AccountId: 011433970860
ContactId: cf54d235-e643-4296-b2aa-cc5042ac4b43
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 188070 ms
Total Talk Time (AGENT): 38718 ms
Total Talk Time (CUSTOMER): 70983 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/cf54d235-e643-4296-b2aa-cc5042ac4b43_20250409T18:48_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, [PII], did you say?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh [PII], how did I get [PII]? Who, who knows? Hi, um, this is [PII]. We, uh, sent you paperwork to change the checking account for a policy draft, uh, back on [PII], and I noticed in a few days later it drafted on the old account so all I'm trying to do now is I just wanna verify that it's on the new account. Can you for this month, can you help me with that?
[AGENT][NEUTRAL] Yeah, absolutely, [PII]. Um, do you have your policy number?
[CUSTOMER][NEUTRAL] Uh yes ma'am, it is 817-0692.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Now, is this for an individual account or a group account?
[CUSTOMER][NEUTRAL] Yes, no, individual.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's for [PII], my husband.
[AGENT][NEUTRAL] OK. Um how do you spell your last name? [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am mhm.
[AGENT][NEUTRAL] OK, let's.
[AGENT][NEUTRAL] OK. Do you have his, uh, date of birth?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have a good call call uh callback number, Hispanics?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. And then lastly, what's your address?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, mailing address is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, OK, so, uh, can you give me the last four digits of the account number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That it's supposed to go to, it's uh [PII].
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Looks like that's what we've got on file now.
[CUSTOMER][POSITIVE] OK awesome that's I just need to do that before I close that other account. OK, [PII], thanks a million I appreciate it.
[AGENT][POSITIVE] All right, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.