AccountId: 011433970860
ContactId: ae6427f5-60f5-4d70-8326-d4ec78b98629
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137179 ms
Total Talk Time (AGENT): 71540 ms
Total Talk Time (CUSTOMER): 61312 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/ae6427f5-60f5-4d70-8326-d4ec78b98629_20250529T12:48_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling ATM.
[CUSTOMER][NEUTRAL] Hi, good morning. Um, I'm calling regarding um an SFTP connection for payroll data.
[AGENT][NEUTRAL] OK, and is this something you've already set up with us or are you wanting to set up?
[CUSTOMER][NEUTRAL] It's been
[CUSTOMER][NEUTRAL] Well, it's been set up and I'm, I'm a payroll provider so I have a connection and I use a lot of our clients use your service so I transfer a lot of files but we recently had an IP address change and I haven't been able to get in since and I've been emailing um you know the support team but literally nobody is answering a thing so.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, what I want you to do is I want you to email um broker resources and what we'll do is we'll we'll reach out for you.
[AGENT][NEUTRAL] To get a response and to let and just as much information as you can provide on that um IP address change and everything and we'll see what we can do on our end so that um you'll gain access again.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Alright, and what is that email address for broker Resources?
[AGENT][NEUTRAL] I want you to send it to [PII] at.
[AGENT][POSITIVE] [PII] and we will reach out to our IT um because we work with setting those the SSFPs up all the time so that's not a problem us reaching out and uh giving them some updated information for you.
[CUSTOMER][NEUTRAL] Is this
[CUSTOMER][NEUTRAL] Um, I make sure I have the right. This is, this is for Mutual of America?
[AGENT][NEUTRAL] No,
[AGENT][NEUTRAL] That might, this is a uh American public like.
[CUSTOMER][NEUTRAL] Oh, that's strange because when I looked up for the phone number, it came, this phone number came up from Mutual of America.
[AGENT][NEUTRAL] Oh, interesting. Now we're American public life, so that would probably, you know.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] That's probably where the problem comes in, isn't it? OK.
[AGENT][NEUTRAL] You probably.
[AGENT][NEUTRAL] So, um.
[CUSTOMER][NEUTRAL] All right, let me see if I can find another number because that's so strange that that number came up. That's so weird.
[AGENT][POSITIVE] Not a problem.
[AGENT][POSITIVE] Well, I hope you have a great day.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] All right, thank you very much.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.