AccountId: 011433970860
ContactId: 7ac8b90e-339b-43c5-aa25-fecc22637bc3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157690 ms
Total Talk Time (AGENT): 46279 ms
Total Talk Time (CUSTOMER): 61945 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/7ac8b90e-339b-43c5-aa25-fecc22637bc3_20250326T19:00_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] in the claims department. Um, I have a member on the line. I just finished assisting her with claim filing instructions and her um mailing address needs to be updated. Can you assist her with that over the phone?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Uh yes, ma'am, I can.
[CUSTOMER][NEUTRAL] OK. Her policy number is 024.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 51825 for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And her callback number?
[CUSTOMER][NEUTRAL] OK. And her callback number is.
[CUSTOMER][NEUTRAL] Yes, the one in the system.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK. Here she is. Thank you.
[AGENT][NEUTRAL] Uh, good afternoon, Mr. [PII]. This is [PII] in customer services. How are you?
[CUSTOMER][NEUTRAL] Hi, how are you? I was transferred over because I needed to change my uh address on file.
[AGENT][POSITIVE] OK. I can help you with that. Let's see.
[AGENT][NEUTRAL] OK, and what is your new address?
[CUSTOMER][NEUTRAL] New address is [PII].
[CUSTOMER][NEUTRAL] Northwest.
[CUSTOMER][NEUTRAL] 91st Terrace?
[CUSTOMER][NEUTRAL] Pembro Pines, Florida.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on just.
[AGENT][NEUTRAL] OK, I've got [PII].
[CUSTOMER][NEUTRAL] [PII]. Mhm.
[AGENT][NEUTRAL] Is that correct?
[AGENT][NEUTRAL] How do you spell [PII]?
[CUSTOMER][NEUTRAL] [PII] is [PII]
[CUSTOMER][NEUTRAL] And pines.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Alright, I was spelling it wrong.
[AGENT][POSITIVE] OK, thank you. I've got that um updated for you. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] No, that was all.
[AGENT][POSITIVE] All right, well thank you for calling APL. You have a wonderful day.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Thank you. Goodbye.
[CUSTOMER][NEUTRAL] Mhm