AccountId: 011433970860
ContactId: bc2a881a-289d-4862-b284-348cba465007
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196880 ms
Total Talk Time (AGENT): 101941 ms
Total Talk Time (CUSTOMER): 103476 ms
Interruptions: 4
Overall Sentiment: AGENT=1.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/bc2a881a-289d-4862-b284-348cba465007_20250602T14:21_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII].
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, my name is [PII]. I'm calling from insurance underwriters for quotes. How are you?
[AGENT][NEUTRAL] Fine.
[CUSTOMER][NEGATIVE] Um, I am calling because I'm trying to log on to process, uh, termination of an employee on the portal, and it's requiring us to log in using an email address where before we had like a user name and when I'm trying to register or re-register and I guess start the process with an email the the site's not letting me and it's referring me to call you guys.
[AGENT][NEUTRAL] Can you, um, and I, first let me apologize for that. We just launched it and you are probably caller number 22 this morning, so this is must be a definitely a known issue. Do you mind sending me a screenshot of what that error message looks like when you get it? Um,
[CUSTOMER][NEUTRAL] No, it's OK.
[CUSTOMER][POSITIVE] Oh wow.
[CUSTOMER][NEUTRAL] Um, I don't mind at all. Um, hold on, what's your?
[AGENT][NEUTRAL] So that, well, that way I can get it to my IT department. Um it's [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] [PII], I'm sorry, I thought I had heard you say [PII].
[AGENT][NEUTRAL] Yes ma'am, and what we're doing is just compiling all of these screenshots and we're sending them to the IT department. Uh, they get in, well, actually it's about to be [PII]. They get in around [PII], um, and they're just, we're just gonna compile all the emails, but we've been logged on since [PII] and like I said, you're like caller number 20, um, besides just the emails I've gotten that have the same issue.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, you know what? I, I've, I've, I, I, I used to be a manager at a call center quite a few years ago, and I always had like this rule of thumb if I would have 3 callers calling about like a specific issue that's out of the norm, it requires research.
[CUSTOMER][POSITIVE] So yeah for sure we've had 22 callers regarding this it's definitely something you know that you guys need to.
[AGENT][NEUTRAL] Yeah, so I reached out to marketing. I reached out to marketing and see if they can send out like an email blast. I, I know you usually get like emails from like APL, so they, I reached out to marketing and I was like, hey, I know this is probably weird, but is there a way that you can send all of the brokers an email that just says the system is down so that way they're not calling in about the same issue.
[CUSTOMER][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] Um, so they're working on an email to send out because I was just like, uh, this is starting to get a little embarrassing, so I think we should probably let them know that there is an issue.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK alright so what I'm gonna do to help you out is I'll uh send you an email with the different screenshots of what we're seeing that's different and explaining and then hopefully you know you could use that to escalate it up to your managers, um, but I apprec.
[AGENT][POSITIVE] You are amazing. Thank you so much.
[CUSTOMER][POSITIVE] All right, no, you're very welcome. Have a blessed day. Thanks, bye.
[AGENT][POSITIVE] You too. Thanks.