AccountId: 011433970860
ContactId: 87fb629b-72fd-49b7-8bb5-8484e2c0a9f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317559 ms
Total Talk Time (AGENT): 164391 ms
Total Talk Time (CUSTOMER): 70011 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/87fb629b-72fd-49b7-8bb5-8484e2c0a9f2_20250514T17:57_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, ma'am. I need to make sure you guys have my correct address because everything keeps getting sent to a different address.
[CUSTOMER][NEUTRAL] But I thought I changed my address with you guys.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so you're wanting to verify what address you have on file because you don't believe it's been updated? OK. Yes, ma'am. I can check that for you. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm so sorry, [PII], did you say [PII]?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, good. I can hear you much better now, [PII]. What is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And your policy number, please?
[CUSTOMER][NEUTRAL] Um, is it the group accident or the other one?
[AGENT][NEUTRAL] Whichever. I just need one of them.
[CUSTOMER][NEUTRAL] 2446461
[AGENT][NEUTRAL] Thank you. Give me a moment to get your information pulled up, [PII], then I will have to verify several things with you first for security purposes. So just a moment please.
[AGENT][NEUTRAL] OK, so first off, [PII], if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And also your home mailing address that we have on file, so I don't know if this is the old one or the updated one.
[CUSTOMER][NEUTRAL] You might have [PII].
[AGENT][NEUTRAL] OK, thank you. The phone number?
[CUSTOMER][NEUTRAL] That's what it's showing in the computer.
[AGENT][NEUTRAL] Mhm. OK. And what
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And your email, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. So give me a moment, so is that your old address, the [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. So I can tell you. Mhm. All right, hold on.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] So your work still has this address on file.
[AGENT][NEUTRAL] So we did change well we changed your let me see here.
[CUSTOMER][NEGATIVE] They shouldn't.
[AGENT][NEUTRAL] It shows that it was changed from
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] It's been cha it keeps coming over on a file feed and changing it changed from [PII] to [PII] by the electronic files vision.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, the correct address is [PII].
[AGENT][NEUTRAL] OK, and until your employer or your enrollment because it looks like it's been changed [PII].
[AGENT][NEUTRAL] 43 times.
[CUSTOMER][NEUTRAL] I'll call the HR department, but they tell me to reach out to you guys.
[AGENT][NEUTRAL] OK, well, I will be more than happy to change it back to you, but whomever is submitting your employer's enrollments to APL.
[AGENT][NEUTRAL] Still has this address that it keeps reverting back to.
[CUSTOMER][NEUTRAL] OK, I'll call the HR department.
[AGENT][NEUTRAL] Yeah, so I don't know exactly who, you know, who handles that, but you can just let them know that the electronic file.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Enrollment information that APL is receiving still has this [PII] or [PII], I'm sorry, [PII] address and so it keeps overriding it.
[CUSTOMER][NEUTRAL] OK, I'll call the HR department, it's fine.
[AGENT][NEUTRAL] And then what address does it need to be?
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][NEUTRAL] One moment. I'm gonna have to go through some steps to get it updated for you.
[AGENT][NEUTRAL] OK, so [PII], correct?
[AGENT][NEUTRAL] And the zip code?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the city is [PII], correct?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, so I have got that changed back for you again, [PII].
[AGENT][NEUTRAL] To that address.
[CUSTOMER][NEUTRAL] OK, and I'll call the HR department. Thank you.
[AGENT][POSITIVE] Well, you're welcome. And is there anything else that I can help you with this afternoon?
[CUSTOMER][NEUTRAL] No, ma'am.
[AGENT][POSITIVE] OK, well, thank you so much for calling APL and I hope you have a nice rest.