AccountId: 011433970860
ContactId: f95a4163-2dfe-4122-befb-09388b5e92e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207320 ms
Total Talk Time (AGENT): 90793 ms
Total Talk Time (CUSTOMER): 85955 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/f95a4163-2dfe-4122-befb-09388b5e92e4_20250508T19:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII]. I'm a newly appointed agent with APL, um, and I was on the website trying to set up a new user login, um, but I'm not sure if I'm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Doing it right, did I need to like when I go to the APO website hit sign in and then new user or?
[AGENT][NEUTRAL] Uh, mhm.
[CUSTOMER][NEGATIVE] OK, I get to step 3 where it has me create my account with username and password, um, and then it tells me an error occurs.
[AGENT][NEUTRAL] OK, if it is a new one and it hasn't been, um, you have to use the new user option and um it will have a list of what person um is trying to set up the account um and that will be I am a writing agent broker appointed with APO.
[CUSTOMER][NEUTRAL] OK, I did that and then I put in like my last name, social, all of that information.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In step 2, and when I got to step 3.
[CUSTOMER][NEUTRAL] To do my user like select the username and password, um, that's when it was giving me a user error. Now in the email I got.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, it said for an overview of our company products and services visit the broker resource center.
[CUSTOMER][NEUTRAL] Um, and it gave me a password, so I wasn't sure if I just needed to do that or if I needed to actually set up like a user log in.
[AGENT][NEUTRAL] All right, uh Ms. [PII], you said correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, um, since it is going a little bit further from where I can assist you, I will go ahead and um connect you with the broker department so they can go ahead and assist you further. Um, what is, uh, what is a good callback number?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, thank you very much, Miss [PII] and I will go ahead and um place you on a brief hold while I connect you with the broker um resources department and they will go ahead and pick up from there. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII].
[AGENT][NEUTRAL] Hello, good afternoon, [PII]. This is [PII] in customer service. I have a broker that has been recently appointed with APO trying to use the online service center and she's having um some troubleshoot using it. Um, her name is [PII], and the callback number is the same one she's calling from, the one ending in [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You are
[CUSTOMER][POSITIVE] Thank you for holding this