AccountId: 011433970860
ContactId: 474848d4-bdda-40bd-9628-f9d4a3a9b683
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136080 ms
Total Talk Time (AGENT): 41365 ms
Total Talk Time (CUSTOMER): 69625 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/474848d4-bdda-40bd-9628-f9d4a3a9b683_20250402T15:44_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII], um.
[CUSTOMER][NEUTRAL] I, I need there's, they're sending something, some amount of information to my old address, and I just wanted to make sure we can update the present address.
[AGENT][NEUTRAL] OK, I can help you with the address change. Do you have your policy number, [PII]?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'm looking at this card.
[CUSTOMER][NEUTRAL] Let me see where that policy number policy number 01194603.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you have a good call back number [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I just need to verify a few pieces of information. What is your birth date?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what's the old address?
[CUSTOMER][NEUTRAL] The old address is [PII].
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then lastly, uh, let's see, I don't have an email on file for you. OK. OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] See the, see the good, I sold my, I sold my house to my coworker. He left it on my desk, so that's why I told, you know what, let me look into this. OK, so yes, OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what's your new address?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] And what's that zip code?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, that was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Anything else I can help with today?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] No, no, because you know they sending me something here and, and I'm just looking at it and I, I said, you know, I said, man, I don't remember seeing this on my desk, but then I snapped that, you know, of course my coworker dropped it off for me, so yes, yeah, just make the address change, yes ma'am.
[AGENT][POSITIVE] OK, we've got that up we've got it updated for you.
[CUSTOMER][NEUTRAL] That's it.
[CUSTOMER][POSITIVE] Alright, alright, thank you, [PII] bye bye.
[AGENT][POSITIVE] OK, thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye