AccountId: 011433970860
ContactId: df867c72-251b-4b0a-9f96-a5bcaafcdf07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149470 ms
Total Talk Time (AGENT): 80564 ms
Total Talk Time (CUSTOMER): 50931 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/df867c72-251b-4b0a-9f96-a5bcaafcdf07_20250626T13:49_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you? Excuse me.
[CUSTOMER][NEUTRAL] Hi [PII], good morning. My name is [PII] and I need some assistance. I sent a request for one of our groups to get a copy of their Schedule A for their 5500, and I'm following up on that to see if I can actually talk to somebody because I need that urgently.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so if you've sent in, so you sent in an email?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so the the Schedule a request actually gets sent to the group contact.
[AGENT][NEUTRAL] Um, so we have a person that sends that out and it goes to the group's contact, so they've received it.
[CUSTOMER][NEUTRAL] I'm sorry you lost me there.
[AGENT][NEUTRAL] So whenever somebody sends ache a request we send it to somebody who sends it out to a different department and the actual Schedule A request does not get sent back to whoever requested it it gets sent to the group contact.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then you can request it from the group contact.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's what I'm saying. The group is the one that's asking me for the schedule release, so I don't know if that's been sent out. I'm trying to follow up on that.
[AGENT][NEUTRAL] Do you know when you sent it?
[CUSTOMER][NEUTRAL] Oh, I'll tell you right now.
[CUSTOMER][NEUTRAL] Back on the [PII] and then I sent another follow up yesterday.
[AGENT][NEUTRAL] And what email did you send it to?
[CUSTOMER][NEUTRAL] To.
[CUSTOMER][NEUTRAL] [PII]. [PII] and [PII].
[AGENT][NEUTRAL] OK, so none of those people are actually on our team. They're in a different department. You can send this um schedule request to [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[AGENT][NEUTRAL] That's probably
[AGENT][NEUTRAL] So, so like I'm just saying like [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], none of those people that you sent it to would be the one that would request it, so that might be why you haven't received it yet.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah and if you just send it yeah send it over and we'll get it sent over to who needs to send it out and he does, he, it's pretty quick so it would be today.
[CUSTOMER][POSITIVE] I'll send it there, thank you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Alrighty thank you.
[AGENT][POSITIVE] OK of course have a good day.
[CUSTOMER][POSITIVE] You too take care.
[AGENT][NEUTRAL] Right.