AccountId: 011433970860
ContactId: 87c8d710-39d7-480e-8464-969467b2e1bf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211449 ms
Total Talk Time (AGENT): 110120 ms
Total Talk Time (CUSTOMER): 60929 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/87c8d710-39d7-480e-8464-969467b2e1bf_20250106T19:48_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, I need to change my address.
[AGENT][NEUTRAL] OK, you're needing to update your address. Is that correct? Yes, ma'am, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And Ms. [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, and your policy number, please?
[CUSTOMER][NEUTRAL] 922372.
[AGENT][NEUTRAL] 922372. Is that correct?
[CUSTOMER][NEUTRAL] Yeah. Uh-huh.
[AGENT][NEUTRAL] OK, thank you. So give me one moment to get your information pulled up, please.
[AGENT][NEUTRAL] And Ms. [PII], I will need to verify the information that we currently have on file for and a few other pieces of information first for security and then we can get your address updated, OK? So first off, if you will please verify your date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the current mailing address that we would have on file for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number that we have is the one that you gave me so again that is your best contact number, is that correct?
[CUSTOMER][POSITIVE] Correct, yes.
[AGENT][POSITIVE] Thank you and lastly your email address please.
[CUSTOMER][NEUTRAL] Um, I don't know which one I've given y'all. I think it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Alright, would it be [PII]?
[AGENT][NEUTRAL] Yes, ma'am. That is the one that is on file for you. And is that still a valid email for you?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] OK, all right, thank you.
[AGENT][NEUTRAL] OK, and what does your new address need to be updated to?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Did you say [PII]?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, [PII], uh-huh.
[CUSTOMER][NEUTRAL] In [PII].
[AGENT][NEUTRAL] I'm so sorry, your voice cut out just right when you were saying the city name. What is the city?
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII] I uh sorry, [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so that's [PII]. Is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, well, I have gotten that updated for you, so we do have your new address on file.
[CUSTOMER][POSITIVE] Great. OK. Thank you so much.
[AGENT][POSITIVE] Well, you are certainly welcome. And is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] No ma'am that's all.
[AGENT][POSITIVE] OK, well, thank you so much Miss [PII] for calling APL and I hope you have a very nice afternoon.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Yes, ma'am. Thank you. Bye-bye.