AccountId: 011433970860
ContactId: 0fd82e1d-aeeb-42fc-bf0b-9de24946bdc2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 500970 ms
Total Talk Time (AGENT): 206405 ms
Total Talk Time (CUSTOMER): 244810 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/04/0fd82e1d-aeeb-42fc-bf0b-9de24946bdc2_20250204T20:22_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] Yes ma'am. This is [PII]. Um, I have recently gotten a divorce and I have a, um, name change and address change, and I need to see what I needed to do of course my, uh, premium is coming out, uh, bank draft, which none of that's gonna change. That's all the same, but I just needed to so you could update your, uh, files for my name and new address.
[AGENT][NEUTRAL] All right, Miss [PII], um, just in case we get disconnected today, what's a good phone number for you?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] [PII] and I have a policy number if that'll help you.
[AGENT][NEUTRAL] Yes, ma'am, it will. You can go ahead with that number.
[CUSTOMER][NEUTRAL] OK, uh, it's 640-155.
[AGENT][NEUTRAL] Alright, give me just a second, let me pull up.
[CUSTOMER][NEGATIVE] It's cancer it's a cancer. OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEGATIVE] Oh, I put too many 5s. Uh, now I gotta wait on it to stop.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah, 22 5s.
[AGENT][NEUTRAL] Oh, I mean 5. OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] I got finger happy there for a second. OK, 640.
[CUSTOMER][POSITIVE] I understand my fingers, I, I, I can't text or call without my big fingers messing up.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, Ms. [PII], so I see, let me see, I just need you to verify a little bit of information for me. What is your date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[AGENT][NEUTRAL] OK, and the address that we had on file?
[CUSTOMER][NEUTRAL] The address that the current address you've got on file, I don't know if that is still the [PII] address or the [PII] address. Um, my [PII] addresses with post office [PII] or [PII].
[AGENT][NEUTRAL] OK. Now, this is a post office box in [PII].
[CUSTOMER][NEUTRAL] [PII]. Oh my gosh, I don't remember what our post office box was. I can't believe I didn't call you when I moved down here.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh, I don't remember what the post office box was. I could, I could give you my, um, my physical address there. It was [PII], but I don't remember my post office box.
[AGENT][NEUTRAL] OK, um,
[CUSTOMER][NEUTRAL] Is there anything else I can give you to verify who I am?
[AGENT][NEUTRAL] I've also got uh a phone number on here, but it's not the one you just gave me. It's a [PII] area code.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh huh, that was probably our home number, uh, [PII].
[AGENT][POSITIVE] OK, perfect. And would you like me to update that as well?
[CUSTOMER][NEGATIVE] Yes, I don't not gonna have a home phone anymore. I've just got my cell number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, so let me see.
[AGENT][NEUTRAL] I'm gonna change your phone number to the phone number you gave me as a callback number today [PII].
[CUSTOMER][NEUTRAL] Right, [PII], yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, Ms. [PII], what's your current address you're wanting me to change it to?
[CUSTOMER][NEUTRAL] I'm wanting to change it to [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, and we don't have an email address on file for you. Would you like to add one today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, that'd be great, um, it's [PII].
[AGENT][NEUTRAL] Right, so that's [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] And, uh, like I said, my name when I probably took the policy out with y'all was [PII], and then I'm married and it went to [PII]. But now since I'm divorced, I'm back to [PII].
[AGENT][NEUTRAL] OK. So in order for us to change your name, Miss [PII], I am gonna need a copy of your divorce decree. Do you have that?
[CUSTOMER][NEUTRAL] I do. Uh-huh.
[AGENT][NEUTRAL] OK. If you could just
[CUSTOMER][NEUTRAL] I did, you don't need, you don't need the whole divorce, you don't need the whole divorce decree. You just need the part where the judge says that I can go back to my surname, [PII] and [PII]. Is that all you need that, that she.
[AGENT][POSITIVE] Yes, ma'am, that should be fine.
[CUSTOMER][NEGATIVE] I mean, you don't need my, you don't need my whole divorce packet, basically. OK.
[AGENT][NEUTRAL] No, I, I don't think so because you didn't have your spouse on this policy, so we really just needed to verify the name change back. um, now if your spouse had been on here and you're wanting to take him off, we probably would need the whole decree, um, but yeah, you can just send that portion of it and um you can send it by mail or by email, whichever way you prefer.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, so I could like screenshot it and send it by email, is that what you're saying?
[AGENT][NEUTRAL] Mhm. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, alright, let, I will do that um just give me if you don't mind, give me the uh address that I need to the email address I need to send it to.
[AGENT][POSITIVE] All right, that's gonna be [PII].
[AGENT][NEUTRAL] [PII]. Yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] C A R E
[AGENT][NEUTRAL] T E A N.
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Care team like at.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] AM OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], right? OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes ma'am [PII] [PII].
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] [PII]. OK, now do I whose attention do I need to put this to?
[AGENT][NEUTRAL] Um, you don't have to put it to anyone's attention, just, uh, attach the screenshot, um, or picture, and then just put in the email that you would like to, um, change your name back to your maiden name of [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And um we'll get that done for you and we'll send you a confirmation email once it's been completed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and do I need to put my policy numbe[PII] or anything in this email?
[AGENT][POSITIVE] You can, yes, ma'am. That'll help.
[CUSTOMER][NEUTRAL] Oh, OK, and would, and it.
[AGENT][POSITIVE] Makes it a lot quicker for us to locate your policy.
[CUSTOMER][NEUTRAL] OK, OK, policy number and that was the 640155, right? OK, I mean that was the correct number. OK, OK, alright, I will try to do this. What time do y'all close today?
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[AGENT][NEUTRAL] Um, I think our last service agent logs off the phones at it's either [PII] or [PII], I think it's [PII].
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, that's fine. So I, but I'll just email it so it doesn't really matter what time you close, I don't guess.
[AGENT][NEUTRAL] Right, yes, ma'am. We'll still get it and, uh, if nobody's available to make the change this afternoon, it'll be done first thing in the morning.
[CUSTOMER][NEUTRAL] OK, alright, that's fine. So, alright, so care team at [PII] screenshot and just say I want my name changed back to my maiden name [PII] [PII] and put my policy number correct?
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Yes, ma'am. Mhm.
[CUSTOMER][POSITIVE] All right, thank you so much.
[AGENT][POSITIVE] No problem. Was there anything else I could do for you today, Ms. [PII]?
[CUSTOMER][POSITIVE] I, I think that's all I need today, but thank you.
[AGENT][POSITIVE] No problem. Well, thank you so much for choosing APL and you have a wonderful rest of your day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right, you too. Bye-bye.
[AGENT][NEUTRAL] Mhm bye.