AccountId: 011433970860
ContactId: cb95996b-7d33-4bd8-8622-87de5c288f7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210470 ms
Total Talk Time (AGENT): 140578 ms
Total Talk Time (CUSTOMER): 67336 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/cb95996b-7d33-4bd8-8622-87de5c288f7d_20250617T19:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] [PII], this is [PII] I'm a broker.
[AGENT][NEUTRAL] How are you, [PII]?
[CUSTOMER][NEUTRAL] And I'm trying to
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] I said how are you?
[CUSTOMER][NEGATIVE] Well, I'm just fine. I'm getting a little frustrated on the email to log into to CSC.
[AGENT][NEUTRAL] OK, what's going on?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] Oh OSC
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEGATIVE] I've gotten 6 different verification codes every time I plug it in and hit it, it says incorrect.
[AGENT][NEUTRAL] Oh goodness. OK. Um, so were you able to
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEGATIVE] I'm not I'm not having, I'm not having fun at all.
[AGENT][NEUTRAL] I don't blame you. Were you able to complete like the password and everything and then get a verification code?
[CUSTOMER][NEUTRAL] [PII] yeah, that, that, that was done a couple weeks ago.
[AGENT][NEUTRAL] OK and so what you're trying to re log in and you're still having that issue OK OK um let me put you on a brief hold OK?
[CUSTOMER][POSITIVE] I'm trying, yes, that is correct.
[CUSTOMER][NEUTRAL] All right, sure.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hey, [PII]. What happened when that lady kept getting those multiple uh verification codes?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, he said I he goes I keep getting multiple verification codes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, sir, are you still there?
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK perfect I just wanna make sure I'm understanding you correctly so you are going to the log in page you're typing in your username, your password and then you press next you get the verification code and it's sending you multiple verification codes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] That is correct and and every time I put in that verification code, it says incorrect.
[AGENT][NEUTRAL] OK, per
[AGENT][NEUTRAL] OK, is there any way, it must be an issue that IT is having, is there any way that you could um maybe send me an email with all of those verification codes?
[AGENT][POSITIVE] Like add them as attachments, OK, absolutely, thank you.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] And you want my, you want my password attachments is that what you're saying?
[AGENT][NEUTRAL] No, sir, if you could just, if you could send me those emails that you're getting those multiple emails that way I can pass it along to IT and see what's going on, um, and then then in the meantime as well if you need us to complete anything for you um that you need to do within the portal we would.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'd, I'd like
[CUSTOMER][NEUTRAL] I would like to see what my commission is. That's where that's my first point right there.
[AGENT][POSITIVE] Absolutely, yeah, absolutely. We can send you your commission. um, let me pull something up real quick.
[AGENT][NEUTRAL] OK, if you send an email to [PII] [PII] [PII] [PII] at.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Yes sir and you just you say hey can I have my most recent commission statement we can pass that along to you and then also if you could send um those attachments of those emails um then I I will pass that along to IT and see what's going on with that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, I appreciate it. I keep deleting them, so I'll have to go in my, my trash box and then redo it and redo it. All right, thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Deleted
[AGENT][POSITIVE] OK. I appreciate that, [PII]. Let us know if you need anything else. Thank you. Bye bye.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] All right, appreciate it. Thank you.