AccountId: 011433970860
ContactId: fde7eaba-68af-42e8-9979-4942998ab62a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180679 ms
Total Talk Time (AGENT): 90167 ms
Total Talk Time (CUSTOMER): 47517 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/fde7eaba-68af-42e8-9979-4942998ab62a_20250328T15:19_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], um, I'm just calling to see if I could change my payment method to instead of quarterly, uh, to yearly.
[AGENT][NEUTRAL] OK, I can um make sure you get some help with changing your method of payment. Um, can I please get your name and your policy number?
[CUSTOMER][NEUTRAL] It's [PII] and my policy number is 00674811.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you please verify your date of birth for me?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is your address, phone number, and email address that we have on the policy for you?
[CUSTOMER][NEUTRAL] Um, address is [PII].
[CUSTOMER][NEUTRAL] And um I have a couple of emails. I'm gonna go with [PII].
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] That's it.
[CUSTOMER][POSITIVE] OK great.
[AGENT][NEUTRAL] And then one more um.
[AGENT][NEUTRAL] Verification. Can you please give me your phone number?
[AGENT][NEUTRAL] That we have on the policy for you.
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Thank you ma'am. I appreciate you verifying that information and if by chance our call gets disconnected, Miss [PII], is that a good number to call you back on?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, alright, I'm going to uh transfer you on over to customer service so you can change the frequency of your payment, OK? They'll be able to assist you with that. And I'm gonna let them know that you've already verified your policy, so you don't have to do that again.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] OK doke thank you.
[AGENT][POSITIVE] All right. You're welcome, Ms. [PII]. You have a wonderful weekend. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Transferring.
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[AGENT][NEUTRAL] Hey [PII], it's [PII]. I've got uh an insured on the phone who's wanting to change the frequency of her payments. Her policy number.
[AGENT][NEUTRAL] is 674-811.
[AGENT][NEUTRAL] Ms. [PII], the number she's calling from is a good number and she's been verified.
[CUSTOMER][POSITIVE] OK, I'm ready thank you.
[AGENT][POSITIVE] All right, thanks, [PII]. Bye bye.