AccountId: 011433970860
ContactId: 2f0e648b-4a11-4538-9b57-23673c96ae01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136110 ms
Total Talk Time (AGENT): 37348 ms
Total Talk Time (CUSTOMER): 92733 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/2f0e648b-4a11-4538-9b57-23673c96ae01_20250506T15:30_UTC.wav
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[AGENT][NEUTRAL] Morning, thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey [PII], how you doing?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm great, thanks for asking, [PII]. This is [PII]. I have a pro uh insured on the phone. She's calling about her um bill, her mailing address when she when she went to verify her benefits. There's a typo in her address and she needed to be updated.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] All right. What's the policy number?
[CUSTOMER][NEUTRAL] It's 214-1849. It's 214-1849 for [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and what is your callback number?
[CUSTOMER][NEUTRAL] Her callback number is [PII] and it should be [PII] instead of [PII], but I'm gonna transfer so she can verify that for you.
[AGENT][POSITIVE] OK. All right, thank you.
[CUSTOMER][NEUTRAL] Hold one moment. You're welcome.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Hello Ms. [PII], I'm gonna transfer you to lender in customer service. She's gonna update your mailing address for you, but thanks for calling APL and you have a great day. Thank you honey you too have a great day, [PII]. You too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thanks for customer service. Let's see customer.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Um
[AGENT][POSITIVE] Good morning [PII], this is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] Service
[CUSTOMER][NEUTRAL] Hi hi
[CUSTOMER][NEUTRAL] Hi [PII].
[CUSTOMER][NEUTRAL] I'm well thank you. I, I, I was told I have a typo in the address and I need to get it changed.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, I can help you with that. Um, what is your address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. She said it showed like [PII] instead of [PII].
[AGENT][NEUTRAL] Yes, ma'am. OK
[CUSTOMER][NEGATIVE] But it's weird because I received my card.
[AGENT][NEUTRAL] Ah.
[AGENT][NEUTRAL] I wonder
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] OK. Well, I
[CUSTOMER][NEUTRAL] I don't know what happened.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I, I do have that updated for you.
[AGENT][NEUTRAL] OK, is there anything else that I can help you with?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] That is all. Do I need anything else, [PII]? No, no, that's it. Thank you so much, [PII].
[AGENT][POSITIVE] Alright, well thank you for calling APO and you have a wonderful day, [PII].
[CUSTOMER][POSITIVE] You have a great day bye bye.
[AGENT][POSITIVE] Thank you. Goodbye.