AccountId: 011433970860
ContactId: f2812060-f6f5-4c6e-9d98-f58f2d61f233
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125449 ms
Total Talk Time (AGENT): 29683 ms
Total Talk Time (CUSTOMER): 43559 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/f2812060-f6f5-4c6e-9d98-f58f2d61f233_20250304T16:33_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], um, my name is [PII], and I am an assistant to um an agent who's contracted with you guys, um, not sure if I have the right department, but needs to, um, change his bank information um for his commission deposits. Is there like a form he can fill out um to do that or how does he go about doing that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, so who, what broker are you with?
[CUSTOMER][NEUTRAL] Um, his name is [PII].
[AGENT][NEUTRAL] OK, let me just
[AGENT][NEUTRAL] Check on my side just to verify that he's.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um, OK, is it, is his email.
[AGENT][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] That it is.
[AGENT][NEUTRAL] OK, do you want me to send the form to him?
[CUSTOMER][POSITIVE] Yeah, that'd be perfectly fine.
[AGENT][NEUTRAL] OK, I will send him that form for commissions correct?
[CUSTOMER][NEUTRAL] Yeah, he just needs to change the bank, he's switching to a different bank, so.
[AGENT][NEUTRAL] OK, I will get it sent over to him.
[CUSTOMER][POSITIVE] Easy enough. Thank you so much.
[AGENT][POSITIVE] Yeah, of course I hope you have a good day.
[CUSTOMER][POSITIVE] You too. Thanks. Bye bye.
[AGENT][POSITIVE] Thanks, bye.