AccountId: 011433970860
ContactId: 7174047e-e561-40fc-82b1-a83408f300cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108599 ms
Total Talk Time (AGENT): 26759 ms
Total Talk Time (CUSTOMER): 49279 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/7174047e-e561-40fc-82b1-a83408f300cc_20250206T16:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hey, good morning. Um, I called in just a few minutes ago. This is [PII]. um, I got set up with the with my email for the for getting the cards and everything, um, but I just noticed something real simple, um, when I pulled up my indemnity for the hospital because I have my son on there, um, the spelling of his last name, it should be like mine. It's, it's his is, is, is spelled [PII], it should be [PII] like like mine. That's all.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what's that policy certificate number on there and I can get that corrected for you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, OK, um, 025.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 79881.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and can I get your name?
[AGENT][NEUTRAL] And date of birth, please?
[CUSTOMER][NEUTRAL] Yeah, my name is, uh, yeah, it's my name is uh [PII], uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, and you said uh [PII] last name is an [PII]
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, just, just like mine, [PII]
[AGENT][POSITIVE] OK, I've got that corrected for you. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, no, that's it hey thanks again I appreciate it.
[AGENT][POSITIVE] Alright, well thank you for calling APL. You have a wonderful day, Mr. [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You too bye now.
[AGENT][NEUTRAL] Mhm. Goodbye.