ACL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning, [PII]. Um, can you help me reset my password?
[AGENT][NEUTRAL] Um, on the OSC.
[CUSTOMER][NEUTRAL] On the APL site.
[AGENT][NEUTRAL] The online service center, um, I sure can, um, let's see, do you have your username?
[CUSTOMER][MIXED] Only problem, only pro, yeah, I was gonna say only problem is I don't remember why you're shifting.
[AGENT][NEGATIVE] Oh no.
[AGENT][NEUTRAL] Are you a broker or an insured? Tell me.
[CUSTOMER][NEUTRAL] Yeah, it's been a while.
[CUSTOMER][NEUTRAL] Yes, broker.
[AGENT][NEUTRAL] OK, broker. And who am I speaking with?
[CUSTOMER][NEUTRAL] [PII]. Last name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me look up your information.
[CUSTOMER][NEUTRAL] That's fine.
[CUSTOMER][NEUTRAL] Near there.
[CUSTOMER][NEUTRAL] Just like
[AGENT][NEUTRAL] Oh yeah, I don't see that you ever set up an account.
[CUSTOMER][NEUTRAL] I had, I had one that I set up initially, but it was like the agency one. It was for little set, and then I, I wanna say she assigned me one, but I don't remember that I ever did anything with it.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] OK, because I'm not seeing, I, I don't see that you have a broker one set up, um.
[AGENT][NEUTRAL] I can go ahead and set it up for you. Is your, uh, is your email uhm [PII]. OK, let me go ahead and set it up. I've got all of the information and it will send you an email once I set it up, it will send you an email um letting you know what your username and password is. Is that OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, and will that have all the groups that we currently have on with APL?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK, perfect. All right. I will wait for the email then.
[AGENT][POSITIVE] Yeah, yeah, give me about 5 minutes and I'll get it set up and you should see that email come through.
[CUSTOMER][POSITIVE] Wonderful thank you.
[AGENT][POSITIVE] Thank you. You have a great day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] You too, bye-bye. Mhm.