AccountId: 011433970860
ContactId: 3df495b0-317f-47bb-89bc-75385ac7e8bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 92739 ms
Total Talk Time (AGENT): 45331 ms
Total Talk Time (CUSTOMER): 33243 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=2.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/3df495b0-317f-47bb-89bc-75385ac7e8bf_20250331T17:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I just need to update my email address on my account.
[AGENT][POSITIVE] All right, I'm happy to help with updating the email. Can I get the policy number?
[CUSTOMER][NEUTRAL] Yes, it is 205-721-1.
[AGENT][POSITIVE] Thank you so much. Let me pull this up here.
[AGENT][NEUTRAL] And then if I can get your first and last name.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then I'll need to verify please your date of birth and address.
[CUSTOMER][NEUTRAL] OK, my date of birth is [PII] and my address is [PII].
[AGENT][POSITIVE] Thank you so much. And then uh what email address would you like to have on file now?
[CUSTOMER][NEUTRAL] I would like to have on file [PII]
[CUSTOMER][NEUTRAL] The number [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right, just to confirm, I have [PII].
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] All right. So I've got that updated on your policy. Was there anything else that we can help with today?
[CUSTOMER][POSITIVE] No ma'am that's all I needed.
[AGENT][POSITIVE] All right. Well, thank you for calling [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.
[AGENT][NEUTRAL] Um, bye bye.