AccountId: 011433970860
ContactId: 59d6e685-d34d-455e-84e5-06874422a686
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 76300 ms
Total Talk Time (AGENT): 29259 ms
Total Talk Time (CUSTOMER): 44691 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/59d6e685-d34d-455e-84e5-06874422a686_20250123T14:08_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, hi, I was just want, did they give me your this uh number here because I'm waiting to, uh, I'm waiting, um, that, uh, inform that paper information I need to do my taxes. What is it a W-2? I don't even know what's are you guys send that out.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Or
[AGENT][NEUTRAL] Are we sending your W-2?
[CUSTOMER][NEUTRAL] Cause I think you
[CUSTOMER][NEGATIVE] No, uh, at the end of the year I gotta do my taxes, but my tax guy is waiting because I pay insurance off my pocket, so they say I was supposed to get something from these guys.
[AGENT][NEUTRAL] OK, hold on one moment. I believe they have until the [PII] to have it sent out. Um, hold on.
[CUSTOMER][NEUTRAL] Oh, OK, that's why I just wanna check. OK, thank you.
[AGENT][NEUTRAL] Yeah, you're welcome. So yes, um, they, they have been mailed out. You should be receiving them by the [PII], I believe we have until the [PII].
[CUSTOMER][NEUTRAL] OK, great, that's all I wanna know. So I'll wait until I go to my tax guy. Alright, great. That's, that's all. I just wanna to check these guys are mail are all mailing it out because this is a new insurance I just got right.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right, beautiful then.
[AGENT][NEUTRAL] All right. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, no, no, I'm, I'm good, I'm good. I, I appreciate the help. I, I appreciate it, OK? Thank you, ma'am.
[AGENT][POSITIVE] Well, you're very welcome. Have a good day.
[CUSTOMER][NEUTRAL] Uh you too bye bye.
[AGENT][NEUTRAL] Bye-bye.