AccountId: 011433970860
ContactId: dcf832c9-2884-4c6e-b802-c8f1f93f1861
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166800 ms
Total Talk Time (AGENT): 79524 ms
Total Talk Time (CUSTOMER): 69658 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/dcf832c9-2884-4c6e-b802-c8f1f93f1861_20250610T14:56_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from a broker's office. Um, and we're having issues our entire team accessing the portal since it was updated. Um, it's not recognizing, uh, as much as we're trying to go through the process and register is not recognizing our email addresses or prior usernames.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Right, so you have to set it up completely brand new.
[AGENT][NEGATIVE] I it, you, it's not going to recognize any of that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So when I try to, OK, so I have to go through as an agent or I have to set it up for our agency first?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] You can do both and the the thing is though you will have to have a separate email account as for the agency than the broker. Would you um like to give me your email address and I can email you the step by step instructions.
[CUSTOMER][NEUTRAL] Yes. My email address is my [PII] last name [PII].
[AGENT][NEUTRAL] But.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] There's
[AGENT][NEUTRAL] Can you spell that for me please?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] OK. And what I'm so sorry.
[CUSTOMER][NEUTRAL] I'm trying to do it.
[CUSTOMER][NEUTRAL] I'm trying to do it using my social.
[CUSTOMER][NEGATIVE] Email on record and it does not recognize me still.
[AGENT][NEUTRAL] OK, yeah, let me send you the um email of the step by step instructions and if you're still having issues, um, reply back to that email with screenshots of the errors that you're receiving.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So [PII] and what's the rest of the email?
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Let me um get that emailed over to you and then um like I said, make sure you're using two separate email addresses for the um.
[AGENT][NEUTRAL] For the broker versus the agency.
[AGENT][NEUTRAL] And then
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Alright, you'll have that in your inbox here probably in the next 3 minutes or so.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thanks thank you bye bye.
[CUSTOMER][NEUTRAL] Mm bye bye.