AccountId: 011433970860
ContactId: ec54dc2b-6e26-4565-b84a-237b132d3556
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137720 ms
Total Talk Time (AGENT): 87721 ms
Total Talk Time (CUSTOMER): 41829 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/ec54dc2b-6e26-4565-b84a-237b132d3556_20250519T15:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm a benefit coordinator on behalf of Brown and Brown, um, and I just needed some assistance in changing a member's name in the portal.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so are you having a hard time doing it in the portal or are you just needing me to submit the information for you?
[CUSTOMER][POSITIVE] OK, perfect. uh.
[CUSTOMER][NEUTRAL] Honestly, I would prefer to be instructed on how to do it, um, but it
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so, um, on the some things are changing on the OSC so you might.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It may be easier if you just send it in um and then once those changes are through not her name or the name change but the changes on the OSC because it's gonna look a little different um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And so it it would probably just be more beneficial for you to just send it into the email address for now and have us submit it that way and then once the changes are made in the system or with the system um.
[CUSTOMER][NEUTRAL] I see.
[AGENT][POSITIVE] Then learning a better way to do it because you're gonna learn it today and then it will change next week.
[CUSTOMER][NEUTRAL] Uh, OK, well, hm.
[AGENT][NEUTRAL] If that makes sense.
[CUSTOMER][NEUTRAL] No, it does, it does, it does. I, if anything, do you think that the changes will impede this name change or um how long?
[AGENT][NEUTRAL] No, no, no, no, no, no, no, uh uh, it, it, it's not gonna affect any information coming or going, it's just a matter of.
[AGENT][POSITIVE] Learning it one way today, it's going to change next week.
[CUSTOMER][POSITIVE] OK, understood. I'll I'll just send the request and then by email thank you so much for your help.
[AGENT][POSITIVE] Yeah thank you and I'm sorry it's just right like we're literally just in the process of changing it and so it I'm just telling everybody to kinda just wait and we'll we'll go through um those changes for the system next week.
[CUSTOMER][POSITIVE] Understood. Thank you for your help.
[AGENT][POSITIVE] All right thank you sir.