AccountId: 011433970860
ContactId: 1d1bdf9b-d131-47ba-820e-49867164a5f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136899 ms
Total Talk Time (AGENT): 49056 ms
Total Talk Time (CUSTOMER): 38440 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/1d1bdf9b-d131-47ba-820e-49867164a5f9_20250122T15:04_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, I'm just trying to change my contact email and API and didn't seem like I could do that online.
[AGENT][NEUTRAL] OK, I can help you with that. What is your policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Can I find that on my contact info maybe?
[CUSTOMER][NEUTRAL] Can I find that on my account online somewhere?
[AGENT][NEUTRAL] Uh, it should be a policy er number or?
[CUSTOMER][NEUTRAL] Uh, I, I just, yeah, I just found it. Sorry, it's 233-4379.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and can I get your name, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you, [PII].
[AGENT][NEUTRAL] Let me pull your policy up real quick.
[AGENT][NEUTRAL] OK. And do you mind verifying your date of birth and your address for me?
[CUSTOMER][NEUTRAL] [PII], and that's um [PII].
[AGENT][NEUTRAL] OK, and can I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yep, [PII].
[AGENT][NEUTRAL] OK, thank you. And can you verify your email address?
[CUSTOMER][NEUTRAL] And the current one is [PII] I believe.
[AGENT][NEUTRAL] All right, thank you. And you stated you needed to change your address?
[CUSTOMER][NEUTRAL] My email address.
[AGENT][NEUTRAL] Your email, OK, I can do that for you um what is your new email address?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I've got [PII].
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alright, I have that updated for you. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, that's it. Thank you so much.
[AGENT][POSITIVE] Alright, well thank you for calling APL. You have a wonderful day, Mr. [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm