AccountId: 011433970860
ContactId: a0372801-295d-47a8-9e3b-b1da21d4fc2e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300420 ms
Total Talk Time (AGENT): 85255 ms
Total Talk Time (CUSTOMER): 99371 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/a0372801-295d-47a8-9e3b-b1da21d4fc2e_20250107T21:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, ma'am. I need to change uh how my, um,
[CUSTOMER][NEUTRAL] Uh, insurance premium is withdrawn. I need to change accounts.
[AGENT][NEUTRAL] OK, just one moment, let me get you over to the right person. Let's see here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is your policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Um, I don't have my policy here with me. It's in the bank. I have a bank deposit box, but this on the where it's pulled out of my bank now, uh, it says premium ID, so I'm gonna give you this number and see if this is it. It says 164-0349942.
[AGENT][NEUTRAL] I don't believe that's gonna be it, but I can pull it up another way. One moment, let's see here.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you be OK with giving me your social?
[CUSTOMER][NEUTRAL] Yes, ma'am. It's uh wait a minute, [PII].
[CUSTOMER][NEUTRAL] No, that I'm starting that somebody is [PII].
[AGENT][NEUTRAL] All right, let's see here.
[AGENT][NEUTRAL] All right. I have a policy number 154645. All right, let's see here.
[CUSTOMER][NEUTRAL] Yeah I only have one left with y'all.
[AGENT][NEUTRAL] All right, Ms. [PII], I'm just verify your information real quick. Can you verify your phone number and address?
[CUSTOMER][NEUTRAL] Uh, the phone number is [PII].
[AGENT][NEUTRAL] And your address?
[CUSTOMER][NEUTRAL] OK, the address may be changed because we moved. It's [PII].
[AGENT][NEUTRAL] And what could the other uh address be?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Probably the last time I've had [PII]'s, it was probably
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] [PII] and I can't remember the the house address.
[AGENT][NEUTRAL] I have an address that has your name in it.
[CUSTOMER][NEUTRAL] Maybe [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yes, ma'am. That's what I have.
[CUSTOMER][NEUTRAL] Has to go
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, let me get you over to the customer service. One moment, all right?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, you know what, I apologize. What type of policy is this?
[CUSTOMER][NEUTRAL] It's uh a burial life insurance.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Bring
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi [PII], this is [PII] in the billing department. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm well. I have a Miss [PII], [PII] on the phone that's needs to change her uh bank information for her draft, but I believe she also needs to change her address because it's definitely an old one.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Oh OK, I can sure do that.
[AGENT][NEUTRAL] Policy number is 154.
[AGENT][NEUTRAL] 645.
[AGENT][NEGATIVE] And I verified her return number is the one on the screen, but it's not in lion.
[CUSTOMER][POSITIVE] OK, OK, got you. All right, thank you.
[AGENT][POSITIVE] Yes ma'am, I'm gonna send it right over just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Hi, Ms. [PII].
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] I have [PII] on the line. She's gonna help you with all those changes that you need to make.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yes, ma'am. Have a great day. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Yes