AccountId: 011433970860
ContactId: 72a542a2-52d1-46d6-94e1-9b78a09072f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 491730 ms
Total Talk Time (AGENT): 181779 ms
Total Talk Time (CUSTOMER): 232080 ms
Interruptions: 4
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/72a542a2-52d1-46d6-94e1-9b78a09072f0_20250115T19:57_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hey [PII], it's [PII]. He he oh my [PII], heck of a nice guy.
[AGENT][NEUTRAL] Hi [PII] how are you?
[CUSTOMER][POSITIVE] If I can say anything, hey honey, how are you?
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Hey, um, here's my best callback number if you need it [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So I'm gonna start off by saying there's gotta be a glitch in the matrix because I sent over on the [PII] new hires on behalf of a broker and uh let me give you the PRD number.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 24551, so that's 24551 and it's called venture out at Kajoki uh uh a.
[AGENT][NEUTRAL] And.
[AGENT][POSITIVE] Got it. I got it I got it.
[CUSTOMER][NEUTRAL] You know you got through it, yeah, it's been a long day of nothing but fires, so.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] I know there's a glitch because I don't know for every 100 emails they sent out one isn't, you know, it's a small percentage but it's been happening a lot lately so let me give you a um primary social and tell me when you're ready.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, or just give me the name. I've got the names up on my screen.
[CUSTOMER][NEUTRAL] Oh well, it's [PII], and he's not appearing on the OSC uh for whatever reason.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Yeah, he's not out here. Let me see if he's intending. Hang on.
[CUSTOMER][NEUTRAL] Yeah, and, and the brokers asking me what's going on.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You know, I'll fall on the sword, but there's 3 new hires that I sent over on the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Perfect. Let me, let me look. Hang on just a second. Let me pull up the folder because if you you emailed us on what day?
[CUSTOMER][NEUTRAL] Um, hold on, let me just call up my Catholic guilt. Hold on January, I'm sorry, [PII].
[AGENT][NEUTRAL] You're fine.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] My husband's birthday. OK, that's easy to remember. Let's see.
[AGENT][NEUTRAL] OK, let me go look at her real quick.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Well, I don't have a [PII] email, but let me look at here. Give me just one second because if you sent it over, we should have it.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, I know I'm like the man of mystery. I have like 3000 email addresses because of what I do. Sometimes I work for myself and other times I'm a G for other people, but I sent it on uh [PII] at [PII] underneath my work site benefits USA@gmail account. I mean, I can send you a copy. I could just forward it to you, but.
[AGENT][POSITIVE] Got you.
[AGENT][NEUTRAL] Understood.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's OK. Hang on just a second, let me just look really quick.
[CUSTOMER][NEUTRAL] Really
[AGENT][NEUTRAL] Go back to [PII] real quick at [PII] something I can do that real quick.
[CUSTOMER][POSITIVE] Yeah, you take your time. It's my only fire right now.
[AGENT][POSITIVE] OK, good
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] 2.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] That was the [PII].
[CUSTOMER][NEUTRAL] Let's [PII]
[CUSTOMER][NEGATIVE] Oh, no.
[AGENT][NEUTRAL] December was a busy month.
[CUSTOMER][NEUTRAL] Boy did I took this copy.
[AGENT][NEUTRAL] What was the title of the email?
[CUSTOMER][NEGATIVE] New hires [PII] under PRD and I screwed up the PRD number I put 4551.
[AGENT][NEUTRAL] 4551?
[AGENT][NEUTRAL] 245-51
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Well, yeah, I forgot the two in my subject line.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK, that's that's fine. Let me just search that because that should pop right up.
[CUSTOMER][NEUTRAL] And let me just search that because
[AGENT][NEUTRAL] Let's see, it didn't pop up. OK, great. OK, let's see.
[AGENT][NEUTRAL] Hm. Well.
[AGENT][NEUTRAL] Can you forward that to me? Just forward it to me and I will take care of it because I'm not finding it out here. I'm sure it's in here, but there's so many in here.
[CUSTOMER][NEUTRAL] You can just forward it to me
[CUSTOMER][NEUTRAL] No, I can only imagine if I have like 100 at least per day. I can only imagine what you guys are going through thousands, yeah, I know.
[AGENT][POSITIVE] No, we get a lot, yes.
[CUSTOMER][NEUTRAL] Now you got me thinking about Jer [PII] going a lot. I like it a lot, yeah, I'm so weird, so sorry, um, what's gonna be your email address?
[AGENT][POSITIVE] A lot, yes, yes, a lot, yes. I like it a lot, yes, yes, yes, yes, many.
[AGENT][NEUTRAL] Uh [PII], yeah, ends with [PII].
[CUSTOMER][NEUTRAL] What, what it can
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] What is the slicer, is that you?
[AGENT][NEUTRAL] [PII], uh huh, yep, SH, yeah, that's me.
[CUSTOMER][NEUTRAL] OK got it alright.
[CUSTOMER][NEUTRAL] Alright, I'm sending it right now, so just let me know it's of course it's got to go up to space through Starlink.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Of course, OK, got you.
[CUSTOMER][NEUTRAL] Tick yeah, TikTok the Chinese and then come back to you.
[AGENT][POSITIVE] Sure it won't take that long, hopefully.
[AGENT][NEUTRAL] refresh.
[AGENT][POSITIVE] Yeah, gonna take a minute for it to come through. Goodness, OK.
[CUSTOMER][NEUTRAL] Yeah, evidently one of the 3 new hires is asking me, you know, or asking the broker friend of mine where the card is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got you. I will, um.
[AGENT][NEUTRAL] Soon as I get it
[AGENT][NEUTRAL] So as it comes through, I'm just still waiting on it to show up. I will get on it and uh make sure it's been added and if not, I'll get it rushed and then when the ID card comes, um, I'll update you, um, I'll let you know and I can send you a copy if you need me to.
[CUSTOMER][NEUTRAL] I'll let you know
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Yeah, if you can just fix the the subject and put the two into the PRD so there's no confusion.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah, I still haven't came through yet.
[CUSTOMER][NEUTRAL] Maybe, maybe that's why um you would think isn't that weird that it hasn't.
[AGENT][NEGATIVE] No, we still should have been able to.
[AGENT][NEUTRAL] Yeah, it is weird.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Because I just emailed the broker the same file and she said I I had no doubt that you sent it. Thank you for calling and letting me know, but.
[AGENT][NEUTRAL] So she got it. I got stopped.
[AGENT][NEUTRAL] OK, so here, do you, OK, resend it to sales.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK, hold on.
[AGENT][NEUTRAL] The APO OK.
[CUSTOMER][NEGATIVE] That shit.
[CUSTOMER][NEUTRAL] I'll put the 2 in there anyway.
[AGENT][NEUTRAL] Yeah, that's fine.
[CUSTOMER][NEUTRAL] I did put it in the body of the email I send it to APL sales.
[AGENT][NEUTRAL] Uh huh, go ahead and send it there because I'm standing on top of that in folder right now.
[CUSTOMER][NEUTRAL] OK, APL Florida sales is that the one you want [PII] sales at APL?
[AGENT][POSITIVE] Yeah, yeah, go ahead and send it to that one, yes, yes.
[CUSTOMER][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] Because you have another one sitting out here that you sent at [PII] today, so we have that one for.
[CUSTOMER][NEUTRAL] Alright, it's um.
[AGENT][NEUTRAL] Has LLC.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Who knows
[AGENT][NEUTRAL] Ah, I see you.
[AGENT][POSITIVE] Works.
[AGENT][NEUTRAL] Work site benefits [PII] that you yeah, OK, got it.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][POSITIVE] Yep I got it. I'll take care of it, OK, and I'll let you know what I find out.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Alright, uh, alright, and, uh, I mean, I'll, I don't know what to tell you. I'll just tell the broker we'll, we'll fix it, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Just tell him that we're working on it. So with the tell him we have it and you're working to get the ID card and I'll get it to you as soon as I can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright thanks alright thanks [PII] alright bye.
[AGENT][POSITIVE] Uh, thank you. Uh, have a good day. Bye bye.
[CUSTOMER][NEUTRAL] You too.