AccountId: 011433970860
ContactId: 253b2671-ff47-4034-a501-225dc6716598
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157729 ms
Total Talk Time (AGENT): 51279 ms
Total Talk Time (CUSTOMER): 68864 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/253b2671-ff47-4034-a501-225dc6716598_20250624T20:28_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL is is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] over Broker Resources. Um, I have a question. If we need to have the contact updated on a group, who's handling that on the is y'all team handling that, or is the care team or customer service handling that?
[AGENT][NEUTRAL] Um, the request will go to the care team and then they'll assign it in the hub like based on um like the state, um, like who because billing does it, but it depends on like what group it is, um, like as far as who does it, yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so if I can you update one for me based off of the phone call that I have right now?
[AGENT][NEUTRAL] Yes, I can, but I need to, um, can you send it to me like in an email, um, after the call just because we have to log it, we have to upload it on base.
[CUSTOMER][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, OK, yeah, she's that they're needing to urgently get on to pay their bills, so do you want me to send it to you directly?
[AGENT][NEUTRAL] Yeah, can you just send it to me, um, can you just send it to me in an email real quick? Yeah, bree. Health, and I'll update it right now.
[CUSTOMER][POSITIVE] Yeah, I can send it right now actually.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You need to update contact information to [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] below
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] It is 89887.
[CUSTOMER][NEUTRAL] Or just in it.
[AGENT][NEUTRAL] Kibos community.
[CUSTOMER][NEUTRAL] I double check the email address, yeah, uh, it's from [PII], yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have I typed it right. Her email address is down below and [PII], he's on there OK for it to be updated.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right and.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, it's just updated.
[CUSTOMER][POSITIVE] OK, you're amazing thank you so much. I appreciate it and I'll walk her through how to get it set up so I appreciate your time. Thank you, thank you, thank you.
[AGENT][POSITIVE] No problem bye.
[CUSTOMER][NEUTRAL] Talk to you later bye.