AccountId: 011433970860
ContactId: 9268d9a3-b819-46ac-bdfa-e0e3426a95f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170839 ms
Total Talk Time (AGENT): 52919 ms
Total Talk Time (CUSTOMER): 48509 ms
Interruptions: 0
Overall Sentiment: AGENT=3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/9268d9a3-b819-46ac-bdfa-e0e3426a95f8_20250211T20:31_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, my name is [PII]. Um, I received my, my insurance cards not too long ago, but I just noticed that the, my last name is spelled wrong on it.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, and I'm definitely sorry your last name is spelled incorrectly. I'll be more than happy to correct that for you. Mr. [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And on the card, um, may I have the policy number?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] The policy number is 02579768.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you um verify your date of birth, your mailing and email address on file?
[CUSTOMER][NEUTRAL] My date of birth is [PII].
[CUSTOMER][NEUTRAL] My um.
[CUSTOMER][NEUTRAL] Email address is [PII].
[CUSTOMER][NEUTRAL] My address is [PII].
[AGENT][POSITIVE] Alrighty, and thank you so much for verifying your information. So the spelling of your last name, is it [PII]?
[CUSTOMER][NEUTRAL] Um, no, it's [PII]
[AGENT][NEUTRAL] [PII] OK, hold on one moment.
[AGENT][NEUTRAL] All right, so I have updated the spelling of your last name to [PII] I've also put in a request for new cards to be mailed out to you with the correction.
[CUSTOMER][POSITIVE] OK, thank you man.
[AGENT][POSITIVE] You're very welcome, Mr. [PII]. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Um, no, that'd be it.
[AGENT][POSITIVE] Alright, well, thank you so much for calling [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] You're welcome. Thank you. Bye bye.