AccountId: 011433970860
ContactId: 8cb3a95e-a0ca-45b0-93a5-4e326aebd946
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202199 ms
Total Talk Time (AGENT): 51020 ms
Total Talk Time (CUSTOMER): 78663 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/8cb3a95e-a0ca-45b0-93a5-4e326aebd946_20250501T20:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], how are you today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm good, thank you. I, excuse me, I would, um, I need to change, change my address.
[AGENT][NEUTRAL] OK, do you have your policy number handy?
[CUSTOMER][NEUTRAL] I do, um, glasses, hang on.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, 024192223.
[AGENT][NEUTRAL] OK. Can I get your name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh my name is [PII], born [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a good callback number, Mr. [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] I do [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, can I place you on a brief hold?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, so sorry about that. Um, what's your current address?
[CUSTOMER][NEUTRAL] No, you're fine.
[CUSTOMER][NEUTRAL] OK, my current, well, the address that I'm trying to change or my current, OK, current means current, my current address is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, [PII]. OK, and then what was your old address?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let me get that updated.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And it's just [PII], correct? Is that one word or two?
[CUSTOMER][NEUTRAL] It's one word.
[AGENT][NEUTRAL] OK, I've got that updated. And I also show you don't have an email on file. Is there an email that we can put on file for you?
[CUSTOMER][NEUTRAL] Yeah it's kind of silly. It's a [PII] just like it's spelled like the vehicle.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And that is [PII], correct?
[CUSTOMER][NEUTRAL] No [PII]
[AGENT][NEUTRAL] No, OK.
[AGENT][NEUTRAL] Not quite sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, got that updated as well. And is there anything else I can help with today?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No, that is it. Thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too as well.
[AGENT][NEUTRAL] All right, bye bye.
[CUSTOMER][NEUTRAL] All right bye.