AccountId: 011433970860
ContactId: dde2da16-53e1-4b6f-9c83-f0785971bf78
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191220 ms
Total Talk Time (AGENT): 65389 ms
Total Talk Time (CUSTOMER): 100909 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/dde2da16-53e1-4b6f-9c83-f0785971bf78_20250121T18:07_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII], my name is [PII]. Um, I have a, uh, accident claim and I'm calling to change my email on my own.
[CUSTOMER][NEUTRAL] Uh, paperwork.
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] You said [PII]. I'm sorry, the phone broke up. Can you please repeat that?
[CUSTOMER][NEUTRAL] Oh, let me move around, right, I'm sorry about that, yeah, [PII].
[AGENT][NEUTRAL] OK, thank you and [PII], do you have your policy number by chance?
[CUSTOMER][NEUTRAL] Uh, no, I mean, no, I have my, uh, social or something they use that most of the time. I don't ever have my policy number.
[AGENT][NEUTRAL] OK, what's your social?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Can you confirm your
[AGENT][NEUTRAL] Let's see your mailing address for me?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, and what about your date of birth and let's see, you said you changed your email address. What's your date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] and the email you have now is [PII].
[AGENT][NEUTRAL] OK, thank you and you said you wanna change that email address?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, let's see here what would you like to change it to?
[CUSTOMER][NEUTRAL] Uh, it's gonna be [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, you said [PII]?
[CUSTOMER][POSITIVE] Correct, yes, ma'am.
[AGENT][POSITIVE] OK, let's get back into this and make sure we got it updated for you.
[AGENT][NEUTRAL] OK, I have it updated.
[CUSTOMER][NEUTRAL] OK, uh, one more thing, I sent a form in changing my direct deposit. I was wondering if I could get the last 4 of the routing number and the last 4 of the account number so I can check and be sure it's, uh, but I have to dig for it, uh, so I don't really, I, I don't have it right now. I'd have to go into account, the bank account and get it, but if you could just give me the last 4, then I can verify and make sure everything's OK.
[AGENT][NEUTRAL] OK, so the routing number, the last four is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Account number [PII].
[CUSTOMER][NEUTRAL] And that's the number.
[CUSTOMER][POSITIVE] [PII] that sounds familiar. OK, alright man, uh, you've been, you've been extremely helpful as you guys always are. I, I appreciate your patience with me. I, I probably call more than I should.
[AGENT][NEUTRAL] Oh, yes, sir.
[CUSTOMER][POSITIVE] But uh the other than that I'm good man um I appreciate it.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, ma'am, you've been great thank you.
[AGENT][POSITIVE] OK, well thank you for calling APL and I hope you have a great day.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][NEUTRAL] Uh huh bye bye.