AccountId: 011433970860
ContactId: 64bf5647-8bdf-4d8c-88b9-58a468db6296
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255229 ms
Total Talk Time (AGENT): 104820 ms
Total Talk Time (CUSTOMER): 89966 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/64bf5647-8bdf-4d8c-88b9-58a468db6296_20250328T16:43_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, uh, good afternoon, [PII]. Uh, I'm, I have a policy with you guys and I have moved. I wanna change my address.
[AGENT][NEUTRAL] Well, I can help you with that. Do you happen to have your policy number available?
[CUSTOMER][NEUTRAL] Yes, I do. Um 021-96780.
[AGENT][NEUTRAL] And what is your name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh first name is [PII] Last name is [PII], [PII] Date of birth is gonna be [PII].
[AGENT][POSITIVE] All right. Thank you, sir.
[AGENT][NEUTRAL] And Mr. [PII], can you verify a good callback number and your email?
[CUSTOMER][NEUTRAL] Sure. Uh, my number is [PII].
[CUSTOMER][NEUTRAL] My email is gonna be my first and last name all together.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The number is [PII].
[AGENT][POSITIVE] Perfect. Thank you. And what was the street address that you wanted to change from? What was the old street address?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] The the the old one was [PII].
[AGENT][NEUTRAL] All right. And what is the new address you would like to change that to?
[CUSTOMER][NEUTRAL] OK. My new address is [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, bear with me just one moment and let me just verify that. I am updating this address to [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] So that's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's [PII].
[AGENT][NEUTRAL] [PII] and the zip code was [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] That's all correct.
[AGENT][POSITIVE] All right, I am updating that now for you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] My pleasure. Let me just complete this real quick.
[AGENT][NEUTRAL] And that was just [PII], correct?
[CUSTOMER][NEUTRAL] Yes, just 2.
[AGENT][NEUTRAL] OK, just making sure.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me check hang on.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] Oh, I see. I'm Miss [PII]. It helps when I get it all right.
[AGENT][NEGATIVE] It was giving me a problem, and it was me giving it a problem.
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] All right, Mr. [PII], that address has been updated to the address that you gave me. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that was all for today thank you.
[AGENT][POSITIVE] Oh my pleasure to assist you with that address update, Mr. [PII]. Thank you for calling APL and I hope you have a wonderful day and a happy weekend.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] Thank you. Bye bye.