AccountId: 011433970860
ContactId: 8f8b94ad-198d-45cd-bb07-baf04853ecef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 64830 ms
Total Talk Time (AGENT): 27251 ms
Total Talk Time (CUSTOMER): 34822 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/8f8b94ad-198d-45cd-bb07-baf04853ecef_20250414T17:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from the broker's office. Um, I needed to confirm some information. Um, I have a group that needs to update their address. Um, is there a specific way that they need to submit this request?
[AGENT][NEUTRAL] Yes ma'am, if they could just send an email to our care team uh address [PII], they can get that uh request in and submitted to the right people.
[CUSTOMER][POSITIVE] Perf
[CUSTOMER][NEUTRAL] OK perfect so they don't have to they don't have to submit a specific like letterhead or anything like that?
[AGENT][NEUTRAL] Oh no ma'am, no ma'am, as long as it comes from the domain of the group or um the agent uh or even you for that matter, yes ma'am.
[CUSTOMER][NEUTRAL] The broker.
[CUSTOMER][NEUTRAL] Yeah, OK, so [PII]?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] OK perfect thank you so much.
[AGENT][POSITIVE] No problem is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] All right, well I hope you have a great day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Alright you as well, you too.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye.