AccountId: 011433970860
ContactId: edb4fde8-97e0-4eae-8955-ad64d39be293
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161509 ms
Total Talk Time (AGENT): 69290 ms
Total Talk Time (CUSTOMER): 109377 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/edb4fde8-97e0-4eae-8955-ad64d39be293_20250609T18:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII].
[CUSTOMER][NEUTRAL] Hey, it's [PII]. How are you today?
[AGENT][POSITIVE] Good, how are you, sir?
[CUSTOMER][NEUTRAL] Good, um, do you have a second? I'm, I'm trying to help a broker's admin to get access. I think it's level 3 access, um, and she's having a hard time and [PII]'s trying to explain it to her and it just can't be that hard.
[AGENT][NEUTRAL] OK. [PII]'s currently on the phone trying to explain it to her or via email or?
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Uh, yeah, via email, but, you know, I, I ended up giving myself, uh, level 3, I think it's level 3, it's not level 1, Level 3 with the commissions and everything else, and I just see active agents, which is [PII], which is the owner of the agency.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm trying to get his helper, his admin, [PII] on there, but I can't even remember me. This whole, this whole week and a half of the new OSU has just been a blur, and I can't remember even how I got myself on there. Yeah, I know, I know, I know, I know. Believe me, I know. And these calls are monitored for quality control purposes.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh, yes.
[AGENT][POSITIVE] Yes, yes, exactly.
[CUSTOMER][NEUTRAL] But um I do, she has her own email address. I know, I know it's it's true. um, I, she has her own email address, you know, given to her by her employer. I just don't understand why she's having a hard time, you know, nobody knows how to read the four easy steps because that's what it is, um, but I don't know why she just can't get on there, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]'s telling her to put the tax ID number of the agency on there and that's not what I did to get it to get access.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Well, so her, even though you have level 3, her access and her way of getting access, I think is going to be different than yours, um, and it's, and so because she's an admin and you're aren't, you're not an admin, is that correct?
[CUSTOMER][NEUTRAL] Different? OK.
[CUSTOMER][POSITIVE] Yeah I'm like a GA, yeah, it's all good, yeah.
[AGENT][NEUTRAL] Right, so it's gonna be different for you, um, as far as access and availability and way of getting access and so [PII] is the specialist when it comes to the OSC yes so anything that she is telling her it's gonna be far more um accurate than my guessing if I'm just being perfectly honest with you.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Yeah, the go to girl, yeah, I got you.
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][POSITIVE] Yeah, I get you. OK, alright, and I just want, I don't wanna muddle up the works. Alright, I just wanna get these people happy. Alright, alright, it's all good. I appreciate your candor, OK.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Yeah, I know.
[AGENT][POSITIVE] OK, all right, well thank you sir. All right, bye.
[CUSTOMER][POSITIVE] Alright thank you.
[CUSTOMER][POSITIVE] All right, bye bye. Thanks, bye.
[AGENT][NEUTRAL] Bye.