AccountId: 011433970860
ContactId: d50af617-bd7c-4451-af24-09e2bec14ef4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232759 ms
Total Talk Time (AGENT): 104212 ms
Total Talk Time (CUSTOMER): 116652 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/d50af617-bd7c-4451-af24-09e2bec14ef4_20250609T19:08_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL.
[CUSTOMER][NEUTRAL] Hey, who is this in um broker resources?
[AGENT][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Who am I speaking with?
[AGENT][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] I thought so, [PII]. Hey, it's [PII].
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] I think you have my direct line, don't you? No, I'm kidding.
[CUSTOMER][POSITIVE] I'm so sorry, how are you doing?
[CUSTOMER][NEUTRAL] It seems like it. I promise I'm calling the [PII].
[CUSTOMER][NEUTRAL] I promise, um, because I know on phones I keep call the the extension so I'm calling the [PII].
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, I have an email from [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, from and from
[CUSTOMER][NEUTRAL] Um, they're stating that, and I, and I don't know who this, the veneration team.
[CUSTOMER][NEUTRAL] And direct contact [PII].
[AGENT][NEUTRAL] I have
[CUSTOMER][NEGATIVE] So that she's unable to.
[CUSTOMER][NEUTRAL] Log in
[CUSTOMER][NEUTRAL] They needed the invoice. I'm emailing them with the email but.
[CUSTOMER][NEUTRAL] Is the veneration team a part of NA uh NAS, or I don't know who the veneration team is.
[AGENT][NEUTRAL] I don't think so. I have no, I've never heard of that.
[AGENT][NEUTRAL] So I'm not really sure.
[CUSTOMER][NEUTRAL] So the veneration team, B E N E R A T I O N team and direct contact [PII]. Now they were asking for the invoice for group number 25469.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So you're giving the invoice, but you're like I think that is I mean are they not referring to themselves or I mean like who normally pulls the invoice?
[CUSTOMER][NEUTRAL] That's not
[CUSTOMER][NEUTRAL] I, I, I don't know, but she, she just says the veneration team and direct contact [PII], who's not the contact for the group, reached out this afternoon. She wasn't able to log into the AP APL portal.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh yeah, that.
[AGENT][NEUTRAL] Right, so that's gonna be whoever it is that that normally pulls their invoices.
[CUSTOMER][NEUTRAL] For the group, not the not the broker.
[AGENT][NEUTRAL] So that's that.
[AGENT][NEUTRAL] Right, mhm, so they have somebody servicing their broker or their group like a third party and those third parties will have logins as well. Mhm so basically they just have to set up another a new one just like everybody else has had to do.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] You know, it's been so fun. Are we? I'm not sure about that. No, I'm kidding.
[CUSTOMER][POSITIVE] We're gonna make it through it.
[CUSTOMER][NEUTRAL] I know I'm beginning to wonder myself.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh [PII].
[AGENT][NEUTRAL] That's what, that's what they keep saying is we're gonna make it through, but I'm, I'm not sure if we're gonna make it through. No, we will.
[CUSTOMER][POSITIVE] For sure.
[CUSTOMER][NEUTRAL] Uh, I'm beginning to wonder myself, so I would just send them, OK, I know what to do now.
[AGENT][NEUTRAL] OK, ma'am. Well, you are welcome. If you need anything else. No, hey, that's what we have phones for, right?
[CUSTOMER][POSITIVE] I do appreciate your help.
[CUSTOMER][POSITIVE] Thank you, [PII]. Hopefully I won't have to bug you anymore.
[AGENT][NEUTRAL] So you can, so we can all reach each other.
[CUSTOMER][POSITIVE] That's right. I hope you have a great day.
[AGENT][NEUTRAL] Bye you too.
[CUSTOMER][POSITIVE] That's right, so we can help each other. That's right.
[AGENT][NEGATIVE] Mhm, yeah, because nobody else is helping us. No, I'm kidding, I'm kidding. Everybody's helping, I know. It's a hard time for all of us.
[CUSTOMER][POSITIVE] That's right. That's right. We're gonna make it there. Mhm, mhm, mhm.
[AGENT][POSITIVE] We are mhm, sooner or later. All right, well have a good day. Thank you.
[CUSTOMER][NEUTRAL] We're gonna make
[CUSTOMER][POSITIVE] Thank you, [PII], you too. Take care.
[AGENT][NEUTRAL] All right bye.