AccountId: 011433970860
ContactId: 36fe6abb-b53b-45b2-ab6f-a5bc33e797fa
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 578479 ms
Total Talk Time (AGENT): 169100 ms
Total Talk Time (CUSTOMER): 142217 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/36fe6abb-b53b-45b2-ab6f-a5bc33e797fa_20250620T14:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was hoping I could, uh, have assistance changing my address on the policy.
[AGENT][NEUTRAL] OK, and who am I speaking with?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And [PII], what's a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have your policy number with you?
[CUSTOMER][NEUTRAL] Uh, hold on, I can pull it up on the phone, um.
[CUSTOMER][NEUTRAL] It's E.
[CUSTOMER][NEUTRAL] I don't know if it's the 0.
[CUSTOMER][NEUTRAL] 99
[CUSTOMER][NEUTRAL] 2215.
[CUSTOMER][NEGATIVE] And if that doesn't work, it might not be a 0 it might be a 0.
[AGENT][NEUTRAL] OK, let me check.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] And you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, it is not that one.
[AGENT][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, if you
[CUSTOMER][NEUTRAL] It might be CO.
[AGENT][NEUTRAL] If you would like, I can look it up by your um social security number. Would that work?
[CUSTOMER][NEUTRAL] Yeah, that'll be fine. Yeah, I was gonna say I do have like three policy numbers, so, um, it might just be easier to do it that way. Um, so uh we'll do the social security is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me check.
[AGENT][NEUTRAL] And can you verify your date of birth for me please?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And the address that we have on file for you?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And you have a new um
[AGENT][NEUTRAL] Address correct.
[CUSTOMER][NEUTRAL] Address, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] And what is the new address?
[CUSTOMER][NEUTRAL] It is [PII]
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII], so [PII] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm sorry, can you start over? The, the phone kept breaking up. All I have is [PII]. That's OK.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEGATIVE] Oh sorry.
[CUSTOMER][NEUTRAL] Uh, so, uh, [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Is there an apartment number?
[CUSTOMER][NEUTRAL] Did you hear all that?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] No apartment, uh, but the uh city is [PII].
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] Um, can you spell the city for me?
[CUSTOMER][NEUTRAL] Um, and the zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the zip code?
[CUSTOMER][NEUTRAL] And then that's
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, give me one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And let me just go ahead and check and make sure that it changed for all of your policies, so give me just one moment, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the last one.
[AGENT][NEUTRAL] Alright, it looks like it changed.
[AGENT][NEUTRAL] On all three of your policies. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, I don't know if you deal with anything when it comes to the portal like the online portals, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Trying to download the uh policy ID cards.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, it seems like it just pulls up like a bunch of scrambled symbols and letters and stuff. I don't know if you know if there's another way to get a hold of those.
[AGENT][NEUTRAL] OK, let me see here, give me just a moment.
[AGENT][NEUTRAL] Um, I can go ahead and email them to you. I will say, um, what browser are you using?
[CUSTOMER][NEUTRAL] Safari.
[AGENT][NEUTRAL] OK. I haven't heard of many people using Safari. Um, I do know, uh, that the site works best on Chrome. um, so you might wanna try that, but I will go ahead and, uh, email them to you.
[CUSTOMER][NEUTRAL] It's like the, the Apple one.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, not all policies have cards, so just keep that in mind.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, once you get in there, you should be able to go to, uh, my policy documents or my, my policy and then my policy details, and then should you need any of the other, um, cards.
[AGENT][NEUTRAL] Uh, the, I'm sorry, the other numbers. Um, it'll all be right there and you can just write it down. Um, let me see. Let me go ahead and get your dental card sent to you and let me look at the other policies that you have.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, I think the only other one with the card should be limited benefit medical plan.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yeah, your dental and I believe that other one. I will have it. But let me check, let me go ahead and get this ready to you.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Alright, give me just a moment while I get that other one so you can have it all in one email.
[CUSTOMER][NEUTRAL] That's so weird. I don't know why it's doing it like that. Yeah, so when I try to download them off that section.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] In the um
[CUSTOMER][NEUTRAL] In the um on the website it does have issues, so you're probably right with the Chrome thing.
[CUSTOMER][NEUTRAL] It does, it does some weird stuff for some reason.
[AGENT][NEUTRAL] Alright I just sent those over to you so if anything, at least you have those in your email to look back on. Um, I did just send them to the email that we have on file which looks like it is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's correct, yeah.
[AGENT][NEUTRAL] OK, yeah, that's the one that I just sent it to. If you don't see it, it'll be from [PII]. Um, if you don't see it in the next 5 minutes, check your spam, and if it's still not there, I would go ahead and give us a call back and we can email them to you again, OK?
[CUSTOMER][POSITIVE] OK, I appreciate it.
[AGENT][POSITIVE] Great. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That'll be it.
[AGENT][POSITIVE] Great thank you so much for calling APL and I hope you have a great day.
[CUSTOMER][POSITIVE] All right, thank you, bye.
[AGENT][NEUTRAL] Bye.