AccountId: 011433970860
ContactId: e270f558-7df8-4986-a46a-defa91c7bdde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 102000 ms
Total Talk Time (AGENT): 39080 ms
Total Talk Time (CUSTOMER): 54913 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/e270f558-7df8-4986-a46a-defa91c7bdde_20250606T19:25_UTC.wav
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[AGENT][NEUTRAL] I feel this is [PII].
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from A Solutions.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] You hear me?
[CUSTOMER][NEUTRAL] I'm sorry, you're breaking up. No, and the reason for my call is, um, our supervisor had um because I guess you changed your portal, so our supervisor had to create the account and us.
[CUSTOMER][NEUTRAL] The group as users.
[CUSTOMER][NEUTRAL] But when we created our logins we are able to log in and everything but we don't see our groups like our client groups there.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Like it shows 0.
[AGENT][NEUTRAL] Can because this is a known error, can you send me that in an email so that way I can send it to that department. So, so what they've been having to do is go case by case and fix those individually. So can you put the group number um in an email and send it to sales at AMPublic so that way we can submit it to the IT department.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] No problem. I did send an email but I did not put our group because we're the broker and we have several um clients um.
[AGENT][NEUTRAL] So did you put the bottle?
[AGENT][NEUTRAL] Our agency name?
[CUSTOMER][NEUTRAL] Yeah, our, our agency name that's what I put.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] OK, as long as you put something in a phone number so we can call you guys back to let you know it's been fixed, then that's good. OK, perfect.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK. All right. No problem. So I'll let my boss know. Thank you so much.
[AGENT][POSITIVE] Thank you, sweetheart. Have a great day.
[CUSTOMER][NEUTRAL] Mm.