AccountId: 011433970860
ContactId: 6d1d9293-9a80-489e-ab74-deda22989fdb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249389 ms
Total Talk Time (AGENT): 102411 ms
Total Talk Time (CUSTOMER): 146851 ms
Interruptions: 2
Overall Sentiment: AGENT=1.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/6d1d9293-9a80-489e-ab74-deda22989fdb_20250304T20:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] Yes, this is [PII]. I need to do an address change, please.
[AGENT][NEUTRAL] Sure, I can update that address for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] didn't
[CUSTOMER][NEUTRAL] I'm sorry, I didn't understand.
[AGENT][NEUTRAL] That's OK. Can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Oh, OK, [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have your um policy number, [PII]?
[CUSTOMER][NEUTRAL] So back to
[CUSTOMER][NEUTRAL] No, I'm moving Friday. I have all that packed up. Do I need to go find it?
[AGENT][NEUTRAL] No, ma'am, that's OK. uh, I can start using your social.
[CUSTOMER][NEUTRAL] OK, the last four digits [PII].
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] I would need the full social.
[CUSTOMER][NEUTRAL] Is there anything else you need? I don't like to give out my social.
[AGENT][NEUTRAL] Sure. What's your last name, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'll give you the last four digits.
[AGENT][NEUTRAL] Um, I would, I would only be able to search using the full social, but that's OK. Let me see if I can search just using your name. Give me just a moment.
[CUSTOMER][NEUTRAL] I've been with y'all for a long time. Can policy.
[AGENT][NEUTRAL] OK, what state do you live in, [PII]?
[CUSTOMER][NEUTRAL] [PII]. I live at [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, awesome. I do believe I've found you. Um, just gonna verify some information really quick. Can I get your date of birth, please?
[CUSTOMER][NEUTRAL] Friday
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Thank you, and then I appreciate you verifying that current address for me as well. Um, do you have your policy number? Um, you said it was just packed away, did you need that right now?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Do I need to go find it for you?
[AGENT][NEUTRAL] No, ma'am. No, no, no. I was just wondering if you wanted me to give it to you. I do have the policy number.
[CUSTOMER][NEUTRAL] Oh no, no, no, I have it packed away. I, I filed everything. OK, I'm sorry.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, no worries.
[AGENT][NEUTRAL] I understand.
[AGENT][NEUTRAL] No, no, that's perfectly fine. I was able to find you, um, OK, so what is the address that we are changing this to?
[CUSTOMER][NEUTRAL] OK, [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], let me give you the right one. I was supposed to give you the one that we're at now. [PII]. See if that's right.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Got it. Yes, ma'am. OK, I'm going to read that back, make sure I heard all that correctly. So that was [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Alrighty, I will go ahead and get that updated for you, Miss [PII]. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] No, that's all. That's, I just wanted to make sure y'all have my new address for my billing.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Of course, yes, absolutely. Well, thanks for giving us a call, [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you. You have a good day too. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.