AccountId: 011433970860
ContactId: feac4186-4b05-48e5-966f-d8106813478e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169740 ms
Total Talk Time (AGENT): 42590 ms
Total Talk Time (CUSTOMER): 66252 ms
Interruptions: 0
Overall Sentiment: AGENT=2.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/feac4186-4b05-48e5-966f-d8106813478e_20250501T19:33_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, how you doing? um this is uh [PII]. um, I had my attorney trying to uh get my policy information and she said on my policy my birthday is wrong on you guys uh.
[CUSTOMER][NEUTRAL] I was trying to uh fix that real quick.
[AGENT][NEUTRAL] OK, I can help you with that. What is your policy number?
[CUSTOMER][NEUTRAL] Just give me 1 2nd.
[CUSTOMER][NEUTRAL] Just give me one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, my policy number is.
[CUSTOMER][NEUTRAL] 026.
[CUSTOMER][NEUTRAL] 17079.
[AGENT][POSITIVE] OK. Thank you. And
[AGENT][NEUTRAL] While I'm pulling it up, can I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. And hold just a moment. Let me pull it up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And do you mind verifying your date of birth and your address for me, please?
[CUSTOMER][NEUTRAL] Uh, my date of birth is [PII].
[CUSTOMER][NEUTRAL] And uh uh my address should be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and your email address.
[CUSTOMER][NEUTRAL] Email address is [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you for verifying. Um, and you were calling um to get your date of birth corrected. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right. I, I have that corrected for you. Is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] That's, that's about it. I appreciate your help.
[AGENT][POSITIVE] All right. Well, thank you for calling ATM. You have a wonderful day, Mr. um [PII].
[CUSTOMER][POSITIVE] Alright, you too, thank you.
[AGENT][POSITIVE] Mhm thank you goodbye.
[CUSTOMER][NEUTRAL] But