AccountId: 011433970860
ContactId: aee4a924-1319-47b7-8b05-e69b31cd2406
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143820 ms
Total Talk Time (AGENT): 64058 ms
Total Talk Time (CUSTOMER): 55844 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/aee4a924-1319-47b7-8b05-e69b31cd2406_20250218T18:00_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm calling, I'm a member of APL. My name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And my, my policy number is 018.
[CUSTOMER][NEUTRAL] 09954
[AGENT][NEUTRAL] OK, let me.
[CUSTOMER][NEGATIVE] And basically, I'm calling to um update my email address and my phone number because my my personal information was hacked.
[AGENT][NEUTRAL] Oh, OK. Sorry to hear that, [PII], but I'm happy to get this updated for you. Um, let me just verify for security reasons. I will need your date of birth, address, physical address and email address, please.
[CUSTOMER][NEUTRAL] Sure. My date of birth is [PII].
[CUSTOMER][NEUTRAL] And uh my, I have a new email address.
[AGENT][NEUTRAL] OK, what's the old email on file?
[CUSTOMER][NEUTRAL] The old one is MM [PII].
[AGENT][POSITIVE] Thank you [PII] and what's the new one that you would like us to add?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] And then what is your current address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and you said you wanted to also update the phone number, is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, so what is a good phone number?
[CUSTOMER][NEUTRAL] The, the new phone?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So just to confirm we're updating the phone number to [PII], is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK and the email is going to be [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, [PII]. I have updated all of that information. Is there anything else that I can help you with here today?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] You're very welcome. Thank you for calling APL. Have a nice rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.