AccountId: 011433970860
ContactId: c16e5a11-f1a1-440e-81d5-d21f29896039
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 286899 ms
Total Talk Time (AGENT): 118018 ms
Total Talk Time (CUSTOMER): 103480 ms
Interruptions: 3
Overall Sentiment: AGENT=1.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/c16e5a11-f1a1-440e-81d5-d21f29896039_20250430T17:52_UTC.wav
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[AGENT][POSITIVE] Good Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I am calling on behalf of [PII], who is, uh, a broker at H&H Insurance Solutions.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] We um
[CUSTOMER][NEUTRAL] I've been trying for a couple of months to create.
[CUSTOMER][NEUTRAL] An online account for her?
[CUSTOMER][NEUTRAL] So that you know she can go in and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Add members and get ID cards and things like that and I, I just I haven't been able to accomplish that. Is there any way you can help me with that?
[AGENT][NEUTRAL] I can see what I can do for you, Miss [PII]. Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And let's see, um.
[AGENT][NEUTRAL] And you said you're trying to create an account for the broker, correct?
[CUSTOMER][POSITIVE] Yes, yes ma'am.
[AGENT][NEUTRAL] OK, so I will have to get broker resources on the line and they can assist you with that, the, the, the expert on the online service center for brokers, OK? And I'm sorry, can you repeat your last name? I didn't quite catch your last name.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh, my last name is [PII]
[AGENT][NEUTRAL] Mostly, OK. And you said you're calling from Wish Broker?
[CUSTOMER][NEUTRAL] H&H Insurance Solutions.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, alright, let me go ahead and get the resources on the line first, OK, one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII]. How are you? This is [PII].
[CUSTOMER][POSITIVE] Hey good how are you [PII]?
[AGENT][NEUTRAL] I'm good, thank you. Um, I have a, um, OK, I have Miss [PII]. She is from the broker's office of [PII] from H&H.
[AGENT][NEUTRAL] Insurance and um she's trying to create an account on the OSC but she's saying she's having trouble getting there. I don't know if you can assist her with that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure, yeah, I can help her with that. Does she, um, so, um, do you have, did you look up her PIN number for that group? Is it under the agency that she's trying to do it, or was it under a group?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, I didn't really ask. No, I didn't ask. It's the truth. I didn't ask.
[CUSTOMER][NEUTRAL] Did she say?
[CUSTOMER][NEUTRAL] OK, I'll take care of it. OK, I didn't know if you got that far. I'll take care of it. OK, OK, I'll handle it. Sorry.
[AGENT][NEUTRAL] OK well for next time, what do I, OK, so I asked for a group number. What is the other number just in case I'm just gonna make me a note.
[CUSTOMER][POSITIVE] No, you don't, no, no, no, you're, you're fine. I just didn't know if she was trying to do it under the group. I'll take care of it. No, I'll, I'll take care of it. No big deal. You don't have to ask.
[AGENT][NEUTRAL] We don't have to uh.
[AGENT][NEUTRAL] Oh, OK. Oh, OK. All right, let me, uh, let me give you the callback number, which I think is the same, yeah, it's the same one in the system, the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] OK, thank you. Have a good day, Mr. [PII].
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you for holding and being patient for me, Miss [PII]. I got Miss [PII] on the line. She's in the resources department and she's gonna assist you from here.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. She said you were trying to set up access. Is this under the agency account that you're trying to set up access? Yes.
[CUSTOMER][NEUTRAL] OK, and which agency are you with?
[CUSTOMER][NEUTRAL] H&H Insurance Solutions. OK, let me pull that up real quick.
[CUSTOMER][NEUTRAL] Yeah