AccountId: 011433970860
ContactId: 36e4d625-6f2f-4e71-9b21-e7ae5a925891
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211740 ms
Total Talk Time (AGENT): 81394 ms
Total Talk Time (CUSTOMER): 63016 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/36e4d625-6f2f-4e71-9b21-e7ae5a925891_20250529T19:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I need to change my address on file. I need to also get new um ID cards.
[AGENT][POSITIVE] OK. Happy to help with that. Can I get your policy number?
[CUSTOMER][NEUTRAL] Uh, yes, it's 02571691.
[AGENT][NEUTRAL] Alright, give me just a moment please, let me pull this up.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] And then if I could verify your first and last name.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you, Asia. And then if I could get your date of birth and address, please.
[CUSTOMER][NEUTRAL] Yes, date of birth is [PII]. Address is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And then lastly, [PII], I just need the email address on file.
[CUSTOMER][NEUTRAL] Yes, [PII] [PII].
[AGENT][NEUTRAL] OK. Uh, what's the new, uh, physical address?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And then I can email you a card Asia, or do you want one sent out to you in the US postal mail?
[CUSTOMER][NEUTRAL] In the mail.
[AGENT][NEUTRAL] In the mail? OK.
[CUSTOMER][NEUTRAL] And you can also email me one just in case.
[AGENT][POSITIVE] OK. Yeah, not a problem.
[AGENT][NEUTRAL] All right, so I just sent the email with the card, so that should be coming here in a few moments, and I've got your address updated. Um, I did put in the request for the new card to be mailed out to you, so just give it some time to come in the US postal mail, OK?
[CUSTOMER][NEUTRAL] OK, and then also I would like to change my phone number on file.
[AGENT][POSITIVE] Yeah, absolutely. What's the uh new phone number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, just to confirm, [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] All right, that's all been updated. Anything else we can do for you today?
[CUSTOMER][POSITIVE] Um, no, that was all. Thank you.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.