AccountId: 011433970860
ContactId: 51f2e6d9-e209-4024-ad75-bf286c003462
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 106099 ms
Total Talk Time (AGENT): 44407 ms
Total Talk Time (CUSTOMER): 68693 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/51f2e6d9-e209-4024-ad75-bf286c003462_20250212T19:40_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] You there, I'm sorry, was your name [PII]? Is that what you said?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, [PII]. Hi, my name is [PII]. I'm calling from [PII].
[CUSTOMER][NEUTRAL] Um, and I sent him, and I sent an email this morning. I don't even know if I'm calling the right department. Hopefully I am. Is this the sales department?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's broker resources.
[CUSTOMER][NEUTRAL] For sales research. OK, perfect. I think I'm in the right spot then. um OK, so I sent an email yesterday and then follow up today. I needed a commission statement and I sent the back up the check and everything. I'm not sure. Do you have access to the email that I sent? Uh let me see when I sent it yesterday, give you an exact time. Sure, it's [PII] and I sent it.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, and tell me your name again?
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] At [PII] yesterday and I'm in Eastern time if that means anything to you.
[AGENT][NEUTRAL] I don't see the one from um yesterday, but I do see the one from today.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, OK. I don't know if I should reforward it because there's an attachment on it, so you might need to, um.
[AGENT][NEUTRAL] Yeah, I will need the attachment, so if you can forward that we can um work it as soon as we can.
[CUSTOMER][NEUTRAL] OK, and should I send it to the [PII]?
[AGENT][NEUTRAL] Uh, go ahead and send it to send it to [PII].
[CUSTOMER][NEUTRAL] Or is there a different email?
[CUSTOMER][NEUTRAL] Uh-huh
[CUSTOMER][NEUTRAL] Um, what was that SO or SL? I couldn't hear you.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] and that way it will get to um the right colleagues.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect thank you so much for that. I appreciate it.
[AGENT][POSITIVE] Oh, not a problem, [PII]. Have a great day.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Um bye-bye.