AccountId: 011433970860
ContactId: dd321d2e-22a3-408d-915d-7f95c15a2828
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183539 ms
Total Talk Time (AGENT): 76211 ms
Total Talk Time (CUSTOMER): 97112 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/dd321d2e-22a3-408d-915d-7f95c15a2828_20250604T19:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, um, I had spoken to someone last week um we were just uh trying to get into our portal and we were told that we had to um I guess do our our.
[AGENT][NEUTRAL] Create another account.
[CUSTOMER][POSITIVE] I don't know. Correct. There you go. Thank you.
[AGENT][POSITIVE] Yes, you're OK.
[CUSTOMER][NEGATIVE] Um, so I was, I was able to do the agency, um, but now I'm trying to go back in so that we could see the groups that are already under us and trying to put in our principal information, but it keeps giving me an error so I don't know if this is something you can maybe help me with.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, so, um, just so that I understand correctly you have, um, you're an admin for multiple groups is that correct? or multiple um.
[CUSTOMER][NEUTRAL] Yes, yes, so the agency, yeah, the agency has, yes, correct.
[AGENT][NEUTRAL] You are
[AGENT][NEUTRAL] Agency, I understand. OK. 00 so you're a broker.
[CUSTOMER][NEUTRAL] Yes, well, we're the broker for the agency, yes.
[AGENT][NEUTRAL] Oh,
[AGENT][POSITIVE] Got it. OK, I'm sorry about the confusion.
[CUSTOMER][NEUTRAL] Yeah, so we're just trying to yeah.
[CUSTOMER][NEUTRAL] No, no, not at all so we're just trying to see, um, so we service obviously all of these groups and I can't see any of the groups so I said OK, let me start with the agency that went through it was perfect. I got in, but then when I looked under the groups there was nothing there so I'm imagining it's because obviously the broker is under the agency so I don't know if you can help me with the broker part of this.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] We can take a look what was your name? I'm sorry.
[CUSTOMER][NEUTRAL] I'm sorry, it's [PII] and last name is [PII]
[AGENT][POSITIVE] OK, I appreciate that. uh, [PII], before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, thank you so much for that information. So what I'm going to do is I'm going to put you on a brief hold for just a moment um and reach out to our broker resources department regarding this. Uh, give me just a minute I'll get right back with you, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] Alright, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring
[CUSTOMER][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] I'm good. How are you?
[AGENT][NEUTRAL] Doing alright thank you so I've got a uh broker on the line who is just needing some assistance with the OSC.
[CUSTOMER][NEUTRAL] OK, got you. Yep, but we're having all kinds of issues, aren't we? Hang on a second. Let me get a, yeah, alright, who is it?
[AGENT][NEUTRAL] Um,
[AGENT][POSITIVE] No kidding.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh, we're speaking with her name is [PII]
[CUSTOMER][NEUTRAL] Whatever.
[CUSTOMER][NEUTRAL] OK, did she say what agency she's with or anything?
[AGENT][NEUTRAL] She did not. I'm sorry.
[CUSTOMER][POSITIVE] OK, no worries, you can send her over. I I'll take it, no problem.
[AGENT][POSITIVE] OK, appreciate your help. Thank you. Bye bye.
[CUSTOMER][POSITIVE] You're, you're most welcome. Have a good day. Mm bye bye.
[AGENT][NEUTRAL] You too.