AccountId: 011433970860
ContactId: db038bc5-09ff-4cb0-b517-db0c8359999f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192740 ms
Total Talk Time (AGENT): 55122 ms
Total Talk Time (CUSTOMER): 57933 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/db038bc5-09ff-4cb0-b517-db0c8359999f_20250314T15:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], uh, my name is [PII]. I am, uh, an old agent and I have, uh, my commission checks are going to, uh, uh, uh, an account that I had to close this week, uh, so I need to talk to accounting or whoever I talk to to change my bank information.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, we just for the um draft payments.
[CUSTOMER][NEUTRAL] No, my commission payments.
[AGENT][NEUTRAL] OK, OK, alright, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what was your last name, [PII]? I'm sorry.
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] OK all right thank you one moment [PII] I'm just gonna put you on a brief hold, figure out where I can send you for that.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Ping
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, this is [PII] over on the care team. How are you today?
[CUSTOMER][POSITIVE] Good how are you?
[AGENT][NEUTRAL] Doing all right, thank you. I have um he said he's an older agent on the line and he wants to change his bank information for his commission checks. Is that something you could help him with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I think that is billing.
[AGENT][NEUTRAL] OK, I was told broker resources but I'm not.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] That's OK. That's OK. You can, you, I mean, we'll, we'll figure it out. Go ahead and send him over and we'll figure it out.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I appreciate your help. This was when I was like I have no clue, um, his, his name is [PII].
[CUSTOMER][POSITIVE] Alright thank you
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yes, all right, are you ready for him now?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Alright I appreciate your help thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.