AccountId: 011433970860
ContactId: af915b52-64f9-4f03-a552-06c114dcf0e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 93059 ms
Total Talk Time (AGENT): 12148 ms
Total Talk Time (CUSTOMER): 60260 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/af915b52-64f9-4f03-a552-06c114dcf0e1_20250609T16:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh man.
[CUSTOMER][NEUTRAL] Hi [PII], I just set set up [PII] um access to the new OSC account linking it she's the agent.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Broker and for some reason, oh my [PII], I put my email address instead of hers to get the verification code.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Is that something that can be updated on your end to put hers instead of mine or no?
[AGENT][NEUTRAL] OK, um, let me make sure that I'm understanding this correctly so this this is in regard to a group or is this for a broker?
[CUSTOMER][NEUTRAL] Broker.
[CUSTOMER][NEUTRAL] I'm calling from Brown and Brown the agency. This is for a broker. You all did the update for the OSC and we did not do anything with the, with the, with the agency. It's only agent and broker so we updated hers because we had to use her old email to link the old with the new, but with the verification code that you all request I put in my email to get the code. She suggested I put my email to get the code one time because I was gonna do it. I should have put hers.
[CUSTOMER][NEGATIVE] And now, now I can't log in unless I put my email.
[CUSTOMER][NEUTRAL] Is that gonna be the case for her, my boss?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEGATIVE] Oh my God. Are you kidding me?