AccountId: 011433970860
ContactId: 64f0bd1a-8e11-440c-9c30-fe93394a7ac5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 675580 ms
Total Talk Time (AGENT): 108940 ms
Total Talk Time (CUSTOMER): 153775 ms
Interruptions: 3
Overall Sentiment: AGENT=0.3, CUSTOMER=-1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/64f0bd1a-8e11-440c-9c30-fe93394a7ac5_20250314T16:45_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, I, I missed a call from [PII] in the accounting or commission accounting.
[AGENT][NEUTRAL] All right. Let me see if she's available. Can I grab your first name, please?
[CUSTOMER][NEUTRAL] Can I talk to her?
[CUSTOMER][NEUTRAL] Oh, I'm sorry, it's [PII]
[AGENT][NEUTRAL] All right, [PII], thank you. And if anything happens, is [PII] a good callback number?
[CUSTOMER][NEUTRAL] Yeah, call me any time.
[AGENT][NEUTRAL] Alright, and it was [PII] you said in accounting?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You don't by chance have a last name or initial, do you?
[CUSTOMER][NEUTRAL] Oh, I know, I, I, I, how many do you have the name [PII] in accounting.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, let's see, she left a voicemail. Are you still there?
[AGENT][NEUTRAL] I'm still here, yeah.
[CUSTOMER][NEUTRAL] Oh, I was trying to go through the phone to see if I can get to the voicemail. I'm not even sure how to do that, but uh.
[CUSTOMER][NEUTRAL] Uh, let's see, contact voicemail there it is. It, it's, it's just says [PII] as APL.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, let me see if I can get in contact with her. Just one moment, please, OK?
[CUSTOMER][POSITIVE] Right, thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much for holding [PII]. I appreciate your patience. So it looks like [PII]'s not in the office right now. Um, I sent a message to give you a call back. Do you want me to try and call you?
[CUSTOMER][NEUTRAL] So, well, what about somebody just anybody in accounting, they just, they need my uh email address just to to send me something.
[AGENT][NEUTRAL] OK, do you have, is it?
[CUSTOMER][POSITIVE] Good is it
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] No, you go ahead.
[AGENT][NEUTRAL] Is it regarding your individual policies is that a group?
[CUSTOMER][NEUTRAL] Oh no, I'm an agent. I see here's what's wrong is I can't, I tried, I don't know how many times, uh, punching the different numbers to try to find somebody to get to so I could get to accounting. You're the first person that answered.
[CUSTOMER][NEUTRAL] So it all I'm trying to do is get to commission accounting to give somebody in there my email so they can change my bank account.
[AGENT][NEUTRAL] OK, alright, let me just get somebody in broker resources, [PII], one second.
[CUSTOMER][NEUTRAL] So it says [PII] Trigger around.
[AGENT][NEUTRAL] Uh, let's see.
[CUSTOMER][NEUTRAL] Now don't worry about it. Just send me just if you don't mind, just send me to that to that the the office please.
[AGENT][NEUTRAL] Alright, [PII], one second.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] For
[CUSTOMER][NEUTRAL] Transferring.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Hm
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], this is [PII] over in customer care. How are you today?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] I am good. Um, I have an agent on the line. His name is [PII]. He spelled it [PII] Um, he originally came on the line. He was asking for [PII] in accounting, and I could not figure out who he was talking about.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] He said he missed a call anyhow, he says he's an agent and he just needs to give us his email for like his commission is is that.
[CUSTOMER][NEUTRAL] Oh yeah, [PII], hang on, I think I have a note. Give me just a second. I think [PII] said somebody's supposed to be calling back to give their email. Yeah, that's him. Yeah, send him through. We'll take care of it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, girl, he was asking for like all these people and I'm like, I don't know who you're talking about. Oh yeah, yeah, yeah. OK. All right, you ready?
[CUSTOMER][POSITIVE] Right. Yeah. No worries. Yeah, I'm ready.
[AGENT][POSITIVE] OK, here he comes. Thank you.
[CUSTOMER][POSITIVE] Thank you. Uh-huh.
[CUSTOMER][NEUTRAL] Hi, is this [PII]?
[CUSTOMER][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Can you hear me? Hi, [PII], can you hear me? That's OK, no worries. This is [PII] who you talked to earlier. She's needing your email address. Can you give that to me and we'll get you taken care of. Yeah. I appreciate that's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, OK, um, you said [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am. OK. [PII]. I will get this over to her so we'll.