AccountId: 011433970860
ContactId: 216cfb1d-7df4-443c-ab30-e670daadc110
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137949 ms
Total Talk Time (AGENT): 57171 ms
Total Talk Time (CUSTOMER): 81287 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/216cfb1d-7df4-443c-ab30-e670daadc110_20250121T20:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with the care team, and I have a quick question. I'm wondering if we can do something or if we need an email requesting it done. Um, I'm looking at a group, group number 26909.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm on the line with the broker and he, uh, the name for the contact was put in wrong it should be [PII], which means the email was put in wrong. Is that something that we can change like over the phone or do they have to send an email from the broker's office requesting that change?
[AGENT][POSITIVE] I would definitely get an email just for any changes that need to be made on there yeah.
[CUSTOMER][NEUTRAL] Get an email.
[CUSTOMER][POSITIVE] OK, perfect. So, um,
[AGENT][NEUTRAL] If I have something to back it up.
[CUSTOMER][NEUTRAL] That makes sense. I just wanted to make sure I didn't know if it if it was with a broker, if it was something different than the just the group or if it had to be the email but.
[AGENT][NEUTRAL] Either the broker or the group, either one can send it to us, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But always an email that way we have it on file.
[AGENT][NEUTRAL] I would think, well, now that I say that, I would definitely say it from the broker just speak with the the agent because the email is gonna be different from what it comes from, um.
[AGENT][NEUTRAL] [PII] might be where it comes from, but I would definitely just say like from the, it looks like [PII] email, I think that would probably be best.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] You know what I mean? Like so that we know it's coming from a legitimate source.
[CUSTOMER][NEUTRAL] OK, yeah, his, um, his email like is, um, the same as the agent one on file. I mean he has a different name than [PII], but like I can, I can ask him to send an email just giving us that updated uh spelling on the name and the email address and that way will, we will get it taken care of for him.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, yeah we could definitely do that.
[CUSTOMER][POSITIVE] Perfect. And is it roughly 24 hour turnaround time on that?
[AGENT][NEUTRAL] Um, well, usually if it's put into the hub, you know, it's, we work on those daily, so I would think at the very least, it just depends on, I guess what time of day he turns, he sends over the email and it gets submitted to the hub.
[CUSTOMER][NEUTRAL] Send it in.
[CUSTOMER][POSITIVE] OK perfect I'll let him OK I'll have him send an email then I just wanted to make sure um that I had the right thing that I'm good.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's all, thanks.
[AGENT][POSITIVE] Mhm. No problem. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks bye.