AccountId: 011433970860
ContactId: 3276b383-de24-4dc2-abd3-c683cc096841
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 312179 ms
Total Talk Time (AGENT): 113510 ms
Total Talk Time (CUSTOMER): 172628 ms
Interruptions: 4
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/3276b383-de24-4dc2-abd3-c683cc096841_20250331T17:00_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII] and customer service. How may I help you?
[CUSTOMER][POSITIVE] Yes, good morning. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] Good good my name is [PII]. I'm calling on behalf of the agent [PII]. We requested the changement on the policy.
[CUSTOMER][NEUTRAL] I send it to [PII]. So we received it back today under the policy number 023.
[CUSTOMER][NEUTRAL] 297002.
[AGENT][NEUTRAL] OK, uh, hold on just a second, Miss [PII]. I'll get that policy pulled up just in case we get disconnected today. What's a good phone number I can reach you back at?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, Miss [PII], and what changes were you requesting to be made?
[CUSTOMER][NEUTRAL] We requested, we send the certificate of marriage, she get married, doctor, and her last name needs to be changed. It used to be uh.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Cabezas now it's supposed to be [PII], so they sent me today the policy number which is the one that I gave you with the policyholder name [PII].
[CUSTOMER][NEUTRAL] So just to let you know guys, it's not [PII], it's [PII].
[AGENT][NEUTRAL] OK. Um it's [PII]
[CUSTOMER][NEUTRAL] And they could change me.
[CUSTOMER][NEUTRAL] Ma'am, the certificate of marriage with the name is attached to the main email that I already sent, but anyway, it's supposed to be [PII], not the [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Because they repeated to twice and I don't want problem later on and they put change made changed last to [PII].
[CUSTOMER][NEGATIVE] An updated address, yeah, but it's not [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right, Miss [PII], I think maybe it was just a typo on the um email because we have the name correct.
[CUSTOMER][NEUTRAL] Uh, I don't know, I don't know, just to, to.
[CUSTOMER][POSITIVE] OK, sweetheart, and I need to double check because I don't need problems later on. It's gonna be double work for us and for you.
[AGENT][NEUTRAL] I understand, yes, ma'am. uh, and what was the address supposed to be changed to? Let me just verify that too.
[CUSTOMER][NEUTRAL] Uh, uh, I, I don't remember. Let me see the, the.
[CUSTOMER][NEUTRAL] The email that I sent, yes. It is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK perfect yes ma'am, that's what I've got. So the name spelled correctly is probably just a um a typo in the response email so I do apologize about that but we've got it correct.
[CUSTOMER][NEUTRAL] OK, no big deal.
[CUSTOMER][POSITIVE] OK, thank you so much. Thanks. And when you gonna send me the confirmation?
[AGENT][NEUTRAL] No problem, Miss [PII].
[CUSTOMER][NEUTRAL] Would you mind sending me the confirmation that was corrected to to send it to the client please at [PII].
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] If you don't mind.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] Give me just a second, Miss [PII], OK? I'm trying to locate the original um request. Hold on just a second.
[CUSTOMER][NEUTRAL] 66
[AGENT][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] The original email was sent on [PII] at [PII]
[CUSTOMER][NEUTRAL] To care team and to underwriting.
[AGENT][NEUTRAL] OK. Let's see.
[CUSTOMER][NEUTRAL] The subject is showing drivers Cabezas SMIP Group number 17021.
[AGENT][NEUTRAL] All right, and this email was from [PII] [PII]. I can't say his last name. I'm sorry. All right.
[CUSTOMER][NEUTRAL] So if you don't mind.
[CUSTOMER][POSITIVE] Correct, correct, [PII], yes.
[AGENT][POSITIVE] OK, yes. I will send a new confirmation. Yeah.
[CUSTOMER][NEUTRAL] If you don't mind to send me the copy.
[CUSTOMER][NEUTRAL] Yeah, please send me a copy of the ID with the name change and the address if you don't mind.
[AGENT][NEUTRAL] No problem, I will get that done and also uh let's see when was this changed let me see. This was completed on the [PII], so she should have her new um if she uses our online service center uh she should have a new ID card that's uploaded as well with her updated name and she'll get one in the mail too.
[CUSTOMER][NEUTRAL] OK, and now you can, can you send me the confirmation that it was corrected?
[AGENT][POSITIVE] Yes ma'am, I'm working on that now.
[CUSTOMER][POSITIVE] Thank you so much. Thank you, ma'am. Have a great day.
[AGENT][POSITIVE] You are welcome. Is there anything else