AccountId: 011433970860
ContactId: c56c2f09-5352-450a-9fbc-9fe486f3a4d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103139 ms
Total Talk Time (AGENT): 33032 ms
Total Talk Time (CUSTOMER): 40576 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/c56c2f09-5352-450a-9fbc-9fe486f3a4d2_20250305T22:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] on the care team. How are you?
[AGENT][POSITIVE] Hey, I'm good. How about you?
[CUSTOMER][NEUTRAL] I'm doing good. I just have a question. Do we, so I have a group on the line, they're asking for a W-9 with our new remittance address on it. Do we give that or because I offered to give it over the phone, I mean, not remittance.
[CUSTOMER][NEUTRAL] Address, the routing and account number.
[AGENT][NEUTRAL] Yeah, I have one I can send uh if you uh email me or ask them their email or if you already have it, I can email it to him.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Or I could give it to you. Let me see, hold on a second, so you have it. That would probably be nicer. Is it [PII] or what one in in your name?
[CUSTOMER][NEUTRAL] I mean,
[CUSTOMER][NEUTRAL] It's 2
[AGENT][NEUTRAL] OK, and [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, let me drag this over. Let's see where is it.
[AGENT][NEUTRAL] I'm gonna send it to you in um.
[CUSTOMER][NEUTRAL] I'm gonna check back with her. Hold on one second, OK?
[AGENT][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Hello [PII].
[AGENT][NEUTRAL] Hey.
[CUSTOMER][NEUTRAL] Hey, I think I just got it. Hold on. You sent it to me, right? Cause I think I just saw your name pop up.
[AGENT][NEUTRAL] Yeah, I put it in um Teams.
[CUSTOMER][POSITIVE] Yes. OK. Thank you very much.
[AGENT][POSITIVE] No problem. Glad I could help.
[CUSTOMER][POSITIVE] All right, have a good night.
[AGENT][NEUTRAL] You too, bye.
[CUSTOMER][NEUTRAL] Alright, bye bye.