AccountId: 011433970860
ContactId: 66df5df2-dd3d-4b10-9ef8-55bcab244ff6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162740 ms
Total Talk Time (AGENT): 47751 ms
Total Talk Time (CUSTOMER): 77068 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/66df5df2-dd3d-4b10-9ef8-55bcab244ff6_20250417T17:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. How are you?
[AGENT][NEUTRAL] I'm well [PII] how are you?
[CUSTOMER][NEUTRAL] Good, I have [PII] on the phone. She's calling on behalf of the broker's office, um, I believe it's Levy Insurance Agency, and I have a group number for you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 20598.
[CUSTOMER][NEUTRAL] She's trying to access uh their account online and she said that she needs to update their email address.
[AGENT][NEUTRAL] Um, OK.
[AGENT][NEUTRAL] Um, I wonder why she just didn't email us to ask that.
[AGENT][NEUTRAL] OK, yeah, you can send it to me. I'll probably just have her email it though.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, alrighty here she comes. Thank you.
[AGENT][POSITIVE] Thank you. Yeah, have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Hi this is [PII] how are you?
[CUSTOMER][POSITIVE] Good, how are you doing?
[AGENT][POSITIVE] I'm good. How can I help?
[CUSTOMER][NEUTRAL] I, yes, I am trying to get into our APL website but the it wants us to reset our password because it expired and the only email that's on file is an older one for PCF insurance and we have a new one now so we're not getting that verification code to be able to log in. Is there a way you could help me put uh the new email that should be in there for the verification code?
[AGENT][NEUTRAL] Uh, sure, um, for documentation purposes though, um, we do need an email so that we can keep this like tracked, um, so if you could email us, um, what the new email address is, then we'll get that updated.
[CUSTOMER][NEUTRAL] Oh great, what is your email?
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So let me repeat that [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, perfect. I can send that over right now because we gotta grab a commission to do that.
[AGENT][NEUTRAL] Yeah, and then we'll get that updated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect sounds good. I will send it right now.
[CUSTOMER][POSITIVE] So that you have it thank you.
[AGENT][POSITIVE] Thank you. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye