AccountId: 011433970860
ContactId: a7dc143b-fffc-48fb-aa89-70cf2212736c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 178199 ms
Total Talk Time (AGENT): 89761 ms
Total Talk Time (CUSTOMER): 92548 ms
Interruptions: 2
Overall Sentiment: AGENT=2.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/a7dc143b-fffc-48fb-aa89-70cf2212736c_20250602T18:46_UTC.wav
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[CUSTOMER][NEUTRAL] whacked up
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, Shall, I'm [PII] with RJ [PII] Benefits. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEGATIVE] Oh, y'all new OCS thing is not working.
[AGENT][NEUTRAL] Yeah, the.
[CUSTOMER][NEGATIVE] I can't get in, we, we cannot get into the account to save our life.
[AGENT][NEGATIVE] Right there there's a they should have sent out well there was an email sent out that there is a um known error um it seems it hasn't been completely resolved yet we're hoping by the by the end of business day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, so I, I, I know, so when you, so do we have to create a new account?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] OK, because when I tried to create it, it's telling me my email is not recognized and none of our emails are recognized.
[AGENT][NEGATIVE] Right, yeah, that's part of the error.
[CUSTOMER][NEUTRAL] It's part of the problem? OK, yeah, cause I know my commission our commissions came in. I'm like, oh, I wanna see what my commissions are, but yes, I can't do that to the end of the day, right?
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Yeah, I'm so sorry.
[CUSTOMER][POSITIVE] OK, I just wanted to make sure cause, cause my girls and the y'all like we, hey, we got stuff to do. We, we, we, we got new hires, we, we got this.
[AGENT][NEGATIVE] I, I know we aren't able to fully access anything like everything either, so we are definitely feeling the pain along with you guys.
[CUSTOMER][NEUTRAL] And they didn't test this out before launching it, or they just say, hey, let's do it now.
[AGENT][NEUTRAL] So we did, we did lots of vigorous testing and for some reason it was fine until it got actually launched and then I don't, we're not really, I mean as far I'm obviously not IT so I don't know where the glitch is coming in to play but.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, I know that I, I know I was an IT person I would have probably had, you know, like, like a select.
[CUSTOMER][NEUTRAL] Brokers in each state
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I would have probably tested it with them before, you know.
[AGENT][NEUTRAL] Yeah, I, I know that there was some broker.
[CUSTOMER][NEUTRAL] So because you know, I, I, I know, I know we had that problem with ease already.
[AGENT][NEUTRAL] Yeah, yeah, I'm, I'm not sure because they did do broker testing too, so I'm not again I'm not sure where the coming in to play.
[CUSTOMER][NEUTRAL] Yep.
[CUSTOMER][NEUTRAL] Well, when's the webinar?
[CUSTOMER][NEUTRAL] The webinars tomorrow, right?
[AGENT][NEUTRAL] The I'm sorry?
[CUSTOMER][NEUTRAL] So the webinars tomorrow for, correct?
[AGENT][POSITIVE] Yes, yes. So as far as I know, that's still set to go.
[CUSTOMER][NEUTRAL] OK, yeah, I thought so.
[CUSTOMER][NEUTRAL] Alright, good. I just want to make sure, yeah, we'll, we're trying to go, but we just, we, we're actually, I did a recruiting, uh, marketing.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, we, we're trying to recruit agents right now to get appointed with APL.
[AGENT][POSITIVE] Hm, OK, very good.
[CUSTOMER][NEUTRAL] So I sent out, I sent out over 200 emails yesterday.
[AGENT][POSITIVE] Oh my gosh, that's a lot.
[CUSTOMER][NEUTRAL] Yep. Over 200 emails. Yeah, well, we're, we're, what we're trying to do, we're trying to build a team here in [PII], a bigger team than what [PII] and I already have.
[AGENT][POSITIVE] Yeah, well, that would be awesome.
[CUSTOMER][NEUTRAL] So, so we're trying to get people from Colonial and Ale. So that's what we're trying.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Well, all right, ma'am. Well, I'll let the girls know.
[AGENT][POSITIVE] All right. Well, again, I'm so sorry about that. Thank you.
[CUSTOMER][POSITIVE] No worries. Have a great one.
[AGENT][POSITIVE] All right you too bye bye.
[CUSTOMER][NEUTRAL] Uh