AccountId: 011433970860
ContactId: 116ff2e4-1c81-4235-b15f-4b00e4d8fc14
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150509 ms
Total Talk Time (AGENT): 73738 ms
Total Talk Time (CUSTOMER): 50743 ms
Interruptions: 1
Overall Sentiment: AGENT=2.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/116ff2e4-1c81-4235-b15f-4b00e4d8fc14_20250625T19:52_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is Molero Billing. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yeah, this is [PII].
[CUSTOMER][NEGATIVE] And uh I'm an agent and I'm having issues with this new format that you all have set up now on the website.
[CUSTOMER][NEGATIVE] Uh, I haven't been able to to set it up to where I can get my commission statements or anything off the site.
[AGENT][NEUTRAL] And you said your name is [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. Now the commission statement, the commissions all come to Moore Insurance group.
[AGENT][NEUTRAL] OK. Um, [PII], what's a good number to call you back just in case we get disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK [PII], what I'm gonna have to do is transfer you over to our um.
[AGENT][POSITIVE] Brokers resources and they'll be able to help you with that.
[CUSTOMER][POSITIVE] OK, that's good, thank you.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] No, I think that's it. Appreciate it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a wonderful day. If you'll hold on just a moment, I'll transfer you over.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] Thank you, bye bye.
[AGENT][NEUTRAL] Well, there we go.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hi, [PII], this is [PII]. Um, I have [PII] on the phone.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And a good call back number for him, he's an agent. Good callback number is [PII]. He's trying to get his, uh, commission statements and everything, and he said he's having a hard time getting on to the, uh.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] Yep, him and everybody else.
[AGENT][NEUTRAL] The site now.
[AGENT][NEUTRAL] I know, right? We have that with the groups too, so.
[CUSTOMER][NEUTRAL] Yes, OK, I know, OK.
[CUSTOMER][POSITIVE] Yeah, exactly, it's a mess. OK, thank you so much. I will definitely help them.
[AGENT][POSITIVE] Thanks, [PII], and you have a good day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Uh-huh, hm bye bye.