AccountId: 011433970860
ContactId: 2bdd5114-19f2-4c0b-b7a0-b02360493553
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288350 ms
Total Talk Time (AGENT): 60250 ms
Total Talk Time (CUSTOMER): 118077 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/2bdd5114-19f2-4c0b-b7a0-b02360493553_20250117T17:37_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh [PII], first of all, let me give you my name and my current address. I just now got mail from you because it was mailed to the wrong address.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I haven't lived there in several years in [PII].
[CUSTOMER][NEUTRAL] Uh, I, I hope I have pressed the right option. I got a letter about a cancer policy I've had since the [PII]. Actually, there were two letters inside the envelope, but first, my name, full name is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The current address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII], and do you have um the policy number there? We can definitely update the address and everything.
[CUSTOMER][NEUTRAL] Yes, I do. I mean it's on both, it's on both enclosures. Uh, the policy number is 9A002.
[CUSTOMER][NEUTRAL] 1651
[AGENT][POSITIVE] Alright, thank you so much for joining. Give me one second. Let me just pull this up here.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, and can I just get your date of birth as well please?
[CUSTOMER][NEUTRAL] Uh, my date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And so I apologize [PII] is the [PII], is that the new address or is that the old address?
[CUSTOMER][NEUTRAL] No, that's my new address. The person, thank goodness, that lives at [PII] is the person I sold the house to long ago.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK. All right. So, yeah, let's, let's get this fixed for you then, here, one second.
[CUSTOMER][NEUTRAL] Long ago.
[AGENT][NEUTRAL] 5
[AGENT][NEUTRAL] And the zip code is [PII], correct?
[CUSTOMER][POSITIVE] Yes, 7 and [PII]. It's pretty easy.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] About, about the easiest zip code I've ever had.
[AGENT][NEUTRAL] Yeah, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So I've got this updated um as far as the address goes. What other questions or concerns did we have?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well, I've got two enclosures in this one envelope that was mailed. One that said policy is hereby amended as follows, in accordance with policy provisions, it is understood and agreed due to the expiry age that the intensive care rider is hereby removed from said policy.
[AGENT][NEUTRAL] [PII], are you still there?
[CUSTOMER][NEUTRAL] Yes. Can you not hear me?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello?