AccountId: 011433970860
ContactId: 87a7892e-49b9-4c98-a5d1-c5ee991f517c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195729 ms
Total Talk Time (AGENT): 75393 ms
Total Talk Time (CUSTOMER): 39018 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/87a7892e-49b9-4c98-a5d1-c5ee991f517c_20250416T18:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am. My name is [PII], and I'm a broker from uh [PII], and um is there a way you can send me a copy of my 1099 from [PII]?
[AGENT][NEUTRAL] Um, why, let me see if I can look you up very quickly.
[CUSTOMER][NEUTRAL] I went online. Well, I I actually I haven't. I have to change my password, but I can go online if it's online.
[AGENT][NEUTRAL] Um, let me see, and what is your last name, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alrighty, let me put you on a brief hold real quick and let me see if I can find that out for you, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Of course.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi. How do I get a broker's 1099?
[AGENT][NEUTRAL] You reach out
[AGENT][NEUTRAL] [PII], OK, cool.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Hello, this is [PII].
[AGENT][NEUTRAL] Hi [PII], this is [PII] in Broker Resources. How are you doing?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][POSITIVE] I'm doing good. Um, I have a broker on the other line and he was curious about getting his 1099, and I was curious if you would be able to speak with him. I can give you his tax ID number and his name as well.
[CUSTOMER][NEUTRAL] OK. What is that?
[AGENT][NEUTRAL] Which one would you want first, his name or tax ID?
[CUSTOMER][NEUTRAL] His name.
[AGENT][NEUTRAL] OK, it's [PII] and then last name is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and tax ID.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] OK, I'll be glad to talk to him.
[AGENT][POSITIVE] OK perfect thank you.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mr. [PII].
[AGENT][POSITIVE] Hey [PII], are you still there? Perfect.
[CUSTOMER][NEUTRAL] Yes. OK.
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] Alrighty, well I have someone on the line that can help you with your 1099, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you bye bye.