AccountId: 011433970860
ContactId: 0f3e1ab7-f693-4a11-86bc-e126510659d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 42099 ms
Total Talk Time (AGENT): 10899 ms
Total Talk Time (CUSTOMER): 26229 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/0f3e1ab7-f693-4a11-86bc-e126510659d7_20250115T18:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII]. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Yeah, I have an [PII] on the on the phone. She has several policy numbers. I'll give you one of them.
[CUSTOMER][NEUTRAL] Um, 646-259.
[CUSTOMER][NEUTRAL] And she's wanting to change the date in which the premiums are deducted from the account, but she's the payer, but she's not the owner. Can she I don't think she can request that change.
[AGENT][NEUTRAL] Uh, that's gonna be a customer service question. We don't do individual changes in group billing.
[CUSTOMER][NEGATIVE] Oh this goes to customer service OK alright I'll disconnect.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.