AccountId: 011433970860
ContactId: 59ff1c5d-f366-492b-af99-0dd89744a8e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283450 ms
Total Talk Time (AGENT): 50796 ms
Total Talk Time (CUSTOMER): 46678 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/59ff1c5d-f366-492b-af99-0dd89744a8e8_20250220T23:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Yes, this is [PII]. I called earlier today and they were supposed to send me a banking account, um, form to change plus my what my benefits are, and I've never received anything.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yeah, let's get that pulled up and we'll take a look. Give me just a moment.
[AGENT][NEUTRAL] You said it was [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] OK, um, that was [PII], correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I did send that email um.
[AGENT][NEUTRAL] It's showing it sent on my end. Do you wanna try, um, maybe we could try sending it to a different email?
[CUSTOMER][NEGATIVE] I haven't received
[CUSTOMER][NEUTRAL] No, that's my only email.
[AGENT][NEUTRAL] Hm, OK.
[CUSTOMER][NEUTRAL] And it should, it should go to it.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah, it's showing that it's sent [PII], correct?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, mhm, yes, I.
[AGENT][NEUTRAL] I know this is gonna be a silly question, but did you check um a junk or spam folder?
[CUSTOMER][NEUTRAL] Yes, I did.
[AGENT][POSITIVE] You did? OK alright well I could definitely try resending that. Sure I could try resending it again.
[CUSTOMER][NEUTRAL] Mhm. Can you try sanding it?
[CUSTOMER][NEUTRAL] Yeah, can you please
[CUSTOMER][POSITIVE] I appreciate it.
[AGENT][POSITIVE] Of course, yeah, sorry about that.
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] Can you tell me when you've sent it or why I should be looking for it.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Is there anybody there?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.