AccountId: 011433970860
ContactId: e1a22d6a-1a89-4fde-9e80-f5b0b2adfaac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 228919 ms
Total Talk Time (AGENT): 102035 ms
Total Talk Time (CUSTOMER): 115998 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/e1a22d6a-1a89-4fde-9e80-f5b0b2adfaac_20250616T21:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], good afternoon. I'm having trouble logging in. Um, can you assist with that?
[AGENT][NEUTRAL] Yeah, absolutely. Are you um a broker? Are you an agent? um are you a broker? OK. OK, perfect. And what is your first name?
[CUSTOMER][NEUTRAL] Yeah, broker, broker, I'm sorry.
[CUSTOMER][NEUTRAL] Uh, my name is [PII], but I'm not the broker, hold on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me get you the information.
[CUSTOMER][NEUTRAL] Uh, from the last.
[CUSTOMER][NEUTRAL] Uh, [PII], OK, commissions, [PII], OK.
[CUSTOMER][NEUTRAL] OK. Yeah, the agent name is [PII], but it's the same last name as mine. It's [PII]
[CUSTOMER][NEUTRAL] And I have a contract number, is that what you go by?
[AGENT][NEUTRAL] Um, no, so it looks like [PII] will have to create his, um, broker account and then add you to the broker account.
[CUSTOMER][NEUTRAL] We, we already did that.
[AGENT][NEUTRAL] OK, he already added you to the account?
[CUSTOMER][NEUTRAL] We already did that.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, and then you but you were having issues with the portal?
[CUSTOMER][NEUTRAL] Yeah, it may be that I haven't logged in in in in some time, but I don't remember. I mean, I'm trying to log in with my email, and I, and it's not recognized.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me see if I can pull up his account.
[CUSTOMER][NEUTRAL] I can give you his email and my email to see which one works.
[AGENT][NEUTRAL] So it would just be his email that I know for sure would work. Um, let me.
[CUSTOMER][NEUTRAL] His one [PII].
[AGENT][NEUTRAL] Let me see if he's signed up his.
[AGENT][NEUTRAL] Accounts because we just went through a new portal maybe 3 weeks ago, have you signed in or or done anything since then?
[CUSTOMER][NEUTRAL] Oh, no, that's the reason why. OK, I understand.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Yeah, so he
[CUSTOMER][NEUTRAL] OK, so what needs to change?
[AGENT][NEUTRAL] Yeah absolutely so um [PII] the broker will need to create a a broker or um a agency account. um, the agency account will allow him to see the um the commissions, things like that and so if he creates the agency account and then he can go online um and then he can add users to the account and so he could add you to his account as well and so you'd be able to use.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] So it says create your OSC account, is that what it, what, what it is?
[AGENT][NEUTRAL] Yes, that's something that um if he puts in his information he can create that.
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Alright, and it will go under agency or broker?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] OK. Alrighty. Thank you very much. And until what time are you there in case I need an additional assistance?
[AGENT][NEUTRAL] Yeah, absolutely, we're here until [PII], uh, Central Standard Time.
[CUSTOMER][NEUTRAL] So it's about [PII] for me in the Eastern Standard Time, right?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. OK doke, let me see if I can get this going with them. OK, thank you. All right, OK.
[AGENT][POSITIVE] OK, sounds good. Of course bye bye.