AccountId: 011433970860
ContactId: 571a1cb3-35f4-4936-b03b-cd6c5c8363c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204080 ms
Total Talk Time (AGENT): 90914 ms
Total Talk Time (CUSTOMER): 88266 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/571a1cb3-35f4-4936-b03b-cd6c5c8363c9_20250612T17:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. Can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, what was your name again?
[AGENT][NEUTRAL] Carry
[CUSTOMER][NEUTRAL] [PII], hey [PII], my name is [PII]. I am the insurance coordinator at Ellisville State School, and I have a little change I need to make to our invoice.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What type of change?
[CUSTOMER][NEUTRAL] Um, a lady, she is on there as a different name from what she should be. She got married and so her name changed, but, um, it's not changed on the invoice.
[AGENT][NEUTRAL] Um, what's the policy number?
[CUSTOMER][NEUTRAL] Well, I don't know her policy number. I can give you um our group number or or the invoice number or whatever.
[AGENT][NEUTRAL] What's the group number?
[CUSTOMER][NEUTRAL] 12263.
[AGENT][NEUTRAL] All right, [PII], can you please verify the um billing address for me, please?
[CUSTOMER][NEUTRAL] Mhm it is uh [PII].
[AGENT][NEUTRAL] Thank you. And uh, what's the contact person's name that we should have?
[CUSTOMER][NEUTRAL] Well, it's actually me it's um [PII] I think it's still going to [PII] but she's she's not here anymore.
[AGENT][NEUTRAL] Alright, because yeah, we still have [PII]'s information, um, and what's the uh what's the phone number we should have on file?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And is that a good callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alright perfect thank you.
[AGENT][NEUTRAL] All right, let's see, what is the insured's name?
[CUSTOMER][NEUTRAL] OK, you have her um as [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Or maybe [PII], so her name is [PII], but it's actually [PII].
[AGENT][NEUTRAL] We have [PII].
[CUSTOMER][NEUTRAL] So I just need her name changed to [PII].
[AGENT][NEUTRAL] OK, so what you can do one of two things you can either make that, um, that documentation on the invoice and when we get it we'll make that document or we'll make that change in our system, or you can email it to us we'd have well either way we'd have to have something in writing, um, to make that change.
[CUSTOMER][NEUTRAL] That's fine let me email it because I, I know on the invoices in the past I have like changed her name but it wasn't fixed so let me um let me email it. What is a good email address?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And if you'll also include in that email to update the contact information to your information since [PII] is no longer there.
[CUSTOMER][NEUTRAL] I sure will. Will there be a reference number or anything I need to do for this?
[AGENT][NEUTRAL] No, ma'am, um, you'll get a response um back once the change has been well, you'll get a response saying that we got your email and then you'll get a response, um, when, uh, the information has been updated in our system.
[CUSTOMER][POSITIVE] OK, thank you so much [PII].
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am, that's it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and you have a good afternoon.
[CUSTOMER][POSITIVE] OK thank you bye.
[AGENT][POSITIVE] Thanks bye