AccountId: 011433970860
ContactId: 13393740-863e-4f63-9783-cfb1057bf1ec
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167740 ms
Total Talk Time (AGENT): 74851 ms
Total Talk Time (CUSTOMER): 64185 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/13393740-863e-4f63-9783-cfb1057bf1ec_20250304T20:55_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII].
[CUSTOMER][NEUTRAL] Are you
[AGENT][NEUTRAL] I'm fine. You say your name is [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh we are.
[AGENT][NEUTRAL] OK, and how may I assist you today, [PII]?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So I'm calling because my, I just realized I've had.
[CUSTOMER][NEGATIVE] The policy for ever since [PII], but I never used it and now that I went into the account I just realized that my name is written incorrectly.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Uh
[CUSTOMER][NEUTRAL] In the policy sorry wanted to fix it.
[AGENT][NEUTRAL] Uh, what is that policy number, please?
[CUSTOMER][NEUTRAL] It's 2307449.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] Oh, well, sorry. And verify your date of birth, mailing address and email address for me, please.
[CUSTOMER][NEUTRAL] So that would be um [PII].
[CUSTOMER][NEUTRAL] My address is [PII].
[CUSTOMER][NEUTRAL] And my email is [PII].
[AGENT][POSITIVE] OK, thank you so much. And Mr. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, that would be [PII].
[AGENT][NEUTRAL] OK, and.
[AGENT][NEUTRAL] See. Yeah, it looks like we giving you all different names today and beyond. But um,
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Something like that, yes.
[AGENT][NEGATIVE] I'm calling you Homer. We got your name spelled really wrong.
[CUSTOMER][NEUTRAL] Look at you, yeah, I'm like I've never had that one.
[AGENT][NEUTRAL] Yeah, right
[AGENT][NEUTRAL] We try to be different here APL, but um.
[CUSTOMER][POSITIVE] I love it. I love it.
[AGENT][NEUTRAL] I can uh change your name for you and also send a request to have uh cards mailed out to you, to the, with the correct name.
[CUSTOMER][NEUTRAL] Please, yes.
[AGENT][NEUTRAL] OK, and
[CUSTOMER][POSITIVE] That would greatly help
[AGENT][NEUTRAL] OK, and is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] I think that will be all.
[AGENT][NEUTRAL] OK. I'll say give it about 3 to 5 business days, but it takes a while for it to show overnight. So it'll go out the next business day, OK?
[CUSTOMER][POSITIVE] No worries, that sounds good.
[AGENT][POSITIVE] All right. Well, I thank you for calling APL. You have a great day.
[CUSTOMER][POSITIVE] You as well thank you so much.
[AGENT][POSITIVE] You're welcome. Bye.
[CUSTOMER][NEUTRAL] Right.