AccountId: 011433970860
ContactId: 7d64fc25-1a6c-47a9-94ec-96ccc608cfd2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 461399 ms
Total Talk Time (AGENT): 112511 ms
Total Talk Time (CUSTOMER): 143145 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/7d64fc25-1a6c-47a9-94ec-96ccc608cfd2_20250317T16:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEGATIVE] Yes, ma'am. Uh, I'm calling because of it was a printing mistake on my insurance card. They misspelled my wife's name.
[AGENT][NEUTRAL] OK sir, I can help um correct your wife's name on your policy. Can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And um my policy number hold on I have my card.
[CUSTOMER][NEUTRAL] Where did you just go to I just
[CUSTOMER][NEGATIVE] Give me a second, I think it just failed.
[AGENT][POSITIVE] Yes sir, take your time.
[CUSTOMER][NEUTRAL] I have a I have a family plan, but I have a a couple of cards, one with my individual on it and the other is the family plan.
[CUSTOMER][NEUTRAL] My uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They sent me uh uh some new cards.
[CUSTOMER][NEUTRAL] But I don't know if it has the same policy number on it though.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh, give me a second, oh.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] If you don't know the number I can look it up with your social.
[CUSTOMER][NEUTRAL] Uh, my social is, oh, hold on, I think I got it right.
[CUSTOMER][NEUTRAL] Individual
[CUSTOMER][NEUTRAL] OK, uh, it's uh.
[CUSTOMER][NEUTRAL] Policy number is 02.
[CUSTOMER][NEUTRAL] 59.
[CUSTOMER][NEUTRAL] 6
[CUSTOMER][NEUTRAL] 440.
[AGENT][NEUTRAL] OK let me pull that in real quick.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, Mr. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you sir and then what is your address, phone number and email address we have on the policy for you?
[CUSTOMER][NEUTRAL] Uh, the address is [PII].
[CUSTOMER][NEUTRAL] And uh I think it's the uh.
[CUSTOMER][NEUTRAL] [PII]. I think that's the email we got on there.
[AGENT][NEUTRAL] Yes sir and then one last verification, can you give me your phone number?
[CUSTOMER][NEUTRAL] Yes ma'am, hold me I have to.
[CUSTOMER][NEUTRAL] I don't know my own number. I have to look it up on my phone.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh, then I got to go out this thing how to.
[CUSTOMER][NEUTRAL] Give me a second, I'll see what I can.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] It's, it's 5.
[CUSTOMER][NEUTRAL] [PII], I think.
[CUSTOMER][NEUTRAL] Let me
[CUSTOMER][NEUTRAL] I don't know how to go about this thing.
[CUSTOMER][NEUTRAL] How do I do this?
[AGENT][POSITIVE] Go ahead and take your time.
[CUSTOMER][NEUTRAL] I'm trying to get out, get out without hanging up on you to go to my.
[CUSTOMER][NEUTRAL] Phone information.
[AGENT][NEUTRAL] You still there?
[CUSTOMER][NEUTRAL] Yes ma'am, I'm
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Trying to get up
[CUSTOMER][NEUTRAL] Let me, could you hold on a second? Let me call my wife and, and get the number from her, but the, uh, the reason was that her last name they got [PII] and it's supposed to be [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right, let me
[AGENT][POSITIVE] Go over here and I'm gonna correct that for you real quick.
[CUSTOMER][NEUTRAL] I'm, I'm sorry, I can't remember my own number and I'm on the darn phone and still don't know my own number.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Well, is the number that you're calling from, um, is that a good call back number if we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Ma'am?
[AGENT][NEUTRAL] Is that a good number, the one that you're calling from if we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, thank you and we're changing her last name to [PII], is that correct?
[CUSTOMER][NEUTRAL] [PII], yeah, [PII]
[AGENT][NEUTRAL] OK. I'm in the process of changing.
[CUSTOMER][NEUTRAL] They got, they had [PII] on it.
[AGENT][NEUTRAL] Yeah, I saw that, um.
[AGENT][NEUTRAL] OK, I've got that changed for you and what I'm gonna do is I'm gonna reorder cards so that she has the correct name.
[AGENT][NEUTRAL] On the policy, OK?
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] Alright, uh, do you know how long that would take?
[AGENT][NEUTRAL] And it's gonna be just
[CUSTOMER][NEUTRAL] I mean for the car to get here.
[AGENT][NEUTRAL] No.
[AGENT][POSITIVE] Um, it's just got process overnight and then have enough time to come in the mail.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][POSITIVE] Got that fixed, I believe.
[AGENT][NEUTRAL] And I'm ordering your card right now.
[AGENT][NEUTRAL] Give me just a second.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][POSITIVE] OK, I've got that all ordered for you. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] Uh, no, ma'am. That's all.
[AGENT][POSITIVE] OK, well you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're welcome sir bye bye.