AccountId: 011433970860
ContactId: a9347de1-dfdb-4ca6-9061-edeab7142205
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167119 ms
Total Talk Time (AGENT): 27229 ms
Total Talk Time (CUSTOMER): 33997 ms
Interruptions: 2
Overall Sentiment: AGENT=0.6, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/a9347de1-dfdb-4ca6-9061-edeab7142205_20241231T18:32_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII]. Um, I spoke to is [PII]?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Earlier and she's gonna email me a bank change for a commission check and I never did receive that, that was this morning.
[AGENT][NEUTRAL] OK, let me, let me check with her. Do you mind if I put you on a brief hold?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII], thanks for holding. Um, I spoke with [PII]. She got pulled into an urgent situation, but she is sending it to you right now.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, do you know if she sent it earlier because she had a question about my email being [PII] [PII] and the initial K needs to be in the middle of that.
[AGENT][NEUTRAL] No, she didn't, she didn't send it, so.
[CUSTOMER][POSITIVE] Oh, OK. All right, thank you very much. OK. OK. You too. You too. Bye-bye.
[AGENT][POSITIVE] Oh, no problem. I hope you have a great [PII]'s.
[AGENT][NEUTRAL] Mm bye-bye.