AccountId: 011433970860
ContactId: 42441648-d902-42cb-bde3-a1a4b49621a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196240 ms
Total Talk Time (AGENT): 83554 ms
Total Talk Time (CUSTOMER): 93798 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/42441648-d902-42cb-bde3-a1a4b49621a7_20250131T18:00_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]. How are you?
[AGENT][POSITIVE] Hey, [PII], I'm good. How are you?
[CUSTOMER][POSITIVE] Yeah no I was gonna get my favorite person.
[AGENT][POSITIVE] You're too sweet.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Well, I don't even honestly know if you can help me, but I was just gonna start calling numbers. I have somebody who has Class A stocks from his um mother who has since passed.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, like, like they have like I guess she bought stocks and APL back in the day. Do you have any idea of who I would send that to that could help him?
[AGENT][NEUTRAL] We're about to start ironing people here. Who would a customer go to?
[AGENT][NEUTRAL] With
[AGENT][NEUTRAL] APL starts.
[CUSTOMER][NEUTRAL] Yeah, Class A APL stocks.
[CUSTOMER][NEUTRAL] I know I've dealt with this before. I haven't been.
[AGENT][NEUTRAL] You, I'm gonna ask, I'm gonna check, I'm gonna check with [PII]. Let's see if she's in.
[AGENT][NEUTRAL] And and she's away.
[AGENT][NEUTRAL] Let's see if [PII] is available.
[AGENT][NEUTRAL] She's presenting
[AGENT][NEUTRAL] Let's try [PII].
[CUSTOMER][NEUTRAL] Of course.
[AGENT][NEUTRAL] And then let's see if [PII] is around.
[AGENT][NEUTRAL] No, OK.
[CUSTOMER][NEUTRAL] OK, [PII] said who class A stocks we don't sell stocks. Do they have the right company? Yeah, they have, yes we do. It's from years ago.
[AGENT][NEUTRAL] There, there is something that, that.
[AGENT][NEUTRAL] I'm thinking, yeah, years and years ago, um.
[CUSTOMER][NEUTRAL] Do a.
[CUSTOMER][NEUTRAL] Class A Fox.
[AGENT][NEUTRAL] Let's talk [PII].
[CUSTOMER][NEUTRAL] With APL on the.
[AGENT][POSITIVE] Good Lord. Oh, it's lunchtime. No wonder nobody's around. OK, love it.
[CUSTOMER][NEUTRAL] I know that's what I was, that's what I was about to go back and just be like, let me not leave you on hold, um.
[AGENT][NEUTRAL] No, no, no, you're fine. But I'm thinking start with [PII], I mean, uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] For for some reason I'm thinking Miss [PII]'s gonna know she's been with this company.
[AGENT][NEUTRAL] So she was, oh my God, like 40 some odd years.
[CUSTOMER][NEUTRAL] Forever.
[CUSTOMER][NEUTRAL] OK, let me go back.
[AGENT][NEUTRAL] And [PII] may even know [PII].
[CUSTOMER][NEUTRAL] Yeah, oh yeah, [PII], she might know too, um.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] OK, alright, let me, I might just have, I might just switch over and just tell him we'll call him back.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, [PII].
[AGENT][NEUTRAL] I looked and she was out.
[CUSTOMER][NEUTRAL] And oh yeah, and [PII] said [PII] too.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yeah, OK, so check with, I would start with [PII], just tell me he's gonna have to have somebody call him back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I will, thank you, appreciate you.
[AGENT][POSITIVE] OK, dear. All right, thanks bye.