AccountId: 011433970860
ContactId: 1d1576b7-6dc4-4744-957c-603d86ea3e2a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206589 ms
Total Talk Time (AGENT): 79502 ms
Total Talk Time (CUSTOMER): 58090 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/1d1576b7-6dc4-4744-957c-603d86ea3e2a_20250129T22:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII], and I'm needing to update my, my, um, sorry, my home address.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with your address. Can I get your call back number ma'am, just in case our call is disconnected.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And what is your policy number?
[CUSTOMER][NEUTRAL] Oh, let me get my card.
[CUSTOMER][NEUTRAL] Mhm let me see here. OK, it is 01792101.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, Ms. [PII], can you verify your date of birth for me, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then I'll also need for you to verify the address that we have now, and your email address and your phone number that we have on the policy.
[CUSTOMER][NEUTRAL] OK, my the old address is [PII], and my the phone number is [PII].
[CUSTOMER][NEUTRAL] And you said the email address?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] OK thank you Miss [PII] and then what is the address that you want to change to?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] OK can you give me that zip one more time please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me read it back to you. [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me go in here and change it real quick while we're on the phone together.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've got it in there. Let me see if it, if it held it for me. I'm gonna check it again.
[AGENT][NEUTRAL] Yes ma'am. I've got you fixed up now, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. You have a blessed night and thanks for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] About 5, ma'am.