AccountId: 011433970860
ContactId: f4ffcca7-b30c-4f2c-b835-19f6b816354d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249110 ms
Total Talk Time (AGENT): 130621 ms
Total Talk Time (CUSTOMER): 92900 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/f4ffcca7-b30c-4f2c-b835-19f6b816354d_20250528T14:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII], um, and I'm calling because I am trying to set up a new user account on the APL, uh, portal.
[AGENT][NEUTRAL] Yes, I am.
[CUSTOMER][NEGATIVE] And just having a little bit of an issue getting that set up.
[AGENT][NEUTRAL] OK, [PII], so you're the subscriber and you're trying to create your profile. Is that correct?
[CUSTOMER][NEUTRAL] Yes, so I'm, I'm actually, um, so [PII] is the broker and we're setting it up under his name with his information, but when I put his information in it's saying that there's no record found.
[AGENT][NEUTRAL] OK, [PII], so give me your last name again.
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][POSITIVE] Thank you. And your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what is the broker's name again?
[CUSTOMER][NEUTRAL] His name is [PII]. Last name [PII], [PII]
[AGENT][NEUTRAL] OK, thank you. So what I'm going to do, um, [PII] is I will need to get you connected with someone in broker resources uh to further assist you with helping to set up, um, his profile. So you're trying to set it up for him, is that correct?
[CUSTOMER][NEUTRAL] Uh, yes, yeah, because I'll be the one logging in and, you know, managing the account.
[AGENT][NEUTRAL] OK, so let me get you connected with someone to work with broker resources so they can explain what will need to occur to help you with that, um, to and give you some additional information. So is there anything else that I could help you with before I do?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, no, I don't think so.
[AGENT][NEUTRAL] OK, OK, well then, thank you and what is his agency? What's the name of his?
[CUSTOMER][NEUTRAL] Uh AJR Insurance Group.
[AGENT][POSITIVE] I am so sorry. Can you say that again, [PII]?
[CUSTOMER][NEUTRAL] Yeah, A J like Jeffrey R Insurance Group.
[AGENT][NEUTRAL] Mhm, mhm. Insurance group.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. All right, well give me just one moment and I will get you connected with someone.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] Yes, ma'am. You're very welcome and thank you again for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Yes, ma'am. Thank you. One moment.
[CUSTOMER][NEUTRAL] Ferring.
[CUSTOMER][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII], it's [PII]. How are you today?
[CUSTOMER][POSITIVE] Hey, I'm good. How are you?
[AGENT][NEUTRAL] I am all right, I reckon. Uh, I'm good, I guess. So I have a lady by the name of [PII] on the line.
[CUSTOMER][POSITIVE] Good.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She's with agent [PII] with AJR Insurance Group on the line and she's calling regarding the OSC.
[CUSTOMER][POSITIVE] Oh gosh, the new one.
[AGENT][NEUTRAL] Mhm, yeah.
[CUSTOMER][NEUTRAL] Mm, I don't even know if we're ready for it. That's so crazy. Did they send everything out already?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] I believe they sent that out last week.
[CUSTOMER][POSITIVE] I think it's supposed to go live today though. OK, I'll do my best.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Well, that's all any of us can do at this point with it.
[AGENT][NEUTRAL] OK, [PII], well, and she gave me a callback number for her [PII].
[CUSTOMER][NEUTRAL] Yeah, right.
[AGENT][NEUTRAL] [PII]. And again, her name is [PII], OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Well, thank you so much. Have a great day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, you too. Bye.
[AGENT][POSITIVE] Alright thanks bye bye.