AccountId: 011433970860
ContactId: 2f9deaab-f34a-4ee7-bded-be55cfc4ad48
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 239869 ms
Total Talk Time (AGENT): 56808 ms
Total Talk Time (CUSTOMER): 115808 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/2f9deaab-f34a-4ee7-bded-be55cfc4ad48_20250116T16:02_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII].
[AGENT][NEUTRAL] Hey, [PII].
[CUSTOMER][NEUTRAL] Are you busy?
[AGENT][NEUTRAL] Um, evidently I'm the only one on phones.
[CUSTOMER][NEUTRAL] Oh bless you. I'm like you can tell me that's a stupid question because I, I know you're busy, so, um, OK, I, well, so we, we're trying to figure out it looks like Benefit Mall sent something to us and to the Florida sales inbox.
[AGENT][NEUTRAL] What can I do for you?
[CUSTOMER][NEUTRAL] We can't find it on our end at all and plus you guys didn't send a got it so I think the problem lies on the sender side but I was gonna see if you can search it and see if you see anything.
[AGENT][NEUTRAL] OK, what was the group, [PII]?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] So the group is Builders Choice.
[CUSTOMER][NEUTRAL] And in the subject line it there's no apostrophe so it's just builder's choice new business [PII].
[CUSTOMER][NEUTRAL] And it was sent from a
[AGENT][NEUTRAL] A new business is spelled out?
[CUSTOMER][NEUTRAL] Yes, new business, two words and then [PII].
[CUSTOMER][NEUTRAL] And it was sent from a [PII] on [PII].
[AGENT][NEUTRAL] Let me see if there's anything.
[AGENT][POSITIVE] Good [PII]. I just got in from a doctor's appointment and they're making me
[AGENT][NEUTRAL] Log in with a verification code to my email.
[CUSTOMER][POSITIVE] Oh, take your time, honey. Take your time. I'm not in any hurry.
[CUSTOMER][NEUTRAL] go and get the dogs.
[CUSTOMER][POSITIVE] OK, love you.
[AGENT][NEUTRAL] Was this a new group?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see if we have something that maybe somebody moved to complete it. I'm not seeing that anywhere else.
[CUSTOMER][NEUTRAL] Well, if you, if you don't see it, I, I think it's a problem from who sent it.
[CUSTOMER][NEGATIVE] To me, and I hate to even say this is it looks like she created.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You know the header where you see the from sent to CC subject that looks created to me on my side like.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] I don't, I don't, I don't know. It just looks funny on my side, so she sent or [PII] sent me a screenshot of it and I said [PII], this doesn't even look right.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So if you're not seeing it, then it's something on their side.
[AGENT][NEUTRAL] Yeah, I'm, let me check this other folder.
[AGENT][NEUTRAL] Nothing there.
[AGENT][NEUTRAL] And you're saying it went to the [PII] sales?
[CUSTOMER][NEUTRAL] Can you see
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I see your email and then I see [PII] so came in today at [PII].
[CUSTOMER][MIXED] OK, but nothing before then.
[AGENT][NEUTRAL] Uh uh.
[CUSTOMER][NEUTRAL] OK, I didn't think so. Can you see if a group folder was created?
[AGENT][NEGATIVE] I did and there's no group folder that was created.
[CUSTOMER][POSITIVE] Awesome. OK, that's what I need to know. OK, my dear, thank you so much.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] All right, we'll talk to you later.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] OK.