AccountId: 011433970860
ContactId: 0e536b5c-6f87-4708-b154-8ebe69f50d4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 323899 ms
Total Talk Time (AGENT): 121832 ms
Total Talk Time (CUSTOMER): 144416 ms
Interruptions: 3
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/0e536b5c-6f87-4708-b154-8ebe69f50d4f_20250124T17:07_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey [PII], it's [PII]. Happy Friday, how are you?
[AGENT][NEUTRAL] Hey, I'm well. How are you?
[CUSTOMER][NEUTRAL] Good, hey, um, [PII], I got a group, um, referred from like this [PII] it's like paychecks, you know, it's a PEO company.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh the data file they gave me, the data file they gave me for enrolling everybody, of course, guess who is missing, but the owner of the company. So they gave me, yeah, of course, right? What else is new? So I wrote to her yesterday. I looked, you know, and she kind of kept back snippy because instead of her being like a financial planner, you know, she got emotional and I, and my email back to her was like, I'm.
[AGENT][NEUTRAL] Oh, of course.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Look, I'm just trying to right or wrong, you know, the main sentence, uh, census didn't have you. I'm just trying to help, you know, I don't shoot the messenger. So I just got her application, but normally when I need a favor, I'll ask [PII] to generate a card for me, but I can't get a hold of her. I'd like to get the owner of the company's card today. Do you know who I could send it to? Like the application so they could just give me a card.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It rarely ever happens, but I, I need a favor today.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Is she so is she in there like already or you're you need to send the application and also get a card?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] No, I gotta send the application you gotta to get a card.
[AGENT][NEUTRAL] Um, I mean, have you ever, have you ever emailed uh [PII]?
[CUSTOMER][NEUTRAL] Uh, she's [PII], um, I, I wrote her an email 2.5 weeks ago. I know [PII]'s got [PII] like traveling on business.
[AGENT][NEUTRAL] Hm. Uh.
[CUSTOMER][NEUTRAL] [PII]'s gone today.
[CUSTOMER][NEUTRAL] Just to let you know.
[AGENT][NEGATIVE] Jeez.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEGATIVE] I wish they would have a little electronic board of who's in and out.
[AGENT][NEUTRAL] Yeah, honestly. Oh, [PII], [PII] is gone too.
[CUSTOMER][NEUTRAL] I mean,
[CUSTOMER][NEUTRAL] I don't know, I don't know.
[CUSTOMER][NEUTRAL] And, uh, you know, I haven't talked to her in like 6 months since they moved her over, but, uh, [PII] or [PII] or somebody that I need to, you know, put this, I'd like to get the card to her by the end of business today.
[AGENT][NEUTRAL] Um, and you wanna get, you wanna get her like a hard copy card, correct? Just making sure I understand.
[CUSTOMER][NEUTRAL] Because it's the [PII] effectively.
[CUSTOMER][NEUTRAL] Well, just a PDF and then I'll wait the 3 days, you know, and I'll give her her, uh, you know, yeah, I just need a temp card and then the hard card, yeah, they'll they'll mail out in 7 days.
[AGENT][NEUTRAL] Just like a a time card.
[AGENT][NEUTRAL] Can you.
[AGENT][NEUTRAL] Hold on, I'll put you on, I put you on hold really fast, hold on.
[CUSTOMER][NEUTRAL] Yeah, I got you. I know it's a learning curve. I get you. I hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi.
[AGENT][NEUTRAL] How are you?
[AGENT][NEUTRAL] 00 my goodness.
[AGENT][NEUTRAL] Well I got just a really quick question because I have [PII] on the phone um he has an application that like for a uh new enrollment and he typically sends it to [PII], but she's gone and like so is everybody else can he, can I, can he email it to you and then you send him a PDF card like immediately because he needs it it's the owner of the company that got missed.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] I know, right? I just didn't wanna say that we could do it if you didn't wanna do that.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] You know, I was like, I don't wanna.
[AGENT][NEUTRAL] Oh, and then, yeah.
[AGENT][NEUTRAL] Yeah, and then they're just always constantly asking.
[AGENT][POSITIVE] Yeah, he's sweet.
[AGENT][POSITIVE] Yeah, he said he's been dealing with her so OK well I'll jump back over and tell him and then cool thank you.
[AGENT][POSITIVE] OK awesome thank you.
[AGENT][NEUTRAL] You too bye.
[AGENT][NEUTRAL] [PII], are you still with me?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] OK, um, [PII], I just talked to her and she said that she would take care of it.
[AGENT][NEUTRAL] Have you ever emailed her before?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's
[CUSTOMER][NEUTRAL] Um, hold on, hold on, don't, you don't have to go through that. Hold on, I'll just go through my.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] List of thousands of people. [PII], I, I know I did. I know I have that in the past. Let me just see if I have it.
[AGENT][NEUTRAL] Yeah, you're fine.
[CUSTOMER][POSITIVE] Yeah I got it. OK cool alright I'll do it thanks I appreciate it.
[AGENT][NEUTRAL] OK, yeah, email her and she said about 5 to 10 minutes and she'll get it issued.
[CUSTOMER][POSITIVE] Alright cool thanks. Alright, thanks, [PII] right you take care.
[AGENT][POSITIVE] Yeah, have a good day. Bye.