AccountId: 011433970860
ContactId: 13a38697-653d-4378-bf89-0e495bd5243a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145029 ms
Total Talk Time (AGENT): 97648 ms
Total Talk Time (CUSTOMER): 83839 ms
Interruptions: 7
Overall Sentiment: AGENT=2.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/13a38697-653d-4378-bf89-0e495bd5243a_20250605T17:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. I know we talked, um, one of these other days, um, but I, I just was reaching out because our contact info for our APL rep, his name was [PII], but it seems like I don't know if if he's not with you anymore and they.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] He is not.
[CUSTOMER][NEGATIVE] Oh, see that's, I knew it because I was, I tried to call this line and everything like that. Well, who, who's gonna be our new rep because he never let me know or anything like that.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, it's a great question. Um, it's, to be honest, it's probably just, I mean.
[AGENT][NEUTRAL] Like just calling us.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Like broker resources, yeah, so the number that you just dialed in on, um, we do have a new person who took his um position so they have filled his position.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it could possibly be her, but I think she's still like in the process of just like learning and getting set up so um that announcement should be sent out. I that's what I'm assuming, but for right now anything that you need, you just call me or you just email [PII] and we can help you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So she'll probably reach out to me?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, that's awesome. I just, I just wanted to be able to update our information and know because it it used to.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Yeah, no, sorry that you didn't have that told to you, so sorry.
[CUSTOMER][NEGATIVE] Relay relayed relayed over to me, yeah, no, I it would have been, it would have been courteous for him to have done that, man. He, he didn't, he didn't seem like he lasted too long.
[AGENT][POSITIVE] Yeah, sorry about that. Apologize.
[AGENT][POSITIVE] Yeah, definitely, definitely would have been helpful.
[AGENT][NEUTRAL] No, that was just, yeah, a couple, I don't even know, to be honest, but yes.
[CUSTOMER][NEUTRAL] To be honest.
[AGENT][NEUTRAL] Yeah sorry that you are not reached out to.
[CUSTOMER][POSITIVE] Um, but I, we, we had [PII]'s, no, you're good, [PII]. We had [PII] for the longest time, and, and she was absolutely excellent. I know she got promoted or something like that, so look.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, she's amazing. She did, she did. Yeah, she's been here since the beginning of time and knows all the things, so.
[CUSTOMER][NEGATIVE] Our, our loss.
[CUSTOMER][POSITIVE] Yes, our loss on that situation, but um I guess whenever this new person comes up to date I'll know, but um for the time being I guess you're my you're my girl [PII], so thank you so much. I appreciate it, yes ma'am.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, just give me a call. Yeah, of course I you should have my direct line as well. I think I've emailed you back and forth a few times, so if you need to call me directly, please, yeah, call me directly or email me directly, yeah, and I'll, I'll get whatever is needed.
[CUSTOMER][NEUTRAL] Yes, ma'am, I do.
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] Yes ma'am. You're, you're a dream. I appreciate it, [PII]. Thank you so much.
[AGENT][POSITIVE] Well, thank you. I appreciate you. Yeah, I hope you have a great day. Bye.
[CUSTOMER][POSITIVE] Take care.
[CUSTOMER][NEUTRAL] Yes ma'am bye.