AccountId: 011433970860
ContactId: 6302abe1-2b58-4cad-b0b3-fd415b61e706
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196729 ms
Total Talk Time (AGENT): 53905 ms
Total Talk Time (CUSTOMER): 100504 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/6302abe1-2b58-4cad-b0b3-fd415b61e706_20250115T15:24_UTC.wav
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[AGENT][NEUTRAL] I guess.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII]. I've, uh, I've been an agent with you guys for a long, long time, but I left for a year and a half. My agency just came back. Um, there's a few things I think I need to get set up, um.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, you know what, [PII] is actually in the middle of getting me reappointed. I might have to wait on this, but I wanted to update my checking account that my commissions are put into. How, how do I need to go about that?
[AGENT][NEUTRAL] Yeah, we just need to send you an EFT form for you to fill out and then send back to us.
[CUSTOMER][NEUTRAL] OK, let me ask you this because I'm having, uh, I'm going, I'm doing the same thing with another carrier right now. Um, I will not have any checks or deposit slips for at least a week. Y'all y'all need a voided check?
[AGENT][NEUTRAL] Sure. Sure.
[AGENT][NEUTRAL] Uh, we do not need a voided check.
[CUSTOMER][POSITIVE] OK, this other company does, so that's great that y'all know.
[AGENT][NEUTRAL] I don't think we do, yeah.
[CUSTOMER][NEUTRAL] OK, um, and like I said, [PII], [PII] may send me an email later and say, hey, if you need to update your checking account, send me this, but in the meantime, do you mind sending sending me one of those forms?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Sure, yeah, what's your email?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] CG
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] But I gotta start giving out that email address to everyone again.
[AGENT][NEUTRAL] Mhm. Starting all over, huh.
[CUSTOMER][NEUTRAL] It's complicated on the yeah it's complicated on the phone.
[AGENT][NEUTRAL] I understand. Uh, let's see.
[AGENT][NEUTRAL] Should have an EFT, right?
[AGENT][NEUTRAL] Here.
[CUSTOMER][NEUTRAL] Are you in [PII] or [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I have to start realizing who and where I'm talking to again also.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] See what I had.
[AGENT][NEUTRAL] OK, I'll get an EFT form sent over to you um.
[AGENT][NEUTRAL] And then yeah just fill it out accordingly and send it back and we'll get it updated OK?
[CUSTOMER][POSITIVE] OK, and I may wait, like I said, to hear back from [PII] to see it because she may be doing that on her own, but I will definitely get it back to y'all.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Yeah, of course.
[CUSTOMER][POSITIVE] All right, well, I appreciate it.
[AGENT][POSITIVE] Yeah, happy to have you back. Let us know how we can help. Mhm.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][POSITIVE] Will do y'all have a great day.
[AGENT][NEUTRAL] You too, bye.