AccountId: 011433970860
ContactId: a6cfff44-c9dc-4d8c-97b0-a97a645697bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308019 ms
Total Talk Time (AGENT): 85537 ms
Total Talk Time (CUSTOMER): 90549 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/a6cfff44-c9dc-4d8c-97b0-a97a645697bc_20250224T15:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APO. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, I need to make some changes to my policy.
[AGENT][NEUTRAL] OK, um, do you have the policy number?
[CUSTOMER][NEUTRAL] Mm, probably not.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, would that be on like, let me see.
[CUSTOMER][NEUTRAL] Let's see here.
[CUSTOMER][POSITIVE] Yes, I do have the policy number. I'm sorry.
[AGENT][POSITIVE] Yes go ahead.
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] Is it the is it the whole number with the slash with the dash?
[CUSTOMER][NEUTRAL] I've got 258.
[AGENT][NEUTRAL] You can, you can get through that and I can see. Mhm.
[CUSTOMER][NEUTRAL] OK, 25811.
[CUSTOMER][NEUTRAL] Then 02589666
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] May I have your name and a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, my name is [PII].
[CUSTOMER][NEUTRAL] [PII] and my phone number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And let's see. May I have um your date of birth, mailing address and email address on file for verification?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, email address is [PII] and mailing address is [PII].
[AGENT][NEUTRAL] OK, thank you. All right, and let's see. Oh, your employer is um Universal Trucking Willis.
[CUSTOMER][NEUTRAL] [PII] mhm.
[AGENT][NEUTRAL] OK, um, let me, I'll have to get Universal Trucking on the line. They're the only ones that can make changes to the policy, um, so let me go ahead and get them on the line, OK? Um, let me give you the number for future, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One waiting on the numbers.
[AGENT][NEUTRAL] OK, so the number to Universal trucking is 1877-4725541. Again, that's 18774725541. And let me go ahead and get them on the line for us. Is there anything else I can help you with today before I transfer you?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][NEUTRAL] Yeah, OK, well thank you for calling APL. One moment, let me get them on the line, OK?
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Capital Gri TBA.
[AGENT][NEUTRAL] Hi, this is [PII] with APR. I'm transferring a member.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK thank you hold on one moment.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you for holding. What's your first and last name?
[CUSTOMER][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Are you the driver? Can you hear me?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, how do you spell your first name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, um, yes ma'am, what is it concerning?
[CUSTOMER][NEUTRAL] I need to make some changes to my policy.
[CUSTOMER][NEUTRAL] OK hold on one moment let me transfer you over to your agent.