AccountId: 011433970860
ContactId: 6bfdbd58-0fa3-4867-822c-1a7eb8f3e669
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279910 ms
Total Talk Time (AGENT): 78055 ms
Total Talk Time (CUSTOMER): 60030 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/6bfdbd58-0fa3-4867-822c-1a7eb8f3e669_20250317T20:46_UTC.wav
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[AGENT][POSITIVE] Good afternoon thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, uh,
[CUSTOMER][NEUTRAL] On, on my
[CUSTOMER][NEUTRAL] My name is [PII]. Uh, I have a, uh, a plan with y'all. I need to, um, uh.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] One of the deals, uh, I'm trying to figure, uh, the one of the names on my beneficiary was spelled wrong.
[AGENT][NEUTRAL] OK, um, OK, let me see what we can do. Um, may I have a callback number just in case we get disconnected, Mr. [PII].
[CUSTOMER][NEUTRAL] OK, uh, [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, no, I don't.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Policy number.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, you need my Social Security?
[AGENT][NEUTRAL] How do you spell?
[CUSTOMER][POSITIVE] Oh, I'm sorry.
[AGENT][NEUTRAL] I can either use your social or I can do a name search either or whichever you feel better.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Do you want my social then?
[AGENT][NEUTRAL] Uh, go ahead, yes.
[CUSTOMER][NEUTRAL] OK, uh, uh, uh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and just uh for verification, let me have the mailing address and email address.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK perfect thank you.
[AGENT][NEUTRAL] OK, let me pull the paperwork just to make sure it's spelled correctly on the paperwork. OK, one moment. If it's spelled correctly there, I can go ahead and fix it here. Um, bear with me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so which one will it be? Which one is misspelled?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] It should be uh
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Uh, OR on the end instead of ER.
[AGENT][NEUTRAL] 10, OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I see. Yeah, it is an all right, let me go ahead and fix this really quick.
[CUSTOMER][NEUTRAL] Yeah, it should be C O N N O R.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Correct on the paperwork you sent.
[AGENT][NEUTRAL] All right. I went ahead and fix that and put that O instead of the E, OK?
[CUSTOMER][POSITIVE] OK, I appreciate that.
[AGENT][POSITIVE] You're welcome. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] Uh, no, not that I know of. That should do it. I appreciate your help.
[AGENT][POSITIVE] You're welcome, Mr. [PII], and thank you for calling APO. Have a good afternoon.
[CUSTOMER][POSITIVE] OK. You too. Thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.