AccountId: 011433970860
ContactId: b21a16d0-6a96-4c82-846d-e59e753b2b6d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 74529 ms
Total Talk Time (AGENT): 14719 ms
Total Talk Time (CUSTOMER): 43307 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/b21a16d0-6a96-4c82-846d-e59e753b2b6d_20250418T14:36_UTC.wav
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[AGENT][NEUTRAL] APL this is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], how are you doing this morning?
[AGENT][NEUTRAL] Fine.
[CUSTOMER][NEUTRAL] [PII], this is [PII] calling. I'm a broker with APL. Got a question I need to update a couple addresses in here, and I thought I could go into my broker portal and do this, but I don't see where I can do it. I'm, I'm in there. I've highlighted the employee that I need to change the address, but I, I would think there was some kind of other tab.
[CUSTOMER][NEUTRAL] Change employer I didn't see change.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Oh come on computer.
[CUSTOMER][POSITIVE] Um, he said he was experiencing technical difficulties. OK, gotta love it.
[CUSTOMER][POSITIVE] I love technology it makes me so happy.
[AGENT][NEUTRAL] I know. Well, I was gonna, if you have our sales email, you can actually just send it in an email or we can just make the changes.
[CUSTOMER][NEUTRAL] Alright, um, what, what email do I send it to?
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]. OK, I will do that.
[AGENT][POSITIVE] All right, thanks.
[CUSTOMER][POSITIVE] Alright thank you.