AccountId: 011433970860
ContactId: 7cee6cb5-4259-47b6-a58f-38f1e32deb5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183339 ms
Total Talk Time (AGENT): 60278 ms
Total Talk Time (CUSTOMER): 134566 ms
Interruptions: 6
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/7cee6cb5-4259-47b6-a58f-38f1e32deb5f_20250605T15:46_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII]. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Hey, good, um, hold on, let me just finish the sentence. Let me see if I can get.
[AGENT][NEUTRAL] They're fine.
[CUSTOMER][NEUTRAL] Uh, those reports from APL for you. Hey [PII], um, I have, uh, the risk management group, you know, I'm, I'm again a GA for a couple of brokers, and they can't download their commission statements. Is there a way, are you able to download them or we're just dead in the water?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, I can pull them. Hang on just a second, let me.
[CUSTOMER][NEUTRAL] OK, alright, I'll see if I can get those reports from APL and send them your ways and.
[AGENT][NEUTRAL] Let me just get my
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Are you wanting like their current ones for like May?
[CUSTOMER][NEUTRAL] Yeah, hold on, let me just, let me just send this email. Hold on, uh, and then I'll read what she wants.
[AGENT][NEUTRAL] OK, you're fine.
[AGENT][NEUTRAL] You're fine.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Get those reports.
[CUSTOMER][NEUTRAL] right
[CUSTOMER][POSITIVE] Thank God they played fast for an old guy.
[AGENT][POSITIVE] You're probably do better than I do. I feel like I type fast.
[CUSTOMER][POSITIVE] Yeah, somebody was, yeah, somebody was amazed that, that I mentioned, uh, because my wife's out of town, so I have two dogs and one is like [PII] old, and when the mom's not around, you know, my wife, the dog gets nervous. I ended up walking her at [PII], and then I played that, played a PlayStation until [PII]. My friend's like, man, and you're the only old guy I know. I go, yeah, I make a lot of [PII] cry on Fortnite, you know what that is. Um.
[AGENT][POSITIVE] Oh my gosh.
[AGENT][POSITIVE] Uh, that's awesome. Yeah, I do. That's awesome.
[CUSTOMER][NEUTRAL] Yeah, I'm pretty cool, you know, because I had 3 boys, so make me young, um, so she's saying, hey, good morning, this is, uh, contact. I'm unable, yeah, she's unable to access her commission statements, um, and she's probably looking just for June.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and who is this?
[CUSTOMER][NEUTRAL] Because I think I already sent April and May. Um, this is, um, well, her name is [PII] at the risk management group. Do you want me to email it or forward this email to you or no?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, just email yeah just send it to me directly, um, yeah, risk management.
[CUSTOMER][NEUTRAL] Sure, OK, uh sure, [PII].
[CUSTOMER][NEUTRAL] [PII], right? [PII], right?
[AGENT][NEUTRAL] Yeah, [PII], mhm. No, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh, so sorry. No, I got it. Hold on. Yeah, yeah.
[AGENT][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] There we are, OK.
[AGENT][NEGATIVE] I wish my last name is [PII] it'd be a lot easier.
[CUSTOMER][NEGATIVE] Yeah, I forgot. I, I was talking to [PII]. She was playing hooky and, and, uh, came into this mess, you know, not knowing.
[AGENT][POSITIVE] I know, bless her heart, I know.
[CUSTOMER][NEUTRAL] So I'm like, yeah.
[AGENT][NEUTRAL] I know, I wanted, I was gonna warn her, and I thought, no, I wanna let her enjoy her time off.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] I feel like you can't just watch her die in trouble in the corner or I don't know what her friends are for.
[AGENT][NEUTRAL] Yeah, it's like we'll fill her in when she comes in.
[AGENT][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Right, right, I just, I just sent you the email, so if you can just get me June, OK? All right, thanks. All right, bye, bye, bye.
[AGENT][POSITIVE] Exactly.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, no worries. You're most welcome. Have a good day, bye.
[CUSTOMER][NEUTRAL] Bye you too.