AccountId: 011433970860
ContactId: 851d51e8-267c-4a5e-8297-d7ea42b79184
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153559 ms
Total Talk Time (AGENT): 39688 ms
Total Talk Time (CUSTOMER): 69139 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/851d51e8-267c-4a5e-8297-d7ea42b79184_20250414T14:10_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] [PII] this is [PII].
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from the Brokers Associated Financial Consultants, and I need some assistance, please. Um, I'm trying, I'm in the portal trying to add.
[CUSTOMER][NEUTRAL] A life event to an employee who had a baby.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yeah, I'm listening. You just said you're trying to add, but you, it, I didn't know if you were done or you were gonna explain what's the problem or.
[CUSTOMER][NEUTRAL] It's not, but I don't know, this portal is just, I don't know. I, I went through the, you know, I went through the motions. I put the change of employees information. I put a birth of a child, um, it takes me to the end, but at no given point in time is it telling me to add the child's name and information, so I am calling in for assistance.
[AGENT][NEUTRAL] Um, what is the
[AGENT][NEUTRAL] The number for the group.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Group, uh.
[CUSTOMER][NEUTRAL] The group number is [PII].
[AGENT][NEUTRAL] And what um what's the person that you're trying to work on?
[CUSTOMER][NEUTRAL] The member's last name is [PII], first name [PII].
[AGENT][NEUTRAL] And you're trying to add someone other than [PII] and [PII].
[CUSTOMER][NEUTRAL] Yeah, they had a baby [PII], so I'm trying to add the baby.
[AGENT][NEUTRAL] OK, do you mind sending all this information into the email address and we can just add it for you?
[CUSTOMER][NEUTRAL] Sure, no problem. Where should I email this to?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] I'm sorry, I'm sorry, what was that again? I don't know why my phone uh took you off.
[AGENT][NEUTRAL] Um, give me a, let me give you a different one. I'm just gonna do sales, [PII].
[CUSTOMER][POSITIVE] OK, no problem, I'll send the information there.
[AGENT][POSITIVE] OK, thanks.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] All right have a great day.
[CUSTOMER][NEUTRAL] Mm. You too, bye bye.