AccountId: 011433970860
ContactId: 7b24e559-412c-4f51-a656-7238350e648f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137649 ms
Total Talk Time (AGENT): 43122 ms
Total Talk Time (CUSTOMER): 68297 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/7b24e559-412c-4f51-a656-7238350e648f_20250304T18:56_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling. This is Can I help you?
[CUSTOMER][NEUTRAL] Hey, yes, hi, good afternoon, um, I'm calling because I wanted to set up an appointment as a broker with your company, um, and I wanted to know more information on how I can do so. I went ahead and I filled out an application online, but I, I had a, a voicemail and I haven't been able to get a hold of anybody.
[AGENT][NEUTRAL] OK, you filled out an application through no more forms or just to talk to somebody about getting appointed?
[CUSTOMER][NEUTRAL] So on the, on the website, it has become an APL broker partner and I entered my information and I did get a call back and then when I call back I'm not able to get a hold of anyone.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And what is your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, I'm sorry, you kinda broke up. What is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And [PII], where are you located?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's a good number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you have an email address that they might be able to reach you at?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh [PII].
[CUSTOMER][NEUTRAL] So [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I will pass this over to our [PII] office and um have somebody give you a call then, OK?
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] And not a problem at all. Is there anything else I can help you with, [PII], while I have you on the phone?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] That would be all.
[AGENT][POSITIVE] OK, well thanks so much for calling APL you have a great afternoon, OK?
[CUSTOMER][NEUTRAL] Likewise, bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.