AccountId: 011433970860
ContactId: a54787bd-dec7-4e41-8a46-135cab6457fe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159440 ms
Total Talk Time (AGENT): 47134 ms
Total Talk Time (CUSTOMER): 74686 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/a54787bd-dec7-4e41-8a46-135cab6457fe_20250429T13:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Uh, yes, good morning. Um, I'm calling from a broker in [PII]. We received a letter in the mail saying that um our one of our producers is being his appointments being canceled because you're telling him that we don't have an errors in admission certificate sent to you. I've sent this to you all twice already and yet you still keep doing this to me.
[AGENT][NEUTRAL] OK, well
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] What what email did you send it to by chance?
[CUSTOMER][NEUTRAL] Um, hang on, let me find it.
[CUSTOMER][NEUTRAL] When I talked to someone the last month, you told me that you had it, and
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Huh, OK.
[CUSTOMER][NEUTRAL] Yeah, let me find my sent mail here.
[AGENT][NEUTRAL] What, what is the broker's name? I can see if we have that on file.
[CUSTOMER][NEUTRAL] Um, the last name, I'll spell the last name, it's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, is the first name [PII]?
[CUSTOMER][NEUTRAL] Then, mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, I'm seeing that it expires in [PII], the one that was provided to us.
[AGENT][NEUTRAL] Um, is that the correct one that you're referring to?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK perfect um I will forward this along to our appointments and application um department and see if we can get that fixed for you. What is your number and I can give you a call back and and let you know an update on that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Sure, my number that's fine. My name is [PII] and my number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] wait a minute, let me give you another one, sorry. [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect. I will, I will give you a call back in a few minutes OK [PII]?
[CUSTOMER][NEUTRAL] That's my office.
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][NEUTRAL] Of course. Bye-bye.
[CUSTOMER][NEUTRAL] All right bye bye.