AccountId: 011433970860
ContactId: 9c009e4d-6169-42af-869a-b8891c35c3ed
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 96580 ms
Total Talk Time (AGENT): 43860 ms
Total Talk Time (CUSTOMER): 69671 ms
Interruptions: 5
Overall Sentiment: AGENT=0.3, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/9c009e4d-6169-42af-869a-b8891c35c3ed_20250212T19:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], um, I just spoke to [PII], and she gave me an email address where I can send, um, basically I'm looking for a commission statement. She gave me an email address. I don't think I wrote it down correctly. Um, it's something like SS-sales. Does that sound familiar? You have an email? I think I missed something there.
[AGENT][NEUTRAL] Um, it's, it's.
[AGENT][NEUTRAL] Yeah, no, it's just so it's [PII] yeah, [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Oh [PII] and then [PII].
[AGENT][NEUTRAL] Uh, yeah.
[AGENT][NEUTRAL] Yep, and like a [PII] sales.
[CUSTOMER][POSITIVE] [PII], OK, OK, OK, uh, that makes that makes sense. I thought I was losing my mind there. OK, thank you, [PII] and I'm gonna send that right now. Thank you so much. Would you, do you have access to that email too?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] No, you're OK.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] We all do, yeah, broker yeah, broker, yeah, broker resources, all of us have access to that one.
[CUSTOMER][NEUTRAL] That uh inbox like do you all do?
[CUSTOMER][POSITIVE] Oh, OK, perfect. Alright, so I just wanna, I just sent it. I just wanna make sure somebody's getting it.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] Is that like did it go to a person or did it go into like AI or something? Never know.
[AGENT][NEUTRAL] No, it's, it, it's all, yeah, it's, it's [PII]'s folder, but we all help.
[CUSTOMER][NEUTRAL] Oh, OK, perfect. I see. Well I just said it, so hopefully, um, yeah, I don't mean to I I don't mean to keep calling but I, I sent this yesterday and just my, my accounting department's pressuring me to, to get something back from you folks so.
[AGENT][NEUTRAL] Yeah, so she's the main person over [PII], yeah.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Oh, of course, yeah.
[CUSTOMER][POSITIVE] All right thank you I appreciate your help.
[AGENT][POSITIVE] Yeah, of course, have a good day.
[CUSTOMER][NEUTRAL] Alright you too bye bye.
[AGENT][NEUTRAL] Bye.