AccountId: 011433970860
ContactId: 67359475-ca39-4b29-aaf6-b8d20eaf0f2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 128630 ms
Total Talk Time (AGENT): 82327 ms
Total Talk Time (CUSTOMER): 32391 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/67359475-ca39-4b29-aaf6-b8d20eaf0f2b_20250113T18:42_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling the APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], I have 2 checks due to me.
[CUSTOMER][NEUTRAL] That I have in my, did I have it uh cash or deposited?
[CUSTOMER][NEUTRAL] Can I handle this over the phone or do I have to fax this piece of paper?
[AGENT][NEUTRAL] Oh, you'll prob, so you'll need to fax it to us or you can email it to us and I can give you an email address.
[CUSTOMER][NEUTRAL] OK, let me write that down.
[AGENT][NEUTRAL] This is for American public life, correct?
[CUSTOMER][NEUTRAL] It is
[AGENT][NEUTRAL] OK, and you're needing to send the paperwork in for um.
[AGENT][NEUTRAL] For your check information to replace the checks. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Yes, I can give you a fax number. Those will need to be faxed in or emailed in, but I can give you a fax number.
[CUSTOMER][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Uh, I think that
[CUSTOMER][NEUTRAL] I have the fax number. I just need the email.
[AGENT][NEUTRAL] OK, that is called certainly that is care team actually I think most people fax them because we can send it directly to the department from the fax that it goes to um.
[CUSTOMER][NEUTRAL] I don't have a fax machine.
[AGENT][NEUTRAL] Because I worked the faxes and I see them come through all the time. Um but I can give you an email just so you can make sure, but it's called [PII]
[AGENT][NEUTRAL] Then put the at sign.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, then [PII]. That's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][POSITIVE] Correct, yes sir.
[CUSTOMER][NEUTRAL] Alright, I'll send both of these pieces of paper.
[AGENT][NEUTRAL] OK. Is there anything?
[CUSTOMER][NEUTRAL] As soon as I get off the phone.
[AGENT][NEUTRAL] OK. Is there anything else we can help you with, sir?
[CUSTOMER][POSITIVE] That's it, thank you.
[AGENT][POSITIVE] Well thank you for calling APL. I hope you have a wonderful day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.