AccountId: 011433970860
ContactId: ef22e40b-b97b-4c18-abec-b19e9711930d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 104059 ms
Total Talk Time (AGENT): 27836 ms
Total Talk Time (CUSTOMER): 55079 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/ef22e40b-b97b-4c18-abec-b19e9711930d_20250618T18:37_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] I live in [PII], and I don't know if you need it or not. Excuse me.
[CUSTOMER][NEUTRAL] Uh, do you, I have dropped my landline number. Just a moment please.
[AGENT][NEUTRAL] Of course
[CUSTOMER][NEUTRAL] And I was going to give you my cell phone number. Do you need that or not?
[AGENT][NEUTRAL] Um, yeah, if we have your old number on file, we'll definitely want to update that, um, do you have your account?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My policy number.
[CUSTOMER][NEUTRAL] 00 I'm sorry, my, I can't get my voice right. 00.
[AGENT][POSITIVE] Well, you're funny.
[CUSTOMER][NEUTRAL] 592-0999
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you so much. OK, and what is your new number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, Ms. [PII]. I'll get that updated. And is there anything else I can help with today?
[CUSTOMER][POSITIVE] That will take care of it.
[AGENT][POSITIVE] OK, well, thank you for calling APL and I hope you have a terrific afternoon.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] OK. Thank you.