AccountId: 011433970860
ContactId: 79a15977-178c-4097-bf3e-24f19b1dfa53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 346920 ms
Total Talk Time (AGENT): 176881 ms
Total Talk Time (CUSTOMER): 139733 ms
Interruptions: 9
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/79a15977-178c-4097-bf3e-24f19b1dfa53_20250618T13:10_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling and APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. This is [PII] in the claims department. Um, I have a member on the line. Hey, how you doing?
[AGENT][NEUTRAL] Hi [PII].
[AGENT][POSITIVE] I'm good.
[CUSTOMER][NEUTRAL] Oh, that's good. OK, I have a member on the line. She's um calling to request that we update her mailing address and also she's requesting an ID card be mailed to her. Could you assist her with that?
[AGENT][NEUTRAL] Uh yes, ma'am.
[AGENT][POSITIVE] OK, yeah, yes ma'am, I sure can.
[CUSTOMER][NEUTRAL] OK. Her policy number is
[AGENT][NEUTRAL] Um, do you have her her policy number? Yes, ma'am.
[CUSTOMER][NEUTRAL] It is 02611778 for [PII].
[AGENT][NEUTRAL] OK. And she's been verified and everything?
[CUSTOMER][NEUTRAL] Yes, she's been verified.
[AGENT][POSITIVE] OK, thank you, [PII], I'll talk to her. Have a good day.
[CUSTOMER][POSITIVE] OK. OK. Thank you, [PII]. Here she is. You have a good day as well. Mhm. Mm mm bye.
[AGENT][NEUTRAL] Bye-bye.
[AGENT][POSITIVE] You're welcome. You too. Bye-bye.
[AGENT][NEUTRAL] Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Hi, this is [PII] in customer service. I hope you're doing well today.
[CUSTOMER][POSITIVE] I'm doing well, and yourself?
[AGENT][POSITIVE] Good. I'm doing very good. Thank you for asking. Um, [PII] was just telling me that you wanted to update your address and order new cards.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, please. Thank you.
[AGENT][POSITIVE] OK, I'll be glad to help you with that. Yes, ma'am. I'll be happy to help you with that today. All right, if you'll start off by giving me your new address.
[CUSTOMER][NEUTRAL] Sure, give me one second because I'm driving and
[AGENT][NEUTRAL] Yes, ma'am. Be careful.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Sometimes you just have to multitask.
[CUSTOMER][NEUTRAL] OK. So, um,
[CUSTOMER][NEUTRAL] Ah, yeah, I know, right?
[CUSTOMER][NEUTRAL] Um, so the new one is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me make sure I heard you correctly. So I have [PII].
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][POSITIVE] Alright, got it changed for you, um, now I'm gonna go in and order your card.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Um, well, do you know how the car works because it's gonna be the first time that I'm gonna get one, so I don't know how, you know, if how much I have there or how does it work, yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes ma'am. OK, so um I can help you with that as well. Let me get my note put in real quick, um.
[AGENT][NEUTRAL] and then I will um look at your policy for you. Hold on, it's making me put in a note real quick.
[CUSTOMER][NEUTRAL] Sure, sure. It's fine.
[AGENT][NEUTRAL] OK, so on, on the benefits part, Ms. [PII], I'm, I'm, I'm sorry to have to do this, but I'm gonna need to get you over to the benefits department so they can explain those to you. Is that OK?
[CUSTOMER][POSITIVE] OK, so that, no, don't worry because I'm gonna start working now and um it's OK, don't worry. I, I think that when I get the car, I call him again and I um.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, yes ma'am.
[CUSTOMER][NEUTRAL] I figured it out, yeah, because right now, um, yeah, I have to work.
[AGENT][NEUTRAL] Yes, ma'am. I'm sorry, I can tell you some basic information.
[CUSTOMER][NEUTRAL] Don't worry. Don't.
[CUSTOMER][NEUTRAL] Don't worry, don't worry, it's OK, it's OK. I, I wait for the car and then I, I guess that the car will explain something like with some information, I guess, I don't know.
[AGENT][NEUTRAL] OK, OK, OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Um, well, no, ma'am, it will just have your basic information on it like your policy number, your name, um, what kind of product it is, but you can sign in to our online service center, um.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] And it will have your policy out there, um, and you can do that at your convenience.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect, yeah, cause the thing is that I tried to.
[CUSTOMER][NEUTRAL] I tried to do that and then I wasn't able to find my information and I, I guess that it's because it, it didn't have like my email, right? That's what happened, I think.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh, yeah, probably so, probably so. Is it OK if I verify your email and your phone number real quick?
[CUSTOMER][NEUTRAL] I, I just did it right now. I just did it with someone else. She, she was able to put my email in the in the system because it wasn't, yeah, I didn't, I don't know why it was in the system, yeah.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] She was.
[AGENT][NEUTRAL] OK, OK, it's in there now so you should be able to sign up.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Cause I have a co-worker. Mhm.
[AGENT][POSITIVE] Yes ma'am, if, if, if, yes ma'am, uh huh so um if you want to when, yes ma'am on your convenience you can go ahead and try to get it set up if it doesn't work, give us a call back and we'll be glad to help you and try to troubleshoot what's going on with it.
[CUSTOMER][POSITIVE] Perfect, perfect. OK, perfect, perfect.
[CUSTOMER][NEUTRAL] So I'm, I'm gonna do that. Mhm.
[CUSTOMER][POSITIVE] OK perfect thank you so much for your help, OK?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] You're welcome. I hope you have a wonderful day [PII]. Thanks for calling APL OK bye bye bye bye.
[CUSTOMER][POSITIVE] You too, you too. Take care.
[CUSTOMER][NEUTRAL] Bye