AccountId: 011433970860
ContactId: 237a4e07-c19a-4a4b-94bc-5deb2ad181fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282420 ms
Total Talk Time (AGENT): 71298 ms
Total Talk Time (CUSTOMER): 118263 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/237a4e07-c19a-4a4b-94bc-5deb2ad181fa_20250131T15:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, yeah, I need to check on my address in your system. I received a, um.
[CUSTOMER][NEUTRAL] A notification and it's got the wrong address on it. It found its way to me but anyway I wanted to get that corrected. I tried to sign in online.
[CUSTOMER][NEUTRAL] And it said uh no user was found with that information so.
[AGENT][NEUTRAL] OK, sure, I can assist you with that. Um, may I have your name and a callback number for, um, just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The number is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Um, policy number is 01659919.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and I need to verify your date of birth, mailing address and email address just for verification.
[CUSTOMER][NEUTRAL] OK, date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I believe the mailing address you have is [PII].
[AGENT][NEUTRAL] Mhm. And what's the email address on file?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh, is it [PII]?
[AGENT][NEUTRAL] No, it's gonna be your um your employer probably.
[CUSTOMER][NEUTRAL] OK, it's [PII] at NSI Insurance.
[CUSTOMER][NEGATIVE] Uh, what the hell is it? Uh, group, or NSI, no.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Yes, OK, thank you. All right, um, so what is.
[CUSTOMER][NEUTRAL] I don't email myself so.
[AGENT][NEUTRAL] I understand
[AGENT][NEUTRAL] May I have the new address?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Alright, let me go ahead and update the system. One moment.
[CUSTOMER][NEUTRAL] OK, and, and while I've got you I'm trying to set up an online account maybe you can give me my member ID number.
[AGENT][NEUTRAL] That's gonna be your social.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Yeah it's still saying no uh.
[CUSTOMER][NEUTRAL] OK uh, oh, an account already exists, never mind. OK, good.
[CUSTOMER][NEUTRAL] Who knew?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so I went ahead and change that address and there is no unit or apartment number or anything like that on this one, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] everywhere.
[AGENT][NEUTRAL] OK, I have updated the address. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEGATIVE] Uh, no, I don't believe so.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. You have a good weekend, Mr. [PII].
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.