AccountId: 011433970860
ContactId: 0b94c407-9a0e-438a-b1ce-a5c07d941324
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186660 ms
Total Talk Time (AGENT): 47645 ms
Total Talk Time (CUSTOMER): 107286 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/0b94c407-9a0e-438a-b1ce-a5c07d941324_20250331T20:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name, this is [PII] over in Broker Resources. Can you look at a group with me?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, let me, well, I just said that what I do the group number here it is. I'm sorry, it's 226-76.
[AGENT][NEUTRAL] 22676.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Actually, yeah, OK, sorry, I probably should just give you the policy number anyways, under that group there's an employee named [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so he, the account, the account manager was calling saying that we messed up on [PII] that we have that the sex listed as a female and it should be a male.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Let me correct that.
[AGENT][NEUTRAL] Oh, I see it.
[AGENT][NEUTRAL] Uh, yes, I can go ahead and correct it, correct it, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, perfect, that's that's number one and then I have another question when you're done with that.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, I have it correct. Now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So the other question when you're, are you ready?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, go ahead.
[CUSTOMER][NEUTRAL] OK, he's also the the brokers also asking on [PII], we terminated him because he's age [PII], but Florida has a rule that they're covered until age [PII].
[AGENT][NEUTRAL] Um, not anymore.
[CUSTOMER][NEUTRAL] Do you see that that's the reason that we not anymore, do you know when that changed?
[AGENT][NEUTRAL] Not anymore, yes. Uh, that changed last year. I don't know when exactly, um, last year, but it changed last year, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, I mean, I guess we're not aware of that on our side because I remember [PII] who manages [PII], made a comment about it that it's [PII] until [PII], so I'll check with her too to see if she's got notified on that. So, OK, so we did drop in because that rule changed. There's not a deviation for [PII] anymore until [PII] actually is [PII], and since he turned [PII] last year, right, in [PII], is that right? I can do my math, yeah, that's right, would have been last year.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] That's why because this should be [PII].
[CUSTOMER][POSITIVE] OK, that helps me.
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] And we'll call him back and let him know after I verify that. So thank you for making that change and thank you for answering my questions. I hope you have a great day.
[AGENT][POSITIVE] You're, you're welcome. You have a nice day too.
[CUSTOMER][POSITIVE] Thank you, [PII]. Thank you, [PII]. Bye-bye.
[AGENT][NEUTRAL] Bye.