AccountId: 011433970860
ContactId: af857902-fd31-404b-9ef3-8d86e98a0eb1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195380 ms
Total Talk Time (AGENT): 38780 ms
Total Talk Time (CUSTOMER): 88588 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/af857902-fd31-404b-9ef3-8d86e98a0eb1_20250617T17:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] at NAS. How are you?
[AGENT][POSITIVE] Good. How about yourself?
[CUSTOMER][POSITIVE] I'm doing good, thanks.
[CUSTOMER][NEUTRAL] Um, can you look at a couple of different brokers for me and let me know if they have established new online access.
[AGENT][NEUTRAL] Sure, what are their names?
[CUSTOMER][NEUTRAL] Do you have that capability? OK. The first one is [PII] and his last name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] is [PII]
[AGENT][NEUTRAL] OK. Let me take a look.
[AGENT][NEUTRAL] Um, I am not seeing anything on that one, but I am happy to see if someone else can see if, if he still has a or if he has a broker account set up.
[CUSTOMER][NEUTRAL] OK, um, on second thought, I don't know that he has.
[CUSTOMER][NEUTRAL] OK, when I pull him up in the OSC I should be able to see if he has any groups listed under him, correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, I don't think he has any groups.
[CUSTOMER][NEUTRAL] Because there's nothing showing OK, I think he's um.
[CUSTOMER][NEUTRAL] Let me see who is the agent for Zoma.
[CUSTOMER][NEUTRAL] That is [PII]. OK, OK, so that tells me, you know, you don't need to ask anybody else. That tells me what I need to know on that. Um, OK, so let me ask you about one more. This one is for.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][POSITIVE] Dang it, I just had it, my apologies. I'm so sorry.
[AGENT][POSITIVE] You're good.
[CUSTOMER][POSITIVE] Thanks, thanks.
[CUSTOMER][NEUTRAL] OK, I can't find it.
[AGENT][NEUTRAL] That always happens.
[CUSTOMER][NEUTRAL] I'm, and as soon as I hang up with you I will find it, but I don't wanna tie you up so I'll, I'll, I'll run across it at some point. So, um, but yeah, no, this tells me what I need to know on Allen so.
[AGENT][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] No, no, no, it's good.
[AGENT][NEUTRAL] OK, if you want to send me.
[AGENT][POSITIVE] OK perfect if you wanna send me an email once you find it and I can take a look at that for you, OK?
[CUSTOMER][POSITIVE] Perfect. OK, thanks [PII].
[AGENT][NEUTRAL] Of course bye bye.
[CUSTOMER][POSITIVE] Have a good afternoon. Bye bye.
[AGENT][NEUTRAL] You too bye.