AccountId: 011433970860
ContactId: 9aedde5c-4eb2-41c7-b46a-5e5f2b255f9a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 434839 ms
Total Talk Time (AGENT): 236237 ms
Total Talk Time (CUSTOMER): 149303 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/9aedde5c-4eb2-41c7-b46a-5e5f2b255f9a_20250226T21:26_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Hey, how are you doing today?
[AGENT][NEUTRAL] I'm doing fine, and yourself?
[CUSTOMER][POSITIVE] I'm doing well, thanks. I um I'm just calling to uh basically update my uh my address on my, my account.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, so you're needing to update your address that we have on file, is that correct?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Yes, sir. I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] It's uh [PII]
[AGENT][NEUTRAL] OK, Mr. [PII], thank you. And what is your callback number?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and your policy number please?
[CUSTOMER][NEUTRAL] OK, it's 01093455.
[AGENT][POSITIVE] OK, thank you so give me a moment please to get your information pulled up. I will have to first verify the information that we currently have on file for you and then I'll be happy to get your information updated for you.
[CUSTOMER][POSITIVE] Yeah, no problem.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, so first off, if you could please verify your date of birth.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And let's verify the spelling on your last name again.
[CUSTOMER][NEUTRAL] Oh, I was just gonna say, I'm looking at the sheet right now. It looks like it's spelled him, yeah, without the A.
[AGENT][NEUTRAL] I don't think
[AGENT][NEUTRAL] OK, so let's see.
[CUSTOMER][NEUTRAL] So it's [PII].
[AGENT][NEUTRAL] All right, all right, give me just one. [PII], is that correct?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so it's missing, it is missing the [PII] OK, so I'm gonna get that corrected for you as well. OK. And then also your, uh, current mailing address that we have on file.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, so that, that's the one that would be the [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Give me 1 2nd. Don't, give me just 1 2nd. It is.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][POSITIVE] Yeah, sure, take your time.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so give me that address again.
[CUSTOMER][NEUTRAL] Yeah, so the one that that's what I need to change is uh [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you so we'll come back to that in just a moment now your phone number that you gave me, the [PII], that's your best contact number that we should have on file?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, yeah, definitely.
[AGENT][NEUTRAL] OK, all right.
[AGENT][NEUTRAL] OK, and then what is the new address that we need to have?
[CUSTOMER][NEUTRAL] It's going to be [PII].
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII] is one word, um.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK. [PII], OK.
[CUSTOMER][NEUTRAL] Um, [PII]
[CUSTOMER][NEUTRAL] Yeah, and that's um uh [PII].
[AGENT][NEUTRAL] The number [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's gonna be [PII].
[AGENT][NEUTRAL] What's the city?
[CUSTOMER][NEUTRAL] Oh sorry, yeah, it's in [PII].
[AGENT][NEUTRAL] OK, and the zip code again?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm just gonna repeat this back. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][POSITIVE] OK, so I have gotten that updated for you. You moved a long way from [PII].
[CUSTOMER][POSITIVE] Yeah, oh yeah, it's been a while now. It's been, I've just been meaning to do this. I, uh, my mom like gets these in the, in the mail and it's such a good, you know, deal to have this, so.
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Oh, OK.
[AGENT][POSITIVE] Sure. Oh, we appreciate your business. Yes, sir. And then
[CUSTOMER][POSITIVE] You know, I, yeah, I figured to do it now.
[CUSTOMER][POSITIVE] Yeah, you guys are all awesome, super nice.
[AGENT][NEUTRAL] Oh well that's that's very kind of you to say thank you. So I do need to add an email address for you, [PII], so that um I can email you a user guide for how you can set up your profile in our portal online so you can have access to your information online. Now you can't update anything you still have to call us for security reasons to update your information but it would give you the opportunity to be able to access your other, you know, policy information and such online.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, that's awesome.
[AGENT][NEUTRAL] What email would you like to have added?
[CUSTOMER][NEUTRAL] So it's my first and last name just all together, so it's [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, I have that.
[AGENT][NEUTRAL] And what I will do is I will, I'm gonna, let me check. I'm sure your policy is already viewable, but I want to make sure if it's because if it's not, I'll request that it be made viewable to you in the portal.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes it is. OK, so what I'll do is I'll email you that user guide in a moment, and the email that you will receive is going to come from care team at A[PII] and I will put in the subject line APR online service center so that you can recognize that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, awesome.
[AGENT][NEUTRAL] OK, well, is there anything else here that I could help you with this afternoon?
[CUSTOMER][NEUTRAL] Um, do you just, do you happen to, I think it was in the mail, but do you happen to see like when my next, uh, like when I can pay the next, uh, $60 for the, for the year?
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] OK, your policy is currently paid to 41, according to the information on file. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, good to know. OK, can I pay that through the portal or what would I have to do that by calling? OK.
[AGENT][NEUTRAL] No, yeah, you would still have to call us for that. The portal just, and if you ever had to file a claim on this policy, you can do that. The user guy will explain all this that you could do that, but again any payment, payments or changes, all of that stuff still has to be called in.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem.
[AGENT][NEUTRAL] OK. Well, is there anything else I can help you with this afternoon?
[CUSTOMER][POSITIVE] No, thank you so much. I appreciate your time.
[AGENT][POSITIVE] Well, you're very welcome, [PII]. It was my pleasure. So thank you again for calling APL and I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thanks you too appreciate it.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye