AccountId: 011433970860
ContactId: 722cc30e-ddd8-42ad-87e9-07762d8a0f77
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103419 ms
Total Talk Time (AGENT): 28263 ms
Total Talk Time (CUSTOMER): 52339 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/722cc30e-ddd8-42ad-87e9-07762d8a0f77_20250407T22:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how are you doing this afternoon?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm doing right [PII] this is [PII] calling.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm a broker with APL calling group number I think it's 24,600 should be Tony's welding and fabrication.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I thought I could go in here and change addresses but um been poking around here and I can't seem to figure it out so.
[AGENT][NEUTRAL] Are you on the OSC?
[AGENT][NEUTRAL] Like an online service center.
[CUSTOMER][NEUTRAL] Um, I'm on the American.
[CUSTOMER][NEUTRAL] I guess that's what it is, yes, change employee I'll bet.
[AGENT][NEUTRAL] So you see
[AGENT][NEUTRAL] Yeah, so you see your groups at the at the.
[CUSTOMER][NEGATIVE] Yeah, I'm, I'm, I'm in the group um I if I hit change employee but it's not doing anything.
[AGENT][NEUTRAL] Um, oh, did work.
[CUSTOMER][NEUTRAL] There we go.
[CUSTOMER][NEUTRAL] Yeah, but it's not letting me.
[CUSTOMER][NEUTRAL] All it's doing is it's asking for a qualifying event. I can't go in and change the address.
[AGENT][NEUTRAL] Um, what are the options for the qualifying event?
[CUSTOMER][NEUTRAL] Oh, I closed it out already hang on.
[CUSTOMER][NEUTRAL] Change of address there you go.
[AGENT][NEUTRAL] Was there, OK.
[AGENT][NEUTRAL] I wasn't 100% if you could do it online, but.
[CUSTOMER][POSITIVE] All right thank you.
[AGENT][POSITIVE] I'm glad that you could do it.
[CUSTOMER][MIXED] It looks like I can't right, thank you.
[AGENT][POSITIVE] OK, perfect. Have a good day.
[CUSTOMER][NEUTRAL] Alright bye bye.