AccountId: 011433970860
ContactId: 8aa0ed57-a69c-48fd-af17-724480fe69ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 523229 ms
Total Talk Time (AGENT): 217428 ms
Total Talk Time (CUSTOMER): 139242 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/8aa0ed57-a69c-48fd-af17-724480fe69ea_20250514T19:54_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I um needed to update my address and I tried logging in but apparently I don't remember my.
[CUSTOMER][NEUTRAL] Um, log in there's a way to reset the password but not the user ID or to get the user ID.
[AGENT][NEUTRAL] OK, so alright, so you're needing to update your address and then you also need to get your username for the for the online service center.
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] Yes, sir, I can help you with that and I will have to update your address once I verify several things with you for security. That is not something that you can do online, but I can provide you your username. So who am I speaking with, please?
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][POSITIVE] OK, thank you, Mr. [PII]. What's a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And your policy number?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I don't know.
[AGENT][NEUTRAL] If you don't have it, I can look up your information with your full social if you're the subscriber.
[CUSTOMER][NEUTRAL] Yeah, I can give you the social it's [PII].
[AGENT][NEUTRAL] OK, just one moment. Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] My wallet got washed in the washing machine, so my ID card is gone too so.
[AGENT][NEGATIVE] Oh no
[CUSTOMER][NEGATIVE] Uh several problems.
[AGENT][NEGATIVE] Oh no.
[AGENT][POSITIVE] Oh goodness.
[CUSTOMER][NEGATIVE] I have the paperwork signed up but it doesn't have.
[CUSTOMER][NEGATIVE] Looks like it didn't have a policy number listed on it.
[AGENT][NEUTRAL] OK, so first off, um, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then also, the current address that we have on file for you, Mr. [PII].
[CUSTOMER][NEUTRAL] Um, it's probably [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your zip code?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then I
[AGENT][NEUTRAL] Give me 1 2nd, Mr. [PII].
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let's see, and then the phone number that we have on file for you is the cell let's see, it is the, well, no, it's different. What's another number that we could have had for you on file?
[CUSTOMER][NEUTRAL] Um, probably my old home number is [PII].
[AGENT][NEUTRAL] This one ends in a [PII], Mr. [PII]. I don't know.
[AGENT][NEUTRAL] So, maybe your wife's cell number or?
[AGENT][NEUTRAL] I'm not sure.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Her cell number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] No, sir. This one has an area code of [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Yeah, that's [PII].
[AGENT][NEUTRAL] OK. And is that no longer a valid number?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] It's no longer OK, so your phone number that you gave me is what needs to be on file [PII], is that correct?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then lastly the email address that we have on file and this may also be your wife's email I'm not sure.
[CUSTOMER][NEUTRAL] Should, should be.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you very much. And then what does your address need to be up to dated to, Mr. [PII]?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And is [PII] two words?
[CUSTOMER][NEUTRAL] Yes, 2 words.
[AGENT][NEUTRAL] OK, alright.
[CUSTOMER][NEUTRAL] And that's also [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And same zip code?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Same zip code.
[AGENT][NEUTRAL] OK, so I'm just gonna repeat this back. [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Yes, [PII]
[CUSTOMER][NEUTRAL] No [PII].
[AGENT][POSITIVE] B as in Bravo.
[CUSTOMER][POSITIVE] [PII], yes, [PII], yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] And you said [PII] is two words, correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, Mr. [PII], so I have gotten your address updated for you and the username for the portal.
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Is [PII], well, it's, excuse me, let me start over. It's [PII].
[AGENT][NEUTRAL] [PII] then [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] That's the username.
[CUSTOMER][NEUTRAL] That makes sense.
[AGENT][NEUTRAL] OK. All right. Well, is there anything else, Mr. [PII] that I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Are you, are you able to send new ID cards?
[AGENT][NEUTRAL] Yes sir, I can request ID cards to be mailed to you just one moment.
[CUSTOMER][NEUTRAL] If I can get
[CUSTOMER][POSITIVE] Yeah, that'd be great.
[AGENT][NEUTRAL] OK, so Mr. [PII], it's like then I'll have to request ID cards to be made for this particular policy. I don't have access to them, just the, the ID cards, so I, that will take a few days, but I can give you your policy number.
[CUSTOMER][NEUTRAL] OK, let me
[CUSTOMER][NEUTRAL] Write that down
[CUSTOMER][POSITIVE] OK, I'm ready.
[AGENT][NEUTRAL] OK, so the policy number is going to be 00.
[AGENT][NEUTRAL] 711791.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] Well, you are very welcome. And again, is there anything else I could help you with today?
[CUSTOMER][POSITIVE] Well, thank you. That's all I need.
[AGENT][POSITIVE] OK. Well, thank you so much for calling APL and I hope that you have a nice rest of your day.
[CUSTOMER][POSITIVE] All right thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye bye.