AccountId: 011433970860
ContactId: 8850784f-c1e7-4a2a-96d5-f8171085df08
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 386579 ms
Total Talk Time (AGENT): 91396 ms
Total Talk Time (CUSTOMER): 144849 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/8850784f-c1e7-4a2a-96d5-f8171085df08_20250617T16:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Thank you for
[CUSTOMER][NEUTRAL] [PII], hi, I got a letter. I'm an agent and I got a letter that says y'all gonna, y'all did not receive my Arizona omissions, and it's signed by [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] A fontanet, can you look at can you I, I have sent it in and I just resend it. Can you look into this for me please?
[AGENT][NEUTRAL] Um, sure, and what was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And how do you spell [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK perfect let me put you on a brief hold, OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK cool.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] She's listening to music.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes, yeah, I am.
[AGENT][NEUTRAL] OK, perfect. I am not seeing that um certificate for ENO. Do you know who you sent an email copy to?
[CUSTOMER][NEUTRAL] Um, I'm looking at right it says uh.
[CUSTOMER][NEGATIVE] Hold on, you better hear me better.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It says I just responded to APL dash agent appointments.
[AGENT][NEUTRAL] OK, OK, um, could you forward that to me and then I'll make sure that they get it and get it submitted.
[CUSTOMER][NEUTRAL] Alright, what's your email?
[AGENT][NEUTRAL] It's gonna be [PII]
[CUSTOMER][NEUTRAL] That's my daughter's name.
[AGENT][POSITIVE] It's a great name. [PII].
[CUSTOMER][NEUTRAL] All right, uh huh.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] You you said [PII] right?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh, yes, ma'am, [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Wait at [PII]
[AGENT][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] [PII]. So [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm just gonna say here you go and can you just let me know that you got it?
[AGENT][POSITIVE] Yes, absolutely.
[CUSTOMER][NEUTRAL] So the [PII]
[CUSTOMER][NEUTRAL] Uh, OK, I just sent it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, but, um, just, you know, I, I, I because I just sent you an email a few minutes ago to that APL. agent appointment and I just said that I said hey you know was emailed 5125 so I don't know I don't know how they didn't get it.
[CUSTOMER][NEUTRAL] I mean the email said it went through.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Yes, I received your email. Let me just make sure it's up to date.
[CUSTOMER][NEUTRAL] Yeah, [PII] Duran 3730867 is my number final notice.
[CUSTOMER][NEUTRAL] Yeah, but it shows that I sent, sent it to y'all.
[AGENT][NEUTRAL] Yeah, it looks like it expires [PII], so you should be good for a little bit.
[CUSTOMER][NEUTRAL] Uh huh.
[AGENT][NEUTRAL] OK, I will pass this along to them as well and um just make sure that they get that.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, please send me back uh uh an email telling me that it's it's been renewed because it looks like [PII] is my last day.
[CUSTOMER][NEGATIVE] And today's the [PII]. It made me sweat it out.
[AGENT][NEUTRAL] Yes, yes, yes, um, so just as a heads up, you will, you will get an email again, um, in October or possibly September saying hey we need your new errors and emissions um just as a heads up.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] I don't have it, yeah, well, OK, so I'll look forward to getting your email telling me that I'm, I'm cool.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, sounds good.
[CUSTOMER][POSITIVE] If you have, yeah, OK, [PII], you're the best. Hey, God bless you, OK, alright, cia. OK, bye bye.
[AGENT][POSITIVE] Alrighty.
[AGENT][POSITIVE] Alrighty you as well have a great day bye bye.