AccountId: 011433970860
ContactId: 110e39f4-d471-4de4-8bb2-8c56b9465266
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 361700 ms
Total Talk Time (AGENT): 130368 ms
Total Talk Time (CUSTOMER): 182096 ms
Interruptions: 5
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/110e39f4-d471-4de4-8bb2-8c56b9465266_20250219T19:36_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL is in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, yes, my name is [PII], and um I do have a policy. Um, do you want me to give you that number then we can move forward, or do you want me to tell you why I'm calling?
[AGENT][NEUTRAL] Of course, Ms. [PII], uh, just go ahead and give me your policy number and I'll get that pulled up real quick.
[CUSTOMER][NEUTRAL] Mhm. It's 00595953.
[AGENT][NEUTRAL] Alright, give me just a second.
[AGENT][NEUTRAL] All right, Ms. [PII], I was able to locate the policy. I just need you to verify some information for me, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] What is your date of birth?
[CUSTOMER][NEUTRAL] What you need?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And your current mailing address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And is that zip still [PII]?
[CUSTOMER][NEUTRAL] It is.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] All right. And your phone number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, and the last thing I need to verify is the email address on file.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] OK, and that actually is going to change, but I will tell you it was [PII].
[AGENT][POSITIVE] All right, thank you so much for verifying that and what do you need it to change to?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. I, I use caps, but I don't know whether it's actually um capital as, you know, necessary, but it's BLSJ.
[CUSTOMER][NEUTRAL] 51724
[CUSTOMER][NEUTRAL] At [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. So that's B as in [PII] Shirley, [PII] as [PII] Jacob, 51724.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right, Ms. [PII], I'm getting that changed over for you. Was there anything else I could do for you today?
[CUSTOMER][NEGATIVE] Yes, um, not only did I do the name change, and I received a confirmation back on it on [PII], but I did fax in, I went to Staples and faxed in a change of beneficiary, and I'm just realizing I never did receive a confirmation that that had been received, but I did go to Staples and I do have my confirmation that it went through.
[CUSTOMER][NEUTRAL] Do you see anything in my record?
[AGENT][NEUTRAL] Alright, Miss [PII].
[AGENT][NEUTRAL] I will check on that for you real quick. Hold on just a second here.
[AGENT][NEUTRAL] It takes a second for the documents to load. I apologize.
[CUSTOMER][POSITIVE] Oh, that's just fine with me. I'm just sitting here in my home office. I'm good.
[AGENT][POSITIVE] OK, good.
[CUSTOMER][NEUTRAL] Watching a few snow flurry, yeah, few snow flurries out the window that
[AGENT][NEGATIVE] Oh, I'm jealous.
[CUSTOMER][NEUTRAL] A, a little, you know, a little rare down here, but um.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Definitely have it, so it's rather peaceful. Cold, it's cold for us.
[AGENT][NEUTRAL] Uh, I'm in [PII] and yes, it is cold, um, uh, but we're not getting any snow.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Mhm. Well, I went, you know, this is just slurries, unfortunately. They had threatened us with, with rain. It was going to be icy, and, you know, I thought, well, that's fine. I'm going to stay in anyway, since I don't have to go to an office. I've kind of way retired. But um it's, um, it's still kind of nice to look out and see a little bit of white out there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] Yes, ma'am. I would love that. So I envy you today just to see those slurries cause we don't get that very often, so, yeah. Um.
[CUSTOMER][NEUTRAL] Mm, that's a little bit of accumulation. Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] No, no, no, you don't.
[AGENT][NEUTRAL] I do see that we did receive your change of beneficiary form, um.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it has been processed. I apologize that you didn't get a confirmation on that. Uh, we've got [PII] as the beneficiary.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] Mm mhm mhm. Great. That's exactly what I wanted. So I'm gonna write down on my paperwork here and, and it
[CUSTOMER][POSITIVE] Things get lost on my desk, even though I don't work. I still, you know, and I found it today, and I went, oh, I just have to call on that. So I'm glad that it went through, that it's just great. And I will document that and put this in my file and I appreciate it.
[AGENT][NEUTRAL] No problem, Ms. [PII]. Was there anything else I could do for you today?
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEGATIVE] No, no, that's all, and just be jealous girl, just be jealous, OK?
[AGENT][POSITIVE] I will and you enjoy it, love you.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][POSITIVE] You have a great day.