AccountId: 011433970860
ContactId: 5d8bc148-eb03-4400-91fc-f55ee74d8f16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 145479 ms
Total Talk Time (AGENT): 66988 ms
Total Talk Time (CUSTOMER): 48491 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/5d8bc148-eb03-4400-91fc-f55ee74d8f16_20250224T18:30_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII]. I received my income statement from you guys, and I wanted to see if I could get that address changed to my home address. Would that be possible?
[AGENT][NEUTRAL] Sure, is there any way we can get you to email us the information, [PII]?
[CUSTOMER][POSITIVE] Absolutely. What do I need to do?
[AGENT][NEUTRAL] OK, if you would just send it to [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And if you, if you would.
[CUSTOMER][NEUTRAL] Uh-huh. And what else would you like for me?
[AGENT][NEUTRAL] Yeah, just let us know, um, so I'm just needing to update my address to my home address and you can give us your home address and we'll get that switched over.
[CUSTOMER][POSITIVE] Very good thank you so much I appreciate it.
[AGENT][POSITIVE] Not a problem. I'm gonna double check something real quick.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, so for the home address that we currently have, [PII]?
[CUSTOMER][NEGATIVE] That's incorrect. That's an old address.
[AGENT][NEUTRAL] OK, yeah, if you just let us know what the old address was and then please change it to, we'll get that all switched over.
[CUSTOMER][NEUTRAL] OK, OK, yes, and, um, and I wonder.
[CUSTOMER][NEUTRAL] Any correspondence that would come from you guys um can uh make sure that that gets everything changed over, not just this income statement.
[AGENT][NEUTRAL] Um, so right now we have everything going to the business address. If you wanted to go to your home address.
[AGENT][NEUTRAL] Just indicate that on your email to say from, from now on, I would prefer to get my correspondence.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] To my home address.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'll do it and then I'll go go ahead and include in there a request to just strike Wedgwood all together um.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I'll do it.
[AGENT][NEUTRAL] All right, [PII], is there anything else I can do for you today?
[CUSTOMER][NEGATIVE] No thanks for your help.
[AGENT][POSITIVE] All right, thanks so much for calling APL. You have a great afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.