AccountId: 011433970860
ContactId: 0152e683-97a8-4462-9edd-fe031439c1be
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 201119 ms
Total Talk Time (AGENT): 72403 ms
Total Talk Time (CUSTOMER): 99625 ms
Interruptions: 3
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/0152e683-97a8-4462-9edd-fe031439c1be_20250522T14:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, sir. I think we spoke earlier. This is [PII] again.
[AGENT][NEUTRAL] Hey, how's it going?
[CUSTOMER][MIXED] Good, good, so I already did everything you told me, thank you for everything. But when I access my account, I had a question because it has my address like wrong.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you able to verify that for me?
[AGENT][NEUTRAL] Yeah, we can fix it too if we need to. Do you have your policy number? I can pull it back up or no?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] No, I'll give you my social again.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let's fix that.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] All right, [PII], how should the um address appear?
[CUSTOMER][NEUTRAL] [PII]. That's perfect, but that's my house. It's not an apartment. I don't know why it says [PII].
[AGENT][NEUTRAL] Oh, so it's the apartment that needs to be taken off?
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah, I don't know why it's a house, so I don't know why it's an apartment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Let me fix that.
[CUSTOMER][NEGATIVE] But you know, it, it, I, I put my to do like direct deposit. I did the claim, yeah, but because they, they send it to the address. I'm screwed because, you know, that doesn't exist.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so I took off the um
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I took off the apartment number and then um the city, state and zip, all that's correct.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh, yeah, that's what we have on here.
[CUSTOMER][NEUTRAL] OK, question, then I'm gonna send the, the um the payment there to the, to the address, right?
[CUSTOMER][NEUTRAL] I just did the the claim.
[AGENT][NEUTRAL] Um, so yeah, I mean, it would still be under review. Nothing would be processed yet. So if you put in like online, you can put in banking information for direct deposit, but with the address, OK, then that's how it'll be paid then.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I did that, yeah.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] OK. Just wanted to make sure, you know.
[AGENT][POSITIVE] Yeah, absolutely. Is there anything else I can help with?
[CUSTOMER][NEUTRAL] Oh, I put it on on notification preferences, um, payment preferences. I put there like my, my, my, um, routing number and account number, so that's all as needed.
[AGENT][POSITIVE] Yeah, absolutely. So then once the claim is processed and paid, then it would just be direct deposited to that account, um, it's much quicker that way.
[CUSTOMER][NEUTRAL] don't.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. You've been awesome. Thank you.
[AGENT][POSITIVE] Yeah, you, you're welcome. Have a good day.
[CUSTOMER][POSITIVE] Have a good one. Bye.
[AGENT][NEUTRAL] Bye bye.