AccountId: 011433970860
ContactId: 059e46e9-b18a-4a2b-96f3-65738be36531
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231740 ms
Total Talk Time (AGENT): 60000 ms
Total Talk Time (CUSTOMER): 90563 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/059e46e9-b18a-4a2b-96f3-65738be36531_20250211T17:07_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], my son has insurance through you and I need to do a couple of things. One, I need to change his address.
[AGENT][NEUTRAL] OK, and may I ask who's calling?
[CUSTOMER][NEUTRAL] No, this is [PII]. I'm calling for [PII]
[AGENT][NEUTRAL] And do you have a phone number in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] I, it'll take me a minute.
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have his policy number?
[CUSTOMER][NEUTRAL] Yes, 01789595.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] OK. Is [PII] there with you?
[CUSTOMER][NEUTRAL] He is.
[AGENT][NEUTRAL] OK, can I speak to him?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Yes, sir. I have to have your permission to speak to her on your policy since she's not on there.
[CUSTOMER][NEUTRAL] Yeah, that's fine.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Sorry, she, she's a lot better than me at speaking. Here, I'll hand you over.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK, um, and what's his date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what was his old address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his email address?
[CUSTOMER][NEUTRAL] What's your email address? Uh, he will, no, I don't.
[CUSTOMER][NEUTRAL] OK, it's [PII] now, so it's [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what, and you're wanting to change the address?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, I can get that done for you. What's the new address?
[CUSTOMER][NEUTRAL] [PII] is spelled [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes, and that's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I can get that changed.
[CUSTOMER][NEGATIVE] OK. And the other thing I need, he needs is, excuse me, is a new card. It looks like the card he has is expired and now they're rejecting his.
[CUSTOMER][NEUTRAL] Claims
[CUSTOMER][NEUTRAL] Yes, so he needs a new card.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I can get him some new cards sent out.
[CUSTOMER][NEUTRAL] And that'll, that's all we need.
[AGENT][POSITIVE] OK. Thank you, Ms. [PII], for calling APL. You have a good day and I'll get that changed for you.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][POSITIVE] Thank you so much bye bye.
[AGENT][POSITIVE] Thank you, bye bye.