AccountId: 011433970860
ContactId: ac7ba62b-9992-4ac1-96a6-0d5c19559986
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 389540 ms
Total Talk Time (AGENT): 178330 ms
Total Talk Time (CUSTOMER): 211180 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/ac7ba62b-9992-4ac1-96a6-0d5c19559986_20250620T13:42_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. How are you? This is [PII].
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good, I'm good, um, I have an agent on the line, um, but she's trying to get into the portal but she's having troubles.
[AGENT][NEUTRAL] Of course she is.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] And I already helped her through the, through the whole uh process of cleaning the, the, you know, the history, the browser, the cash, the cookies, everything. So we did it twice, it's still not working. So, yeah.
[AGENT][NEUTRAL] So what is, um, who is she?
[CUSTOMER][NEUTRAL] Is Ms. [PII], um, she gave me the ID tax ID number because she didn't have anything else, but the tax ID she has many groups under her name.
[AGENT][NEUTRAL] Wait, wait, wait, so she's.
[AGENT][NEUTRAL] OK, hold on. So she's trying to set up.
[CUSTOMER][NEUTRAL] To the agent
[AGENT][NEUTRAL] Groups
[CUSTOMER][NEUTRAL] No, uh oh, she is the agent, um, she has gone, she already has her account, so she already created the new account, she has that done. So basically when she's trying to go in today, she's getting an error about the data being stuck, you know, that she cannot continue. So we went ahead and clear everything, but still, it still didn't let her.
[AGENT][NEUTRAL] So she's just trying to log in then?
[CUSTOMER][NEUTRAL] Log into the dashboard, yes, uh-huh.
[AGENT][NEUTRAL] OK. Um, OK.
[AGENT][NEUTRAL] Um, is her callback number the [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII]. Mhm. Yes, it is.
[AGENT][NEUTRAL] OK, um, I'm probably just gonna have to have her send a screenshot if she's getting an error. If you've done all that, there's nothing really more I can do, so we're probably just gonna have to report it to IT. So if you get another one, I might just have to put it, report it to IT.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Well, we don't, um, we don't do the screenshots in this department. Um, usually, that's either handled by, um, yeah, I think it's broker resources uh for any agents or broker resources, I think we transfer it to you. If it's like members or providers or groups, then we handle that part. And that's, yeah, based on the notes, yeah.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] See what I can do.
[CUSTOMER][NEUTRAL] OK. OK, here she comes. I'm sorry, I know. I wish this thing will stop. I wish we can get this resolved and everything will work normally like before, yeah, that'll be great.
[AGENT][NEUTRAL] OK fine.
[AGENT][NEGATIVE] I know. I, I know, I wish everything would just be normal. It's so hard.
[CUSTOMER][POSITIVE] Yes, I know. All right. Well, here she comes. Have a good day, Miss [PII]. You're welcome.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you for holding and being patient for Ms. [PII]. I got Miss [PII] on the line. She's gonna assist you from here.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Hi this is [PII] how are you?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] I'm good, [PII]. How are you today?
[AGENT][NEGATIVE] I'm well so she told me that you're, you've created an account but you just can't log in now like you're receiving an error.
[CUSTOMER][POSITIVE] Yeah, I actually got assistance where somebody over there, um, remoted in on I've been having a hard time getting my account set up so, um, I didn't know if I should go to [PII]. She assisted me on, I guess that was Monday we got my account set up, um, so I was good to go and then.
[CUSTOMER][NEGATIVE] When I try to log in I'm able to log in um it it gives me an option to log out so I'm in the system um but when I go to the dashboard all it says is we're experiencing an issue retrieving your data please try again later or contact customer service. I tried yesterday was getting the same thing so.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm just trying to, yeah.
[AGENT][NEUTRAL] Yeah, so the, so the only thing we can do now is if you can please send me a screenshot of the error that you're receiving, I just need to report it to IT um it sounds like soul walked you through clearing all the cash and like um basically resetting, so this is probably.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Um, an IT issue now that they need to try to resolve, so, um, yeah, if you could send, if you could send me that screenshot too and I'll give you my um email address, it's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][POSITIVE] OK perfect
[CUSTOMER][NEUTRAL] And then um.
[CUSTOMER][NEUTRAL] I guess I'll just put, um, is there, should I put my agency name on there or?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure, you can put um are you the broker?
[CUSTOMER][NEUTRAL] Yeah, I'm the office manager here at the so yeah it's an agency account that.
[AGENT][NEUTRAL] OK, OK, yeah, just.
[AGENT][POSITIVE] Yeah, perfect. So if you'll just put the agency name.
[AGENT][NEUTRAL] And then um if you wanna put your tax ID number on there as well I'm trying to think of anything else that they would um.
[AGENT][NEUTRAL] Um, ask if they come back to me, um.
[AGENT][NEUTRAL] And then, no, that should be it. Maybe your emai[PII] well I'll have your email address, um, but yeah, just that screenshot should work and then I'll, I'll escalate that to.
[AGENT][NEUTRAL] IT.
[CUSTOMER][NEUTRAL] Alright, so I just hit send on that, um, I just grabbed [PII]he whole screen for you just so you can see that I'm logged in.
[AGENT][POSITIVE] Awesome.
[AGENT][POSITIVE] Yeah, that's perfect.
[AGENT][POSITIVE] Yeah, that's perfect.
[CUSTOMER][POSITIVE] Um, so yeah, it wasn't it, it was initially as getting it set up, um, but I just haven't really had to play with it since I got it set up on Monday. That seemed easy enough. I was able to walk through it with [PII] once I got in there, but, um, I just haven't had to get back in there until yesterday, and yeah, I'm just getting that.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] You know, no problem getting in, just a problem kind of pulling up that dashboard info, so.
[AGENT][NEUTRAL] It's just getting that data. OK, well, I'm gonna get it sent over to IT um I'm hoping that um it seems to be the case that when one, when this happened, when this issue happens with one person, we start getting phone calls so it might just be like an, um, hopefully not, but like a kind of a over like everybody like so we'll see. Hopefully it'll be just a quick fix and then they can get it up and running but um I'll escalate that and then I'll keep you updated, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect appreciate your help.
[AGENT][POSITIVE] Yeah, of course. I hope you have a great day. Talk soon.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][NEUTRAL] Bye.