AccountId: 011433970860
ContactId: 6d08c64e-52de-4adb-bfcb-81584db1a248
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139589 ms
Total Talk Time (AGENT): 55579 ms
Total Talk Time (CUSTOMER): 40292 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/6d08c64e-52de-4adb-bfcb-81584db1a248_20250603T13:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. How are you?
[AGENT][NEUTRAL] Just fine. How are you?
[CUSTOMER][POSITIVE] Doing good. [PII], I'm looking for the commissions department.
[AGENT][NEUTRAL] OK, um, do you know exactly what you're needing? I have access to some of that. Can I help you?
[CUSTOMER][NEGATIVE] Yeah, I'm needing access to my cash. I should have had a direct deposit uh today and it's not there.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I think there, OK. May I ask who I'm speaking with?
[CUSTOMER][NEUTRAL] My first name is [PII] and my last name is [PII].
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let me pull up my chemist thing. Give me just one second.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's pulling up. It just takes a second. Bear with me just a minute.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What's your tax ID number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Let's see, OK, so we have a statement for [PII] to [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't like to go check the [PII] just trying to see if this one has.
[CUSTOMER][POSITIVE] Yeah, usually, I mean, I got my commission statement yesterday, and then when that happens, the very next day, the very next day, [PII], the the deposits are, are directly deposited into my account.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so you did get the statement, right? Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] That's, and I, I tried.
[CUSTOMER][NEUTRAL] No, no, I, I have the statement. I know, I saw the statement. I know the amount. It's like 85, 8500 and some change.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that's what I wanted to confirm which deposit we were talking about, but it didn't hit your account. OK, um, hold on just one, hold on just a second, let me check with [PII]. Mhm, OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Well, uh, call me back. Call me back because I have another call coming in, but call me back, please.
[AGENT][POSITIVE] OK, I sure will. Thank you. I'll call you right back.