AccountId: 011433970860
ContactId: 7878fc5a-9e54-427d-b445-6a6ae2109430
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215220 ms
Total Talk Time (AGENT): 61414 ms
Total Talk Time (CUSTOMER): 75408 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/7878fc5a-9e54-427d-b445-6a6ae2109430_20250611T15:13_UTC.wav
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[CUSTOMER][NEUTRAL] Oh yeah
[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hi [PII], um, my name is [PII]. I'm calling from, um, the broker's office, uh, a broker's office regarding one of our clients who's having, um, difficulty accessing his, uh, profile. I just needed to update his email address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let's take a look. What's the policy number, [PII]?
[CUSTOMER][NEUTRAL] Uh, group number 20149.
[AGENT][NEUTRAL] Just to confirm, what's the group name?
[CUSTOMER][NEUTRAL] Color Republic.
[AGENT][NEUTRAL] And what's the insured's name?
[CUSTOMER][NEUTRAL] His name is [PII].
[AGENT][NEUTRAL] What's, can you spell the last name for me?
[CUSTOMER][NEUTRAL] Of course, [PII]
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And do you have [PII]'s date of birth?
[CUSTOMER][NEUTRAL] Yes, I do. His date of birth is.
[CUSTOMER][NEUTRAL] Sorry, pull it up from here.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Alright thank you and what email should we have on file?
[CUSTOMER][NEUTRAL] It should be [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] All right, so just to confirm, it's [PII]
[AGENT][NEUTRAL] And then [PII], is it [PII]?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Great, so that's been updated um going forward their email is gonna be the user name so yeah everybody needs to create the new OSC account and create a new password, so he'll just yeah use that email going forward, OK?
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, how long does it take for that to take effect? Is, can he, should he wait or can he try to create a profile now?
[AGENT][POSITIVE] Yeah, he should be able to do it now so I would go ahead and it's updated now so it shouldn't there shouldn't be delay, yeah.
[CUSTOMER][NEUTRAL] Let me give him a call.
[CUSTOMER][POSITIVE] Awesome thank you so much for your help I appreciate it.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] I