AccountId: 011433970860
ContactId: cb60f83a-a491-4c53-b67f-af518c6927ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 82680 ms
Total Talk Time (AGENT): 16293 ms
Total Talk Time (CUSTOMER): 51394 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/cb60f83a-a491-4c53-b67f-af518c6927ec_20250603T15:17_UTC.wav
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[AGENT][POSITIVE] Thank you this is.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hey, this is [PII].
[CUSTOMER][NEUTRAL] Hi, how you doing? Um, I'm calling to ask, um, I work for the broker's office, Aorser and the, I know our access is, um.
[CUSTOMER][NEUTRAL] Pretty much be the new set up on the APL that started um yesterday. Our clients are being affected as well. Is there something that they had to call a certain number or a certain like step by step they had to do in order to log into their account again?
[AGENT][NEUTRAL] Uh, they would need to create a login.
[CUSTOMER][NEUTRAL] OK, so they have to create a log in. OK, that's for the group itself.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] OK, so let me see, so when they create they have to put group and from there.
[AGENT][NEUTRAL] Yeah, I mean, yeah, yeah.
[CUSTOMER][NEUTRAL] That to put the group number that's the same one, correct? This didn't change.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, OK, perfect. Alright, uh, and then if it's yet they have any questions, call the, uh, care team, correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Perfect. Alright, thank you very much.
[AGENT][NEUTRAL] Now, there's definitely some of that that I'm thinking.
[CUSTOMER][POSITIVE] Have a good day.
[AGENT][NEUTRAL] OK.