AccountId: 011433970860
ContactId: f71f7a9a-cf90-4add-b233-f83539715909
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209460 ms
Total Talk Time (AGENT): 90548 ms
Total Talk Time (CUSTOMER): 54106 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/f71f7a9a-cf90-4add-b233-f83539715909_20250304T13:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, how you doing, man, uh, Miss [PII], um, I'm calling to see if I'm able to.
[CUSTOMER][NEUTRAL] Uh, change my policy.
[AGENT][NEUTRAL] Uh, to change your policy, you said?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, what type of change are we making to your policy?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] The one I currently have.
[CUSTOMER][NEUTRAL] Where
[CUSTOMER][NEUTRAL] I um pay the.
[CUSTOMER][NEUTRAL] The deductible or something up front. I wanted to change that.
[CUSTOMER][NEUTRAL] To
[CUSTOMER][NEUTRAL] Or it would come out of my, the majority would come out of my paycheck, if you, if you get what I'm saying.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Um, I guess it will be the method of payment. Um, alright, um, let's figure it out. Um, do you happen to have your policy number on hand?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Mhm. Can I have that, please?
[CUSTOMER][NEUTRAL] Uh, let's see here.
[CUSTOMER][NEUTRAL] 025.
[CUSTOMER][NEUTRAL] 96527.
[AGENT][NEUTRAL] All right, and who am I speaking with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, Mr. [PII].
[AGENT][NEUTRAL] And what is a good callback number just in case our call gets disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alright, thank you very much and let me just a second to look up your policy.
[AGENT][NEUTRAL] All right, I was able to find your policy and just for verification steps, do you mind telling me your date of birth and address, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you very much, Mr. [PII]. And I do see here your policies and they are issued through your employer. Um,
[AGENT][NEUTRAL] So unfortunately, the method we receive the money um or the payments I would say from uh for your policy come directly from your employer, um, that will have to be a change that you will have to consult with um your HR department.
[CUSTOMER][NEUTRAL] OK. I have to go through.
[CUSTOMER][NEUTRAL] My HR to change my policy.
[AGENT][NEUTRAL] Mhm, yes, that will be the the way it will change.
[CUSTOMER][POSITIVE] OK, alrighty.
[AGENT][NEUTRAL] All right. Is there anything else that I can help you with, Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh, no, that'll be all.
[AGENT][POSITIVE] All right. Well, thank you for calling APL and I hope you have a nice day.
[CUSTOMER][POSITIVE] You too thank you.
[AGENT][POSITIVE] Thank you.