AccountId: 011433970860
ContactId: 6ff4d790-8556-4fcc-b5b7-6031ce44ba90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185850 ms
Total Talk Time (AGENT): 60874 ms
Total Talk Time (CUSTOMER): 65059 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/6ff4d790-8556-4fcc-b5b7-6031ce44ba90_20250502T17:56_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Oh, I have an address change.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with your address change. May I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Yes, it's uh [PII].
[CUSTOMER][NEUTRAL] And uh you said my contract number?
[AGENT][NEUTRAL] Contact
[AGENT][POSITIVE] Just a good phone number in case we disconnected?
[CUSTOMER][NEUTRAL] Oh, it's uh my 00 OK [PII].
[AGENT][NEUTRAL] Thank you for that, and Mr. [PII], may I have your policy number?
[CUSTOMER][NEUTRAL] Hold on a second.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] 0257
[CUSTOMER][NEUTRAL] 4135
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] All right, and I have it here and I just need you to verify your date of birth, the mailing address that's on file now, and then your email address.
[CUSTOMER][NEUTRAL] OK, uh, what's the first thing you wanted?
[AGENT][NEUTRAL] Your date of birth?
[CUSTOMER][NEUTRAL] Oh, it's [PII].
[AGENT][NEUTRAL] The mailing address that's on file currently?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, and your email address.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and all the information provided is a verification of benefits, not a guarantee of payment. And what would you like your address updated to?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And can you spell that for me, please?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] Mhm. And then the zip code one more time, I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Alright, so that's [PII].
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] All right, so I'm making sure it's safe here for you. And was there anything else I could assist you with today?
[CUSTOMER][NEGATIVE] No thank you so much.
[AGENT][POSITIVE] You're welcome. Well, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Oh you too have a good weekend bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.