AccountId: 011433970860
ContactId: cff6b719-8a69-43bd-b69d-49714368642f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141759 ms
Total Talk Time (AGENT): 54917 ms
Total Talk Time (CUSTOMER): 61300 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/cff6b719-8a69-43bd-b69d-49714368642f_20250609T15:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. This is [PII] from Brown and Brown. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Good. So we have accounts with APL and I have an account that I just wrote with Julio, um, one of our sales reps, and we were trying to pull an invoice and I was able to get in last week, but one of my coworkers, I don't know what they did with the with the log in, um, but now we got prompted to sign up for some APL account.
[AGENT][NEUTRAL] OK. Um, do you, are you with the group or are you with the broker?
[CUSTOMER][NEUTRAL] Broker's office for Brown and Brown.
[CUSTOMER][NEUTRAL] I don't know maybe she triggered something wrong or maybe you guys did some updates. I don't know what happened but I had no problem until she brought it to our attention.
[AGENT][NEUTRAL] OK, and then [PII], do you have a good
[CUSTOMER][NEUTRAL] It was APL secured by the way.
[AGENT][NEUTRAL] OK, and do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, of course, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My boss is [PII], by the way.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm gonna get you over to your.
[CUSTOMER][NEUTRAL] She's the one that's the agent on record.
[AGENT][NEUTRAL] OK, [PII], I'm gonna get you over to our broker resources and they can assist you, um, on our portal. I'll give them the information provided. Thank you. Hold on one moment.
[CUSTOMER][POSITIVE] Absolutely. Thank you.
[CUSTOMER][POSITIVE] Thank you very much. Mhm.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] [PII], this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] on the care team. I've got a [PII] with Brown and Brown uh broker's office, um, and she said last week she was able to pull an invoice and log in, but now she's getting an entirely new prompt. Um, so I was gonna see if someone could help her and broker resources.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, sure try.
[AGENT][NEUTRAL] Um, the callback number is [PII], and then I'll, um, introduce you and then release her. Is that OK?
[CUSTOMER][NEUTRAL] Yeah, fine.
[AGENT][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] OK, [PII], I've got [PII] on the line and she'll be able to assist you today, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you?