AccountId: 011433970860
ContactId: dbf4a278-aac6-43ac-b45a-2bc58c9b5ac7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 375940 ms
Total Talk Time (AGENT): 148521 ms
Total Talk Time (CUSTOMER): 115056 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/dbf4a278-aac6-43ac-b45a-2bc58c9b5ac7_20250325T15:11_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is.
[AGENT][NEUTRAL] Can I help you?
[CUSTOMER][NEUTRAL] Hey, hey [PII], this is [PII]. I'm in broker resources and I was trying to see, I have uh someone calling in for a particular person on your team, but I didn't know if you had direct extensions or could anyone help her.
[AGENT][NEUTRAL] We do have direct extensions. Um, who's she trying to get?
[CUSTOMER][NEUTRAL] Um, now I didn't forgot the name.
[AGENT][NEUTRAL] It's OK. What's the policy number or group number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEGATIVE] Oh, I didn't even get that far. She just says I'm calling back because I got an email from customer service.
[AGENT][NEUTRAL] Oh, that's probably a generic email from the your team, you know, tell them what it is. OK, send her over and I'll verify everything. Thank you.
[CUSTOMER][POSITIVE] You are amazing, thank you.
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How are you doing today?
[CUSTOMER][POSITIVE] Hi, [PII]. I'm doing great. How are you?
[AGENT][POSITIVE] I'm doing well, thanks for asking. Um, the representative that transferred you said you were inquiring to speak to somebody directly, um, but I think I can help you. So if you'll just let me know how I can assist you this morning.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, I was actually trying to reach [PII]. Now, I have been speaking to her since last week in regarding one of our groups. I'm calling from a broker and we're, um, this is in regard to one of our clients, 50 eggs. She actually told me that she does work with this group, um, so she, so me and her are working through his invoices.
[AGENT][NEUTRAL] Oh, you're working invoices.
[CUSTOMER][NEUTRAL] So I'm not sure if you can help me or if it yeah, if it has to go directly to her.
[AGENT][NEUTRAL] Yeah, it's gonna have to go directly to her um I don't have access to see what's going on. Let me get her on the direct line. What's the group number at least and your callback number and your name please?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, sure, let me give you that group number is.
[CUSTOMER][POSITIVE] Sorry about that.
[AGENT][POSITIVE] Oh no, you're fine, take your time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, group number is 26728.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and my callback number is [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Thank you for that. And what was your name again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right [PII], I'm gonna place you on a brief hold while I get her on the line to assist us further and just to verify, can you verify the group's name and mailing address before I transfer you just to make sure I've got the right group of.
[CUSTOMER][NEUTRAL] Group name is 50 Eggs Restaurant and address [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that is what we have on file. Thank you for that, [PII]. All right, I'm gonna place you on a brief hold while I get you further assistance. Is there anything else I can help you with before I transfer?
[CUSTOMER][NEUTRAL] No, that'll be all.
[AGENT][POSITIVE] Thank you for calling APL. You have a wonderful day and hold please.
[CUSTOMER][NEGATIVE] The person you are trying to reach is currently unavailable.
[CUSTOMER][NEUTRAL] Please leave a message after the tone.
[CUSTOMER][NEUTRAL] When you have finished, please.
[CUSTOMER][NEGATIVE] Deferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[AGENT][NEUTRAL] Hey, [PII], um, I've got a group on the phone. Well, it's the group, but it's the broker on the line, and she said that [PII] was, she's trying to get a hold of [PII] directly. Somehow she got sales and sales didn't know how to transfer. So I tried to transfer to [PII] direct, but I can't get her on the phone. She said that [PII] was helping her with some invoices on the group, so I didn't want to just tell her [PII] to call her back. So I was trying to see if maybe somebody in the billing.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can figure out what's going on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's group number 2,672,850 eggs Restaurant concept, and I do verify the address.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And like I said, she's with the broker's office. Her name's [PII].
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] The callback number is the one on the do you see the number [PII].
[CUSTOMER][POSITIVE] Yeah, I see it. Alrighty, I'm ready you can.
[AGENT][NEUTRAL] OK, OK. Yeah, that's your callback number um.
[AGENT][POSITIVE] You're a lifesaver is all. Thank you. You she goes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, no problem, no problem. Go ahead and send her, OK.
[AGENT][POSITIVE] All right. Have a good day, love. Thanks again. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] You're welcome.