AccountId: 011433970860
ContactId: 1d6d5b7e-822f-4394-b63c-a842eb5dab37
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159440 ms
Total Talk Time (AGENT): 46782 ms
Total Talk Time (CUSTOMER): 75454 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/1d6d5b7e-822f-4394-b63c-a842eb5dab37_20250604T15:31_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] on the broker resource team. Um, I need some assistance. I'm working with a broker and a customer, and I got their group account reregistered, but now she's trying to register for her new, you know, for her personal account for claims, and she has a new email address. Can you update that for me?
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Who does, the group or the individual?
[CUSTOMER][NEUTRAL] The individual, she's the group contact but now she's trying to file a claim on herself, so I just, her, she's had a last name change and all that so we've got all that updated. I just need, so OK, so, um, let me give you hold on a second, I just got out of her policy. Bear with me one second, so sorry.
[AGENT][POSITIVE] Oh yes, I can.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] She had a last name change. Hold on, trying to get her policy number. Her policy number is 2262373.
[AGENT][NEUTRAL] OK, hold on one second.
[AGENT][NEUTRAL] For [PII].
[CUSTOMER][NEUTRAL] Yes, yes, and so her email address has changed to [PII].
[CUSTOMER][NEUTRAL] 021 9.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alrighty, hold on one second. Did she need to talk to me or you just want me to change this for you?
[CUSTOMER][NEUTRAL] No, just change it. I'm, I've got her and the broker, so we're working on some other stuff, so I just need to get that taken care of for her.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Why won't just let me copy it. Hold on one second. Everything is all wonky.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, you should see it. Um, I've just saved it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Let me think other come on.
[CUSTOMER][POSITIVE] Yep it's out there thank you so very much I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] All right, bye bye