AccountId: 011433970860
ContactId: ac2f7654-4d9d-4344-a487-7d1ba428a68c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196020 ms
Total Talk Time (AGENT): 76051 ms
Total Talk Time (CUSTOMER): 86517 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/ac2f7654-4d9d-4344-a487-7d1ba428a68c_20250520T13:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII], and I'm calling for MDM Hotel Group. I'm calling from the broker's office.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um, I had sent uh an email late yesterday to AP sales, uh, to reinstate a member, and I didn't get a confirmation or I haven't heard back and I marked it as urgent. I'm just checking to make sure you guys received that.
[AGENT][NEUTRAL] Um, which one, what email did you send it to?
[CUSTOMER][NEUTRAL] Uh, hold on, let me go back. Uh, we have called and the representative told us.
[CUSTOMER][NEUTRAL] To send it.
[CUSTOMER][NEUTRAL] Why doesn't it come up?
[CUSTOMER][NEUTRAL] Hold on, give me a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Did you do [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, um.
[AGENT][NEUTRAL] And what is it? What group is it for?
[CUSTOMER][NEUTRAL] Uh, it's MDM Hotel Group number is 25578.
[AGENT][NEUTRAL] Um, yeah, it looks like we got it, um, yesterday at [PII], so it's just in the process of being worked.
[AGENT][NEUTRAL] Um, you should receive a confirmation today that it's been sent through, yeah.
[CUSTOMER][NEUTRAL] OK, I, I just wanted to make sure you.
[CUSTOMER][POSITIVE] OK, because normally when we send something in we get like an immediate confirmation hey we received it, it's being worked on.
[AGENT][NEUTRAL] Yeah, so last night at [PII] we.
[AGENT][NEUTRAL] It they might have just the department might have just been out for the day.
[AGENT][NEUTRAL] Um, so we're just, yeah.
[CUSTOMER][NEUTRAL] Yeah, no, no, I get it. It's just that, of course we missed this and she had an appointment and you know, you know how things get.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Sure, of course, yeah, but they.
[CUSTOMER][POSITIVE] If it, it can't go wrong, it will.
[AGENT][NEUTRAL] Right, yeah, they should put that through today though.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, will that generate an ID card for her or no?
[AGENT][NEUTRAL] Um, one, so we have to send it to new business and new business has to process it, they have to add it so depending on how long it takes for new business to put it in and it's not typically long, it's just they are the ones that have to do it.
[CUSTOMER][NEUTRAL] How long does the ID card take?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Sure
[CUSTOMER][NEUTRAL] So sure.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So as soon as they get them in um.
[CUSTOMER][NEUTRAL] OK, even, even though she was in the system from before.
[CUSTOMER][NEUTRAL] the
[AGENT][NEUTRAL] Uh, it's still a reinstatement, yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] OK, it works the same, got it.
[AGENT][POSITIVE] Yeah, yeah, yes, so it should be pretty quick, um, yeah, of course, have a good day.
[CUSTOMER][POSITIVE] OK. All right. All right. Thank you.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks bye