AccountId: 011433970860
ContactId: 0be8c22f-635e-4391-afef-e276bb391647
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146410 ms
Total Talk Time (AGENT): 95794 ms
Total Talk Time (CUSTOMER): 44927 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=4.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/0be8c22f-635e-4391-afef-e276bb391647_20250415T20:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] sorry to just ring you back so quickly so I so I went and checked with [PII] and she hadn't gotten anything um email wise from you all, so I just wanted to, I just wanted to make sure that the right email was on file for her or um to see if that was the issue.
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] Oh, you're fine.
[AGENT][NEUTRAL] Hm, that's weird. OK.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] OK, yeah, let me see where I sent it.
[AGENT][NEUTRAL] Yeah let me see where I sent it because I didn't really check, but that doesn't mean anything. Hang on a second.
[CUSTOMER][NEUTRAL] No worries, I just, I just wanted to be on the same page.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Yeah, you're fine. Hang on just a second. Let me get to my item.
[AGENT][NEUTRAL] That was yesterday. What's today? Yeah, OK, hang on.
[AGENT][NEGATIVE] Let me pull this up. Maybe I lied. Maybe I thought I sent it. Oh my gosh, how embarrassing. I know I typed it up.
[CUSTOMER][POSITIVE] No, you're good you're good, [PII], you're, you're totally good. I understand how it is.
[AGENT][NEUTRAL] No, because I haven't, I haven't attached to an email, so I don't see it. So hang on a second. Let's see. This was, uh, wait, I probably put it in a tracker folder. That's why I can't see it. Hang on a second. OK, this was, what's the agency name? OS, right?
[CUSTOMER][POSITIVE] OS benefits, yes ma'am.
[AGENT][NEUTRAL] Let me just look into, let me look into [PII] actually that's what I need to do.
[AGENT][NEUTRAL] OK, one.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] 3302.
[AGENT][NEUTRAL] Alright, so I had [PII], but let me just double check. Hang on, because I think I put it in his folder.
[AGENT][NEUTRAL] Just one second here. OK, [PII], where are you?
[CUSTOMER][POSITIVE] For sure, for sure.
[AGENT][NEUTRAL] Sorry
[AGENT][NEUTRAL] Well, I went and dug out that commission and I attached it to an email, but it doesn't show I sent it, and it's not in my draft, so I apologize because I swear.
[CUSTOMER][POSITIVE] No [PII], you're, you're totally good man you're probably getting calls all the time and you're switching around from one thing to the next so I get it.
[AGENT][NEUTRAL] I
[AGENT][POSITIVE] No, I just literally, I remember typing on this and sending this and saying, can you please send this over? OK, well, I'm gonna do it right now, so I apologize and have her be on the lookout for it.
[CUSTOMER][POSITIVE] Thank you, no, you're good, [PII], you're great. Thank you so much for help coordinating all of this. You've been awesome.
[AGENT][POSITIVE] Thank you. Uh, yeah, no problem. We'll talk to you later. So sorry. You too. Bye-bye.
[CUSTOMER][POSITIVE] OK, you have a good one. Yes, ma'am bye.