AccountId: 011433970860
ContactId: 2eaa2cb0-91b7-415a-af51-d1985fd78fbf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 292079 ms
Total Talk Time (AGENT): 130050 ms
Total Talk Time (CUSTOMER): 63037 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/2eaa2cb0-91b7-415a-af51-d1985fd78fbf_20250310T21:33_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is Memory and customer service. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I need to change my address.
[AGENT][POSITIVE] All right, I'd be happy to help you with changing your address today. What was your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right, Mr. [PII].
[AGENT][NEUTRAL] Just in case we get disconnected today, what's a good phone number for you?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] All right. And do you have your policy number?
[CUSTOMER][NEUTRAL] I do not.
[AGENT][NEUTRAL] All right. So since we don't have that, I'm gonna need your social.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright Mr. [PII], give me just a second, let me start by your social, OK?
[AGENT][NEUTRAL] I apologize. It takes a second to search through all the socials.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] All right, I was able to locate a policy. I just need to verify a few things before we can move forward. What is your date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was your previous address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. The city, state, and zip?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] All right, thank you so much, Mr. [PII] for verifying all that information for me. Um, what do you need to change it to?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. Can you repeat the street address for me? [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, so I got [PII].
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] All right. And I also don't have a phone number or an email address for you. Would you like me to add one for you today?
[CUSTOMER][NEUTRAL] You just got it.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] My phone number?
[CUSTOMER][NEUTRAL] And I think I'm OK on email.
[AGENT][NEUTRAL] OK, alright, I'll add your phone number in here and if you ever want to add an email you can just give us a call back and we can add one, because we have to have an email you wanna use the uh online service center.
[CUSTOMER][NEUTRAL] Where are y'all out of?
[CUSTOMER][NEUTRAL] Well here, send it to this.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright Mr. [PII], I got that added in there we just uh we have an online service center that you can use um, you can submit claims, you can check policy documents, um, get a copy of your ID card, um, you just have to sign up and we have to have an email on file so now that we have that email on file, uh, you can go to our website and sign up for that if you would like.
[CUSTOMER][POSITIVE] Sounds great.
[AGENT][NEUTRAL] All right, Mr. [PII]. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Nope.
[AGENT][POSITIVE] Alright, well thank you very much for choosing APL and I hope you have a wonderful rest of your day.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you.