AccountId: 011433970860
ContactId: 5851984a-5427-45cc-b0d9-0cad8668128a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126239 ms
Total Talk Time (AGENT): 49132 ms
Total Talk Time (CUSTOMER): 65048 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/5851984a-5427-45cc-b0d9-0cad8668128a_20250102T20:53_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] Hi, [PII]. This is [PII]. Um, OK, so I was able to, um, to get on, to get online as far as like my commissions. I just reset my password. And, um, it, it, it says that, um,
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] I, I, I don't really understand it. Like the, um, is there a commissions department that I can talk with?
[AGENT][POSITIVE] Absolutely, absolutely. Let me see if she's available. Just one second, [PII].
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] She's actually in a meeting right now. Can I have her call you back?
[CUSTOMER][NEUTRAL] Sure, yeah.
[AGENT][NEUTRAL] OK, and a good number is the [PII]?
[CUSTOMER][NEUTRAL] Yep, that's it.
[AGENT][NEUTRAL] OK dokey, and I just realized I started my email to you and I don't think I hit the send button.
[CUSTOMER][NEUTRAL] Oh, is that right?
[AGENT][NEUTRAL] So let me get
[CUSTOMER][NEUTRAL] OK, yeah, because I hadn't, I hadn't heard back and I thought, well, I was able to like log on but then I, um, but then I didn't understand. I thought, well, I'll just give a call back but.
[AGENT][NEUTRAL] Yeah let me send that form over to you um I started as soon as we hung up and I got another call and just never hit that send button so let me get that sent over to you, OK?
[CUSTOMER][NEGATIVE] Well, I see the, the reason why, um, that I called back, I, I've, I've got an issue going right now with my bank because none of the carriers are able to put money in my account because I already told you about that earlier and but anyway, it's a mess, it's a mess. So I didn't know if you guys had tried to um deposit anything or not. I'm just trying to make sure there's not any money hanging out there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] OK, yeah, she'll be able to help you with that part of it. She'll see if if something bounced back in the meantime, let's get that account fixed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right awesome hey thank you seriously, thank you so much.
[AGENT][POSITIVE] You're welcome. You have a good afternoon. OK, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK thanks bye.