AccountId: 011433970860
ContactId: 0c9f7d4b-1eaf-47ea-b6c1-5fe1867ae8b5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165080 ms
Total Talk Time (AGENT): 56085 ms
Total Talk Time (CUSTOMER): 67590 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/0c9f7d4b-1eaf-47ea-b6c1-5fe1867ae8b5_20250225T18:13_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I need to submit a uh change of address.
[AGENT][NEUTRAL] OK, um, I could change that address for you. What was your name?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] The last name is [PII]
[AGENT][NEUTRAL] And your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have your policy number?
[CUSTOMER][NEUTRAL] Yes, 02512991.
[AGENT][NEUTRAL] OK, thank you. One moment please.
[AGENT][NEUTRAL] OK, sorry about that wait um just gonna verify some information really quick [PII], can I get your date of birth please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then um can you verify the address we currently have on file for you?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] This is through my employer so I didn't know if I could do it or them but um that's why I'm taking a shot that I can do this. Blue Cross wouldn't let me. OK, Blue Cross wouldn't let me do that. OK, so you have got.
[AGENT][POSITIVE] Oh yeah, definitely.
[AGENT][POSITIVE] Sure, you absolutely can.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you so much for verifying that. And what is that address supposed to be?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Sure, the new address is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK. That was [PII].
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Got it. Alrighty. I will get that changed for you, [PII]. Um, was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that's all appreciate it.
[AGENT][POSITIVE] Alright, of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you uh huh bye bye.
[AGENT][NEUTRAL] Bye bye.