AccountId: 011433970860
ContactId: 1e0cb16e-81f4-40e3-a7b2-502ed7759a7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 916650 ms
Total Talk Time (AGENT): 226664 ms
Total Talk Time (CUSTOMER): 113244 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/1e0cb16e-81f4-40e3-a7b2-502ed7759a7b_20250117T22:28_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I don't, hopefully you me is [PII] and not more. I need to like triple check that I have my ex-husband off of my policies.
[AGENT][POSITIVE] Oh yeah, I can definitely help you with that. And Ms. [PII], do you know your policy number?
[CUSTOMER][NEUTRAL] 419663
[CUSTOMER][NEUTRAL] And then 419-664.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check those for you, Miss [PII], one second, and while I'm pulling up those policies, do you mind if I grab a quick call back number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Wonderful. Thank you. Thank you.
[AGENT][NEUTRAL] And Ms. [PII], could you verify for me please your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Wonderful, thank you, thank you. And can you verify for me also your mailing address on file?
[CUSTOMER][NEUTRAL] I hope it's [PII] [PII] sorry.
[AGENT][NEUTRAL] No, you're OK, but it looks like the one I have is from Bixby.
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect. And then um I can and I can update that address for you in a minute. Um could you just verify for me as well, pretty please, your email address?
[CUSTOMER][NEUTRAL] Um, is it [PII] or [PII] or [PII]?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK, we need to change that too.
[AGENT][NEUTRAL] All right. And
[AGENT][POSITIVE] OK, perfect. So let's
[AGENT][NEUTRAL] Get up a new screen so we can start changing some information for you on one sec. So I actually do see um you have uh [PII] on both accounts.
[CUSTOMER][POSITIVE] Oh, OK, good thing you haven't died, huh.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] I'm absolutely a good thing you haven't died, ma'am.
[AGENT][NEUTRAL] Um, so let's
[AGENT][NEUTRAL] Start one place at a time. Let's work on updating your contact information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] So, the mailing address, you said you're out of [PII] now. Um, what was the street address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, perfect. Um,
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] We want to update the email as well.
[AGENT][NEUTRAL] And Ms. [PII], what is the email address you want to update to?
[CUSTOMER][NEUTRAL] Um, let's do.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No, [PII]
[AGENT][NEUTRAL] OK, thank you. I think that's what I typed, but I couldn't make it come out of my mouth when I said it. Um, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, perfect. And
[AGENT][NEUTRAL] And I have to update both of those separately on like for each policy. So just give me a second while I get that working.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then, so the name is under [PII]. Do we need that name to be under [PII] as well?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] Alright, I just finished everything for the first policy. I'm about to go in and do the second policy. I'm so sorry, but the second one should be a lot easier because it should pick up a lot of the information from that first policy. Um, so it will just be me double checking all the spots to make sure it actually did go through.
[CUSTOMER][POSITIVE] Wow, OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then
[AGENT][NEUTRAL] We will go from there.
[AGENT][NEUTRAL] So
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you hold on one second? It doesn't show me who's calling, so that's weird, so hold on just a minute.
[AGENT][POSITIVE] You're totally fine. No worries.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hi, I'm still here.
[CUSTOMER][POSITIVE] OK perfect sorry.
[AGENT][NEUTRAL] Don't be sorry, you're OK.
[AGENT][POSITIVE] All right, I am on the last step for this one. I appreciate your patience. I know it's been a lot. And then let me see.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] All right, so as far as removing your ex-husband from the policy, um, that will have to be done through your employer group.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh, is that like what do you mean? Like I have to talk to someone in HR or I need to talk I need to go online?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, you, I believe, I guess I if your employer group lets you do it online, that's super awesome, um, but you might just need to speak to somebody in HR.
[CUSTOMER][NEUTRAL] OK, I thought I've done all that, but you don't have a record of it, is that right? Are you?
[AGENT][NEUTRAL] I don't show that, no, that it was requested to be dropped at all. I'm sorry.
[CUSTOMER][NEUTRAL] OK, so I need to make a sticky note, OK.
[AGENT][NEUTRAL] All right, so I have your mailing address updated, your email address updated, your last name updated, and then I did send in a request for them to remail out your policy documents with your updated name.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] OK, so we're good.
[AGENT][NEUTRAL] Yep and then if you wanna get with your HR group and or your employment group and get your spouse removed, we'll be able to process that once we receive the notification from them.
[CUSTOMER][POSITIVE] OK, sounds good.
[AGENT][POSITIVE] Perfect. And then is there anything else I can do for you today, Miss [PII]?
[CUSTOMER][NEGATIVE] I don't think so thank you.
[AGENT][POSITIVE] Hey, it's my pleasure. Thank you so much for calling APL and you have such a wonderful day.
[CUSTOMER][NEUTRAL] OK, bye bye.
[AGENT][POSITIVE] Thanks bye bye.