AccountId: 011433970860
ContactId: 08bae9b7-d907-4440-b684-a04cd2281c8f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108089 ms
Total Talk Time (AGENT): 45161 ms
Total Talk Time (CUSTOMER): 50338 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/08bae9b7-d907-4440-b684-a04cd2281c8f_20250312T13:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from the broker associated Financial Consultants. How are you?
[AGENT][NEUTRAL] I'm well how are you?
[CUSTOMER][POSITIVE] I'm doing well, thank you. Um, I have a really quick question it's easy um group number 26,620 Morrison Medical Associates.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They have moved, um, it's actually the same address just moved to a different suite number and we just need to go find out how to go about changing their address.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, you can just email us with the new address and we can get that taken care of.
[CUSTOMER][NEUTRAL] OK perfect can you provide me with that email?
[AGENT][NEUTRAL] Yeah, sales.
[AGENT][NEUTRAL] Uh actually, um, since it's [PII].
[AGENT][NEUTRAL] Sales
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. I'm sorry, jeez too early [PII].
[CUSTOMER][NEUTRAL] Am so that's [PII].
[AGENT][NEUTRAL] That's it.
[CUSTOMER][NEUTRAL] OK, that's easy enough. And then in the email, does it, it could just be an email does it have to be on a letterhead, anything like that?
[AGENT][NEUTRAL] No, just an email and then we can get it processed.
[CUSTOMER][POSITIVE] OK, easy enough, perfect that's all I needed today. Thank you so much.
[AGENT][NEUTRAL] Yeah, just make sure that you put the group name on there. I'm sure you will, but just in case.
[CUSTOMER][NEUTRAL] And can it come from the broker or it has to come from the group?
[AGENT][NEUTRAL] Um, I think it could come from the broker. I think that's fine.
[CUSTOMER][POSITIVE] OK perfect thank you so much I appreciate it I hope you have a great.
[AGENT][POSITIVE] Of course. Yeah, you too enjoy. Bye.
[CUSTOMER][NEUTRAL] OK.