AccountId: 011433970860
ContactId: 0bf2ba97-3d4f-4146-ad81-8c655c6ace5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 129800 ms
Total Talk Time (AGENT): 46571 ms
Total Talk Time (CUSTOMER): 65332 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/0bf2ba97-3d4f-4146-ad81-8c655c6ace5f_20250114T13:36_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm great thanks for asking, [PII]. This is [PII] claims. I have her insured on the phone by the name of [PII]. She says she's moving on the [PII] and she wants to update her mailing address.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, I can help her with that. What's that policy number?
[CUSTOMER][NEUTRAL] It is 246-441-1246-4411. I verified all of her information because she called to verify her benefits and her callback number, [PII] is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]. What was the last two?
[CUSTOMER][NEUTRAL] 13
[AGENT][POSITIVE] 13. OK, thank you.
[CUSTOMER][POSITIVE] So let me transfer over for you thank you [PII] have a good one.
[AGENT][POSITIVE] You too. Thank you.
[CUSTOMER][POSITIVE] Hello [PII], this is [PII] again. So I'm gonna transfer you to customer service, and [PII] is gonna assist you further with updating your mailing address. But thanks for calling ATL, and you have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Uh, good morning, [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][POSITIVE] Fine, thank you.
[AGENT][NEUTRAL] OK, and [PII] was saying that you wanted to change, uh, update your address, um.
[CUSTOMER][NEUTRAL] Yes, we're moving the [PII] of the month.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what is your new address?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Do you need the 4 digit.
[AGENT][NEUTRAL] Uh, no, ma'am. Um, and let me repeat that back to you. I've got [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's correct, and that starts on the [PII] of the month.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] That's it. Thank you very much.
[AGENT][POSITIVE] Alright, well thank you for calling APL. You have a wonderful day younglady.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Goodbye.