AccountId: 011433970860
ContactId: 4e001f4f-2ea6-4389-bf1e-c5b2853a1cc6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316500 ms
Total Talk Time (AGENT): 138634 ms
Total Talk Time (CUSTOMER): 131664 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/4e001f4f-2ea6-4389-bf1e-c5b2853a1cc6_20250617T15:56_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm a broker. Um, I had emailed a couple of, well, recently, uh, to have, um,
[CUSTOMER][NEUTRAL] The address changed.
[CUSTOMER][NEUTRAL] On my, where I, where I'm getting, and I'm getting paper checks. I don't know why. Actually, I resubmitted an ETF. I resubmitted your ACH form.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, several weeks ago, a couple of weeks ago, whenever it was, but I never got a reply. So, anyway, I need to, trying to get my, my address changed and
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Not paper checks.
[AGENT][NEUTRAL] OK, let me look and see if she sent a request for that. I don't know why we didn't update it, so I apologize. Let's see.
[AGENT][NEUTRAL] OK, let me pull you up in our system real quick and just make sure something has not happened and.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Been taken care of and just not notified. Let's see.
[AGENT][NEUTRAL] OK. R&B insurance, is that correct?
[CUSTOMER][NEUTRAL] Yeah, it's just a small.
[CUSTOMER][NEUTRAL] I'm sorry, who is it?
[AGENT][NEUTRAL] Or is it R&B insurance?
[AGENT][NEUTRAL] Is it just on your broker account which one?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] No, I don't, I don't, I don't understand R&B. What is R&B? I don't know what that is.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Um, R&B Insurance. So, I was looking up your name. It's [PII]. Is that correct? [PII], Reader Insurance? OK.
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] No, no, no. [PII], [PII]
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] [PII], sorry.
[AGENT][NEUTRAL] [PII] OK, thank you. Sorry, I don't know why my brain went there. I thought, thought that's what I heard. Sorry.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have, I just have one, I have one account with y'all.
[AGENT][POSITIVE] OK, that makes it easier. There we go. [PII], the [PII] in my mind went to reader, so, so sorry.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Let me get it pulled up here. OK, so what.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] I try, I try to read.
[AGENT][NEUTRAL] What's the address supposed to be on your account?
[CUSTOMER][NEUTRAL] OK, um, can you change it to [PII].
[CUSTOMER][NEGATIVE] [PII] hold on that's not.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] One second please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then it's number [PII].
[AGENT][NEUTRAL] Number [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's see, I'm just, so you said you sent that into us stating to ask us to update your address. Do you know when that was?
[CUSTOMER][NEUTRAL] I emailed it to the whatever the bro the uh email I have for your broker.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Resource center, um, hold on please.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] You're fine.
[CUSTOMER][NEUTRAL] I sent it to, I believe [PII] agent agent licensing at AMpub.
[AGENT][NEUTRAL] Licensing, OK.
[AGENT][NEUTRAL] OK, got you, got you. Can you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Can you forward that to an email address where I can grab it so I can get with them, um, if you have that email, can you send it to [PII]?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] To say it again to [PII].
[AGENT][NEUTRAL] Yeah, [PII] [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Public
[AGENT][NEUTRAL] [PII], mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] And then I will, I'll grab it. OK, I'll grab it and make sure that we get that updated for you to the, to the correct address. I'm not sure why that department hasn't responded, but we'll get it taken care of for you. It's gonna come through.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sending it right now.
[CUSTOMER][POSITIVE] Perfect. Thank you so much.
[AGENT][NEUTRAL] OK, alright, if there's any, if I, what's a contact number for you? Is that what's a good contact number for you in case I need to call you back or anything?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] [PII]. OK, well I appreciate it we'll get this taken care of for you. I'm so sorry that didn't get taken care of the first time, but I'll, we'll respond back to you once it's been updated, OK?
[CUSTOMER][POSITIVE] Hey, OK, thank you so much. I appreciate the, the direction and, uh, call me if I need to do anything different.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][POSITIVE] OK, I sure will. You have a great day.
[CUSTOMER][POSITIVE] OK, I appreciate you. Thank you. Bye.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm bye bye.