AccountId: 011433970860
ContactId: a70377df-2cc6-40ff-a9db-e2619f616fde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 72819 ms
Total Talk Time (AGENT): 32296 ms
Total Talk Time (CUSTOMER): 31914 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/a70377df-2cc6-40ff-a9db-e2619f616fde_20250204T15:57_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling ACL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm trying to find a form online for uh to switch my EFT for my commission payment.
[AGENT][POSITIVE] I can certainly send you that form.
[CUSTOMER][POSITIVE] Oh perfect.
[AGENT][POSITIVE] If you'll, if you'll tell me who I'm talking to and uh give me a good email, I will be happy to send that to you.
[CUSTOMER][NEUTRAL] Sure, this is [PII] with Martian McLennan Agency.
[AGENT][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] My email?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] No, what is that? What's your email?
[CUSTOMER][NEUTRAL] It is [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. Give me about 5 minutes and I should have that in your inbox.
[CUSTOMER][POSITIVE] Perfect, thank you so much.
[AGENT][POSITIVE] Oh, not a problem. Is there anything else I can help with?
[CUSTOMER][NEUTRAL] Nope, that'll be it.
[AGENT][POSITIVE] [PII], I hope you have a great day. Thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you. Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Bye-bye.