AccountId: 011433970860
ContactId: feb2e1f8-6a73-44bf-8908-7a04d1f3f9e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 456309 ms
Total Talk Time (AGENT): 96006 ms
Total Talk Time (CUSTOMER): 66634 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/feb2e1f8-6a73-44bf-8908-7a04d1f3f9e9_20250317T17:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL this is [PII].
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from a broker's office. How are you?
[AGENT][POSITIVE] Good, how are you doing?
[CUSTOMER][NEUTRAL] Good, um, one of our clients has APL and we were wondering how we can access like a portal access for this group.
[AGENT][NEUTRAL] OK, um, so you as the broker is wanting portal access, correct?
[CUSTOMER][POSITIVE] Yes, that's correct because we make changes for the group.
[AGENT][NEUTRAL] OK, um, what is your brokerage name and what is the group number you're trying to get access to?
[CUSTOMER][NEUTRAL] Sure, so I'm calling from One Digital and um the group we're trying to get access to do you need the group number?
[AGENT][POSITIVE] Yes, that would be great.
[CUSTOMER][NEUTRAL] OK, it's 265-03.
[AGENT][NEUTRAL] 03. OK, let me put you on a brief hold real quick and see if that's something that we would be able to do, OK?
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][NEUTRAL] Uh-huh
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh I see
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] I am, yes.
[AGENT][NEUTRAL] OK perfect um so we are able to um do that, you know, if you guys um access to the 26503. We just need to set up [PII]'s, um, just get him a broker account, um, but we do need his authorization to process that. So if you could send us an email just saying hey, um, you know I give yourself or he if he wants to have access to it.
[AGENT][NEUTRAL] Um, to have authorization to the OSC account, um, then we can do that.
[CUSTOMER][NEUTRAL] OK, so if I'm understanding right, we need, we need a written request from [PII].
[AGENT][NEUTRAL] Yes, yeah, and so if he's the one that wants to have access to the account and then I and change the contacts then we can do that but if he wants to go like let's say you, we'll also need that in the the email.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just in the email, OK, and what is that email address?
[AGENT][NEUTRAL] Yeah, it's gonna be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Have [PII]. OK, so I'll reach out to him now and I'll just say, uh, if you could please send the email. It, it's us, our office that would need it, so he would just say please grant, uh, in my case [PII] being access to the group. OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, yes, and he may, he may just so that way like, um, since it's his like he's the broker on it, we may need to have him set up a group or set up a log in um so that way you guys could set up a log in under his name kind of thing um but we we can get that figured out once we have that email.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm OK.
[CUSTOMER][POSITIVE] OK all right thanks so much I appreciate your help today.
[AGENT][POSITIVE] Of course, thank you.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.