AccountId: 011433970860
ContactId: 05a885d5-9b8b-4847-b973-d15e1c5d5555
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278079 ms
Total Talk Time (AGENT): 127319 ms
Total Talk Time (CUSTOMER): 97540 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/05a885d5-9b8b-4847-b973-d15e1c5d5555_20250310T13:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Uh, my name is [PII], and we just, um, I just received my insurance card, um, and it's, my last name is spelled incorrectly.
[AGENT][POSITIVE] All right, Ms. [PII]. I'd be happy to help you get that corrected today. Um, just in case we get disconnected, what's a good phone number for you?
[CUSTOMER][NEUTRAL] I was wondering if you could help me with that. Mhm.
[CUSTOMER][NEUTRAL] Um, you can call me on my cell. It's [PII].
[AGENT][NEUTRAL] All right, and what is the policy number on your card?
[CUSTOMER][NEUTRAL] Your policy certificate number is 0260.
[CUSTOMER][NEUTRAL] 5808
[AGENT][NEUTRAL] All right, give me just a minute. Let me pull up your policy.
[AGENT][NEUTRAL] Alright, and I just need to verify a little bit of information before we can continue. What is your date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] All right. And your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And the zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. And I don't have a phone number or email on file for you. Uh, would you like to add one today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure. It's uh [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And the number 2.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. And the phone number, the one you gave me today?
[CUSTOMER][NEUTRAL] And then
[CUSTOMER][POSITIVE] Yes ma'am, that'd be perfect.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So I've got that added in.
[AGENT][NEUTRAL] And how do you spell your last name?
[CUSTOMER][NEUTRAL] Uh, it's [PII]
[AGENT][NEUTRAL] OK, so that second I is not needed. All right. Let me see.
[CUSTOMER][NEUTRAL] Yeah, it happens all the time.
[CUSTOMER][NEGATIVE] Not a big deal.
[CUSTOMER][NEUTRAL] I double checked my form to make sure I had spelled it correctly on mine and I did so.
[CUSTOMER][NEGATIVE] It'd be pretty embarrassing if I can't even spell my last name.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I understand.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Now should I contact our broker as well and let him know that I've updated.
[CUSTOMER][POSITIVE] Maybe I should let him know just in case his records has made Willis somewhere on his stuff too so that's probably a good idea.
[AGENT][NEUTRAL] Let me double check and see.
[AGENT][NEUTRAL] You can shoot him an email or a message and let him know that you contacted us to correct your last name that way he can update his records. um I just wanna make sure that that group is not on a file feed. Give me just a second. Um, our file feeds will, whatever is submitted to those, um.
[CUSTOMER][NEUTRAL] I know my
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I will.
[CUSTOMER][POSITIVE] Yeah, that'll be great.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] When they run, they spit out these reports that tell us, you know, that the information is incorrect and that they had your name on there incorrectly, it'll just keep telling us it's wrong after I've corrected it. um, and they are not on a file feed, so you're good on that end. Um, so yeah, if you wanna reach out to him and just let him know that your name was spelled wrong, but you've already gotten it corrected, you can, and I'm going to request you a new card today.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Sounds great.
[CUSTOMER][NEUTRAL] Please, please do.
[AGENT][NEUTRAL] Um, with your name on it.
[CUSTOMER][POSITIVE] That's OK. Not a problem.
[AGENT][NEUTRAL] All right. Ms. [PII], was there anything else I could do for you today?
[CUSTOMER][POSITIVE] Nope, that's it. I appreciate your time thank you so much.
[AGENT][POSITIVE] No problem, thank you and thank you for choosing APL and hope you have a wonderful day.
[CUSTOMER][POSITIVE] You too ma'am thanks bye bye.
[AGENT][NEUTRAL] Bye bye.