AccountId: 011433970860
ContactId: 44facfb6-5442-4965-ac06-daff3fefc847
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310359 ms
Total Talk Time (AGENT): 132221 ms
Total Talk Time (CUSTOMER): 110680 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/44facfb6-5442-4965-ac06-daff3fefc847_20250117T19:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, my name is [PII] and I'm calling to change my address. Uh, I see that it's the former apartment that you have registered and I'd like to, yeah, update it.
[AGENT][NEUTRAL] OK, [PII], so you're needing to update your address that we have on file, is that correct?
[CUSTOMER][POSITIVE] Yeah, exactly.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] Sorry, say again?
[AGENT][NEUTRAL] What is your phone number?
[CUSTOMER][NEUTRAL] Uh, my, like phone number?
[AGENT][NEUTRAL] Phone number. Yes, ma'am, can you hear me OK?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, yeah, not very well, but yeah, I guess I use that phone number. I
[CUSTOMER][NEUTRAL] It's my husband's phone number, so it's the [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the policy number for you?
[CUSTOMER][NEUTRAL] Yeah, just give me one second, um.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I'm on my profile right now, but I cannot find it, it should be on the main page, right?
[AGENT][NEUTRAL] Yes, ma'am if you're logged into your portal under my coverage and it's also should be on your ID card.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Are you the subscriber on the policy?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, there it is. uh 2:49.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 3489.
[AGENT][NEUTRAL] OK, thank you. And your last name, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry. [PII], and what was the second?
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What's the, I'm sorry, I'm not understanding the last letter.
[CUSTOMER][NEUTRAL] Uh, perhaps it's just registered as [PII].
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] So [PII]
[AGENT][NEUTRAL] You
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So I will need to verify the information that we have on file first and then we can go from there, OK? So first off, if you could please verify who the primary insured is and their date of birth and then your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII], the [PII], and mine is the [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Also the home mailing address that we have on file.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I think that is a 7, the email address you said?
[AGENT][NEUTRAL] Mailing address, home address.
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And the zip code?
[CUSTOMER][NEUTRAL] Sorry, I can barely hear you.
[AGENT][NEUTRAL] I'm sorry, I don't know why.
[CUSTOMER][NEUTRAL] OK. Uh, yeah, what was your last question?
[AGENT][NEUTRAL] What is
[AGENT][NEUTRAL] The zip code for your address?
[CUSTOMER][NEUTRAL] Oh yeah, [PII].
[AGENT][NEUTRAL] Thank you. And your husband's phone number is the number that you gave me, is that correct?
[CUSTOMER][NEUTRAL] Yeah, that's the main, yeah, phone number. [PII].
[AGENT][NEUTRAL] OK, thank you. And that'll be all of the information that I need to verify at this moment. So, Ms. [PII], because even though you are covered on this policy, because your husband is the primary subscriber, he will be the one to, he is gonna have to be the one to call us to update any information. We can only update information with him.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. All right. Then I'll ask him to do it.
[AGENT][NEUTRAL] Now we, yes, ma'am, yes ma'am, and we are here Monday through Friday from [PII] Central time to [PII] Central time.
[CUSTOMER][POSITIVE] All right. All right, thank you.
[AGENT][POSITIVE] OK. Well, you are very welcome. And is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, that was all. Thank you so much and have a good day.
[AGENT][POSITIVE] OK. Yes, ma'am, Ms. [PII], you too, and thank you again for calling APL. I also hope you have a very nice weekend.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Uh-huh, bye-bye.