AccountId: 011433970860
ContactId: 7e65b421-9c9b-49c5-a855-c67181eb5769
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111860 ms
Total Talk Time (AGENT): 22900 ms
Total Talk Time (CUSTOMER): 74968 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/7e65b421-9c9b-49c5-a855-c67181eb5769_20250527T21:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEGATIVE] Uh, yes ma'am, um, I recently tried to, um, get in to see a doctor, and they had some issues I guess, um, pulling my stuff up with my information provided. They said that my date of birth kept coming back wrong and that it had to be on your guys' side, and I find that hard to believe because I've been with this company. I've been with you guys at my job for like.
[CUSTOMER][NEUTRAL] Two years getting insurance and other stuff and no one else has ever said anything but I'm just calling to make sure um if you can check my date of birth on my account and make sure it's correct.
[AGENT][NEUTRAL] OK, sure. I can help you with that. Do you have your policy number?
[CUSTOMER][NEUTRAL] Um, policy number, sorry, I'm driving, uh, 02467.
[CUSTOMER][NEUTRAL] 590.
[AGENT][NEUTRAL] And could I get your name and your date of birth?
[CUSTOMER][NEUTRAL] Um, [PII], uh, birthday [PII].
[AGENT][NEUTRAL] And then what's your address and email address?
[CUSTOMER][NEUTRAL] Um, address is [PII], um, and I think you guys have [PII] as an email address.
[AGENT][NEUTRAL] OK, yes, got that. Uh, yeah, that's the birthday that we have on file. So if they, if they call and provide that policy number, we would be able to verify.
[CUSTOMER][POSITIVE] OK, yeah, I figured as much. I, um, I will let them know. I just wanted to cover my bases. I very much appreciate it.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good afternoon. Bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye.