AccountId: 011433970860
ContactId: d13b77c8-36a5-4f82-8055-f490765a10da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160759 ms
Total Talk Time (AGENT): 59577 ms
Total Talk Time (CUSTOMER): 52097 ms
Interruptions: 1
Overall Sentiment: AGENT=3.7, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/d13b77c8-36a5-4f82-8055-f490765a10da_20250203T13:55_UTC.wav
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[AGENT][POSITIVE] Morning, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, I need, uh, commissions to see how much my 1099 will be this year, please.
[AGENT][NEUTRAL] All right, I can help you with that. And what is your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, do you want my
[AGENT][NEUTRAL] And your phone number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, do you mind holding just one moment? Let me get you to the um department that can help you with that.
[AGENT][NEUTRAL] Commission
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] You know, agent staff. Goodbye.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][POSITIVE] Hi, [PII], it's [PII]. Happy Monday morning.
[CUSTOMER][POSITIVE] So excited. How about you?
[AGENT][POSITIVE] I'm feeling it. I'm just trying to hold back the excitement.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What's going on?
[AGENT][POSITIVE] Oh, hey, we're blessed to have another Monday, aren't we? I've got [PII] on the line, and he wants to know his commission so I know how much his 1099 is going to be.
[CUSTOMER][POSITIVE] Exactly.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, send him my way.
[AGENT][NEUTRAL] Oh, you need a callback number. It's the one that's gonna pop up on his, on the ID.
[CUSTOMER][NEUTRAL] The [PII]?
[AGENT][POSITIVE] You got it.
[CUSTOMER][NEUTRAL] Send them my way.
[AGENT][POSITIVE] All right. Thanks, [PII]. You have a wonderful day. Let me get him on the line. One moment.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Alright, Mr. [PII], I've got [PII] on the line. She's going to assist you further and I hope you have a wonderful day and thank you for calling APL. Thank you. Bye bye.
[CUSTOMER][POSITIVE] Uh thank you, yeah, OK.
[CUSTOMER][NEUTRAL] Good morning this is [PII]. Hey [PII], how you doing? I understand you know what do you know how much income was sent to my corp this year or no?
[CUSTOMER][NEUTRAL] I wouldn't know unless I get a hold.